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Full-Time

Helpdesk Support

Secret

Posted on 6/5/2024

SMX

SMX

1,001-5,000 employees

Commercial ISR platform focusing on advanced technology

Consulting
Aerospace

Senior

Patuxent River, MD, USA

Category
IT & Security
Required Skills
Quality Assurance (QA)
JIRA
Requirements
  • Clearance: Must have an active Secret clearance. Top Secret / SCI preferred.
  • Available to work onsite at Patuxent River NAS 5 days/week, Mon - Friday
  • DoD 8570 certifications (Security+ or equivalent)
  • Must have experience working in a DoD environment preferably within a DoD helpdesk
Responsibilities
  • Provide first-line support for end users of analytical software solutions and cloud offerings.
  • Initial point of contact for all helpdesk requests.
  • Records support requests in the central ticketing system (Jira), tracks and manages assigned (Jira) tickets, while also escalating to distributed team subject matter experts when necessary
  • Monitors Jira system and email reflector daily and responds rapidly to userbase questions or requests.
  • Creates and maintains Jira tickets for all end user interactions.
  • Answers questions when possible, and when not possible reaches out to collaborate with distributed team subject matter experts to obtain an answer.
  • Collaborate with other helpdesk team members to ensure consistency of responses to the end users.
  • Maintains awareness of all tickets throughout that ticket’s lifecycle.
  • Maintains and provides helpdesk ticket metrics on a quarterly basis or as requested.
  • Uses experience and problem-solving skills to identify frequently asked questions, develop and maintain FAQ site on both classified and unclassified wiki to assist end users with self-help options to enable the userbase to become more self-sufficient.
  • Works closely with trainer and Quality Assurance (QA) team to identify trends within helpdesk tickets so that the Trainer can address those items within training videos and documentation.
  • Willing to be flexible with working hours and shift work hours as necessary (with prior notification) to provide support coverage for userbase during important events in other time zones (our userbase is scattered from EST to HST)

SMX specializes in a commercial ISR platform that integrates traditional and non-traditional ISR, leveraging advanced technology, security, compliance, and scalability as standard. The platform focuses on accelerating insights, automation, and mission enablement for better outcomes, value, and agility.

Company Stage

Acquired

Total Funding

N/A

Headquarters

Hollywood, Maryland

Founded

1995

Growth & Insights
Headcount

6 month growth

3%

1 year growth

7%

2 year growth

19%
INACTIVE