Description

Information system support for government Public Building System (PBS) servers, networks, applications, and devices. The project includes a wide range of service and support for Help Desk, installation, provisioning, patching, updating, securing, monitoring, and reporting on the performance and availability of assets and applications.

Summary Of Major Job Functions

Provide Tier 1 technical support to internal and external users of all levels via email, phone, and chat. This role is focused on resolving issues in a timely manner while providing a high level of customer service. Resources must be available to work shifts as scheduled, Monday - Friday, from 7:30 am EST to 7:00 pm EST.

Primary Responsibilities

• Perform user maintenance and account creation activities
• Maintain user accounts by reporting and removing expired accounts
• Create tickets in ServiceNow
• Respond to Help Desk tickets in a timely manner
• Run diagnostics to resolve customer reported issues
• Escalate difficult issues to the next tier
• Follow-up with customers to ensure issues are resolved
• Follow all agency and contract policies and procedures
  
  
  

Requirements

• BS/BA from an Accredited College
• 5+ years of experience working in a a help desk environment
• Flexibility to work shifts until 7 PM ET
• Proficiency with Windows computers
• Excellent verbal and written communication skills
• Detail oriented/ability to keep detailed/accurate notes on help desk tickets
• Ability to de-escalate situations as needed
• Ability to stay on task and focused in a 100% remote work environment
  
  
  

Desired Skills & Qualifications

• Experience with ServiceNow and DS7 (LDAP) preferred
• Knowledge of Google Apps and Gmail
• A+ certification preferred
  
  
  

Additional Information

• In order to meet the clearance requirements for this opportunity, candidates must be authorized to work in the US
• All candidates will be subject to a complete background check to include, but not limited to Criminal History, Education Verification, Professional Certification Verification, Verification of Previous Employment and Credit History.
• Public Trust background investigations can take approximately four to eight weeks and requires fingerprinting.
  
  
  

Other Information

• The salary for this position is $60,000 - $82,000 annually
• This role offers a flexible work arrangement, primarily remote with the understanding that occasional on-site presence may be required to support client needs
• For information on SFI's benefits please visit http://www.spatialfront.com/pages/career.html
• This is a full-time W2 position.
• Please no agencies, third parties, or Corp-to-corp.
• Spatial Front Inc. is an Equal-opportunity Employer, all qualified applicants will receive consideration for employment.
• Spatial Front Inc. participates in E-Verify.