RBR · 1 day ago
Sr. Help Desk Support Specialist
Odenton, MD
Full-time
Hybrid
Mid, Senior Level
$120K/yr - $145K/yr
4+ years expRBR Technologies is a small service-disabled veteran-owned information and technology business committed to delivering customer mission success. They are seeking a Help Desk Support Specialist to provide front-line and advanced technical support for an enterprise IT system, ensuring user productivity and system availability.
Product DesignSensorTest and Measurement
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Serve as the initial point of contact for user support requests received via phone, email, chat, or service management tools
Log, categorize, prioritize, and track incidents and service requests in accordance with established help desk processes
Resolve routine and well-documented technical issues using approved procedures, scripts, and knowledge base resources
Perform advanced troubleshooting for complex or non-routine issues, including analysis of system behavior, configurations, logs, and error conditions
Support user account management activities, including access requests, password resets, role-based permissions, and entitlement validation
Provide guidance to users on system functionality, workflows, and standard operating procedures
Identify issues requiring escalation and coordinate with Tier 3 support, engineering teams, vendors, or system administrators as appropriate
Participate in incident response activities, including support for high-priority or service-impacting events
Conduct root cause analysis for recurring or systemic issues and recommend corrective or preventive actions
Develop, update, and maintain technical documentation and knowledge base articles to improve support efficiency and first-contact resolution
Ensure timely communication with users regarding issue status, resolution progress, and closure
Support system updates, patches, releases, and configuration changes by validating fixes and assisting with post-deployment user support
Contribute to continuous improvement of help desk processes, troubleshooting guides, and customer service practices
Adhere to applicable security, privacy, and compliance requirements while handling user data and system access
Secondary responsibilities may include high level briefing development, project scheduling, and overarching task management
Qualification
Required
Bachelor's in IT Operations or related discipline
4+ years of related experience required
Active Secret clearance
Preferred
Familiarity with agile software development methodologies including JIRA and Confluence
Experience with the specific methodologies/technologies used with this program a plus. Technologies and methodologies include: Scaled Agile Framework 6.0, Department of War Acquisition Framework (specifically Software Acquisition Pathway), Microsoft Office Suite of Tools, Strong skills with PowerPoint and MS Project
Software Languages Familiarity: Java, Angular 9, TypeScript, HTML 5
Benefits
Best in class health benefits plan
Generous 401k with matching
Flexible work policies and schedules (dependent upon contract)
Generous Paid Time Off + All Federal Holidays
Special paid leave for: Bereavement, Voting, Military, and more
Paid Volunteer Hours for Community Outreach
Paid Parental Leave
Family-Friendly Company Paid Events
Annual Pet Insurance Benefit
Company
RBR
RBR is a Maritime company to create instruments to measure the blue planet. From the ocean abyss to the polar ice cap.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$1.4MKey Investors
Canada's Ocean Supercluster
2023-04-21Grant· $1.4M
Company data provided by crunchbase