Helpdesk Specialist (SME)

Job Description

Cohere 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 Cohere!

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 FSP

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.

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