About Agile5: Agile5 Technologies, Inc., is a Woman-Owned Small Business (WOSB) and Information Technology (IT) services firm that specializes in the design, development, testing, integration, and maintenance of enterprise software systems. We believe our employees are the company’s most valuable asset. We are invested in seeing our employees grow in their careers, while maintaining a work/life balance. We have a full-time need for 2 skilled, energetic, and driven Help Desk Level 1 Support.
Description: The Help Desk Support Specialist Level 1 will provide Level II functional help desk support for a government program. He or she will assist users in operating the functionality as well as more in-depth troubleshooting of user problems or data issues. The successful candidate will also assist in the development of training materials to be integrated into existing process-oriented training manuals and the use of classroom, computer-based, train-the-trainer, and on-the-job training. This position does require US Citizenship.
Help Desk Support Specialist - Level 1 Job Duties:
Collaborate with multiple Level 1 and 2 help desk support specialists/engineers to coordinate resolution of issues
Use help desk tools such as SharePoint to document all interaction to include resolution/disposition of help desk tickets
Provide functional area subject matter expertise to end users on the use of the software
Document and submit trouble tickets and recommend change requests for recurring issues with our TO4 Modernization efforts
Correct and validate defective or missing database entries in security-related tables, when specified in open trouble tickets
Coordinate changes with engineering and development support teams and document using the approved change request process
Document reported and identified defects, conduct triage analysis on each documented issue/defect, and enter the analysis into Government-provided ticketing system
Assist with the establishment and support of an active training capability and development of training materials
Perform other duties as assigned
Security Clearance Requirements: None required upon applying but must be willing to undergo
background check to obtain a Public Trust security clearance. Must be a U.S. citizen.
Desired Skills / Qualifications: 2 years of Helpdesk experience in a cross-functional team environment. Excellent verbal and written communication skills; experience with Government IT systems, Jira, and Confluence preferred; Ability to perform initial analysis of issues reported to the Helpdesk to assist in resolution and/or escalation to appropriate functional areas. Must be able to operate within a high paced work environment. Familiarity with Agile processes is desired but not required.
Location: Remote
Status: Full time
Physical Requirements: Must be able to remain in a stationary position for long durations of time. Also, must be able to continuously operate a computer and other office productivity machinery.
Travel Required: No
This job description is subject to change at any time.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.