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Patriot LLC · 1 day ago

Helpdesk Specialist III

Annapolis Junction, MD

Full-time

Onsite

Senior Level

7+ years exp

Patriot LLC is seeking a Helpdesk Specialist III 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.

Information Technology

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

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

Qualification

Helpdesk experienceIncident Management SystemRemedy v20.02ServiceNowCustomer serviceTechnical supportTroubleshooting

Required

Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered

Active Secret clearance is required

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

At least seven (7) or more years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service

At least seven (7) or more years of experience utilizing any Incident Management Ticketing System such as: Remedy v20.02, ServiceNow, Other, comparable systems

Preferred

DHS Suitability

Company

Patriot LLC

Patriot LLC, located in Columbia, Maryland is an established, privately held government and commercial services Contractor with dedicated employees who bring relevant, responsive and adaptive solutions to our customers.

Founded in 2005

Columbia, Maryland, USA

51-200 employees