Junior Help Desk Specialist - ClearanceJobs : Job Details

Compensation: $23/hr Work Type: Onsite Location: Colorado Springs, CO OR Annapolis Junction, MD. Interview Process: One 45-minute interview - Feedback the next day Hiring timeline: Immediate - Once selected, a few Security Forms will need to be filled out. Nobody can start until the TSA background check is complete. (60-90) Project Timeline: 2 initial years with 5 additional (2030) Clearance: Secret

About the Program (Optima): 2-year contract with an additional 5 years through 2030 Background: TSA Secure Flight: The purpose of the Secure Flight program is to screen individuals before they access airport sterile areas or board aircraft. This screening is designed to identify known or suspected terrorists or other individuals who may be a threat to transportation or national security, to prevent some identified individuals from gaining access to airports and airplanes where they may jeopardize the lives of passengers, and to ensure that other identified individuals receive enhanced physical screening before accessing airport sterile areas or boarding an aircraft. OPTIMA (Operations, Technology, Innovation, and Management) is a program focused on enhancing the technology behind the Secure Flight Program. The focus is on the need for continuous IT Operations and Maintenance (O&M) services to achieve the following goals: Protect transportation passengers. Enhance vetting services for various transportation operations. Secure IT systems. Support network and infrastructure activities. Maintain systems for Continuity of Operations (COOP) and Disaster Recovery (DR). Ensure 24/7/365 operations in a geographically dispersed environment.

Job Description: Maximus is seeking a Helpdesk Specialist to provide expertise to a federal client in support of their mission critical systems in defense of our Homeland. As a Helpdesk Specialist, you will be responsible for providing technical support to our users and clients by triaging, researching, and answering questions regarding the program and systems.

As of now due to staffing shortages, they are working up to 48 hours on a 3-day on/3-day off rotation. Once more people get vetted and start, they'll go back to a 40 hour schedule.

• Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person
• Assist customers, troubleshoot problems, and coordinate technical support.
• Account creations, account lockouts, password changes
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Log and route service requests and incidents in an incident management system.
• Maintain service level agreements related to Desk Side support Service/Incident requests
• Direct unresolved issues to the next level of support team member
• Establish phone bridge with next level of support and customer leads per SOP's
• Receive and input critical time data in various formats and ingest it into the vetting system. Data may be received in various formats and must be converted to a customer defined format such as XML for ingest into the system.

Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered Active Secret clearance is required. Due to agency and contract requirements, candidates must be U.S. citizens with no dual citizenship. This contract supports systems that require 24x7x365 uptime. Candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule. Telework: Candidates must reside within a commutable distance and be available to work onsite at the customer's discretion. This includes being on-site during the transition period. Must be based around Colorado Springs, CO. 0-3 or more years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service. 0-3 or more years of experience utilizing any Incident Management Ticketing System such as: Remedy v20.02 ServiceNow