Help Desk Specialist SME

Help Desk Specialist SME - Bethesda - FSP Job Description:
ATS is seeking a Help Desk Specialist SME to join Our Team. You will provide support on a team that provides a full spectrum of important IT-focused, enterprise-wide lifecycle support, including dev ops, applied technology investigations, operations and maintenance, and infrastructure lifecycle support services across the customer's enterprise. Our support in NOVA and Bethesda includes software engineering/development, O&M, technology investigations, customer advocacy, business process engineering, and system design. Invent your future and make a lasting impact at ATS. Duties include but are not limited to:

• Serve as subject matter expert, possessing in-depth knowledge of Help Desk support

• Support on Low and High - email, phone and potentially Skype

• Providing details to any bugs found by end users, tester(s) or stakeholder to the development team

• Relaying verbally or via email, any pertinent information/details to the Government Program Office on any bugs found, resolutions from the development team, or web tool inconsistences

• Documenting all end user interactions and writing bugs/issues/concerns in JIRA or other ticketing system

• Updating documentation in Confluence and web tool

• Posting Notification banners and events

• Interfacing with the User Engagement team and Government Program Office when required

• Demonstrating product to internal program team

• Providing statistics and producing special requests for Government Program Office when required

• Apprising User Engagement team of any request from users and participating in focus groups

• Respond to and diagnose problems through discussion with user

• Ensure a timely process through which problems are controlled - includes problem recognition, research, isolation, resolution, and follow-up step

• Supervise operations of help desk and services as focal point for customer concerns

• Provide support to end users on a variety of issues

• Identify, research, and resolve technical problems

• Respond to telephone calls, email, and personnel requests for technical support

• Document, track, and monitor the problem to ensure a timely resolution

• Provide second tier support to end users

• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem

• Simulate or recreate user problems to resolve operating difficulties

• Recommend systems modifications to reduce user problems

• Providing feedback to development team on potential enhancements

• Special projects and tasks as assigned You'll Bring These Qualifications:

• 5 years of relevant experience

• TS/SCI clearance with poly

• Command of Microsoft Windows Applications

• Ability to learn new technology

• Ability to communicate and document effectively

• Demonstrated experience and problem-solving abilities to assist customers with a variety of queries

• Ability to communicate effectively in a fast-paced environment These Qualifications Would be Nice to Have:

• Testing Demonstrated experience with providing customer service for systems that reside in a secure environment