Helpdesk Support

SMX is seeking a driven Helpdesk Support Professional to support our customer’s mission. The customer’s mission provides a persistent capability for linking distributed facilities, enabling DoD customers to develop and test warfighting capabilities in a Joint Context. This initiative offers a test infrastructure composed of the necessary components for conducting Joint distributed test events. Cost-effective integration of live, virtual, and constructive (LVC) test resources is undertaken to configure support according to users’ needs.

Essential Duties and 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).

Required Skills: 

• 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

Desired Skills:

• Analytical and problem-solving skills.
• Organizational and communication skills.
• Testing and troubleshooting of application solutions, system architecture.

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