Help Desk Specialist 2, Quevera, Annapolis, MD
Quevera -
Annapolis, MD,
US
Help Desk Specialist 2
Date Posted: 2024-06-24
Job description
Job Description:
Quevera is seeking a Help Desk Specialist to join an exciting, collaborative and innovative team. A place where you are positioned for More than Just a Job. Where leadership partners with you, seek to cultivate and support career development, encouraging growth from within while striving to foster a diverse environment that improves individual and organizational performance.
Quevera employees voted Quevera as a TOP EMPLOYER in the Baltimore /DC area for 2020 (ranked #8 out of 150 companies) and 2022 (ranked #5 out of 150 companies).
Yearly $5,000 towards education/training.
Employees are in control of their career path through our Career Pathway Program.
Family and corporate events
Excellent health care coverage (100% paid premium option) and 401K matching (up to 4%).
And many more!
Q-Culture Video
Q-Careers
REQUIRED - MUST have a current TS/SCI Polygraph clearance to apply for role. Only those with a current TS/SCI with Poly clearance will be considered.
Duties and Responsibilities:
Provides support 365 days a year. Shifts are rotating, 4 days a week, 10 hours a day. Shifts are 6am 4pm and 12pm to 10pm. Help Desk support as defined by first response/Tier 1 support.
Work with a small team providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large and diverse community of users
Provide health and status monitoring, and taking appropriate measures when a service outage occurs. Utilize SOPs to perform basic troubleshooting steps to identify the problem, then restart service and/or servers to resolve the issue.
Document and communicate outage information to co-workers and customers
Provide tier 1 and 2 response to customer service requests received via phone, email, chat, and tickets.
Document all communications in a ServiceNow ticket system, escalate tickets as needed
Provide basic instructions on how to use services to both external and internal customers
Troubleshoot customer accounts and users ability to logon to the collaboration environment
Train and mentor junior members of the team
IMPORTANT: DoD 8570 Compliance with IAT level 1 is required.
Required Experience:
Three (3) years of Help Desk experience with a Bachelor s Degree in a Business, Technical or Math related field. Five (5) years with an Associate s Degree or seven (7) years experience may be substituted for the Bachelor s Degree.
Quevera is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age or any other characteristic protected by law.
Quevera is seeking a Help Desk Specialist to join an exciting, collaborative and innovative team. A place where you are positioned for More than Just a Job. Where leadership partners with you, seek to cultivate and support career development, encouraging growth from within while striving to foster a diverse environment that improves individual and organizational performance.
Quevera employees voted Quevera as a TOP EMPLOYER in the Baltimore /DC area for 2020 (ranked #8 out of 150 companies) and 2022 (ranked #5 out of 150 companies).
Yearly $5,000 towards education/training.
Employees are in control of their career path through our Career Pathway Program.
Family and corporate events
Excellent health care coverage (100% paid premium option) and 401K matching (up to 4%).
And many more!
Q-Culture Video
Q-Careers
REQUIRED - MUST have a current TS/SCI Polygraph clearance to apply for role. Only those with a current TS/SCI with Poly clearance will be considered.
Duties and Responsibilities:
Provides support 365 days a year. Shifts are rotating, 4 days a week, 10 hours a day. Shifts are 6am 4pm and 12pm to 10pm. Help Desk support as defined by first response/Tier 1 support.
Work with a small team providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large and diverse community of users
Provide health and status monitoring, and taking appropriate measures when a service outage occurs. Utilize SOPs to perform basic troubleshooting steps to identify the problem, then restart service and/or servers to resolve the issue.
Document and communicate outage information to co-workers and customers
Provide tier 1 and 2 response to customer service requests received via phone, email, chat, and tickets.
Document all communications in a ServiceNow ticket system, escalate tickets as needed
Provide basic instructions on how to use services to both external and internal customers
Troubleshoot customer accounts and users ability to logon to the collaboration environment
Train and mentor junior members of the team
IMPORTANT: DoD 8570 Compliance with IAT level 1 is required.
Required Experience:
Three (3) years of Help Desk experience with a Bachelor s Degree in a Business, Technical or Math related field. Five (5) years with an Associate s Degree or seven (7) years experience may be substituted for the Bachelor s Degree.
Quevera is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age or any other characteristic protected by law.