Help Desk Agent

Full-time

Description

Soliel, LLC is an accomplished and innovative Woman Owned Small Business (WOSB) delivering IT engineering and critical mission support services to the public sectors. Soliel offers reach-back to experts in each field, a culture that supports employee growth and development, and a stable environment that affords cross-collaboration. We are currently seeking a Help Desk Agent for our DoD customer. The objective of the task area is to support a government’s client Help Desk, on-site, at Fort Meade. The help desk agent will field requests for support from the ticketing system and email, research and identify solutions and provide answers to end users.

Location: Fort Meade, Maryland

Start Date: ASAP

Clearance: Secret

Key Responsibilities:

Field incoming help requests from end users via both ServiceNow tickets and e-mail in a courteous manner.

Coordinate with multiple support teams and vendors for escalations, and ensure we minimize work stoppages while accurately documenting problems.

Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

Apply diagnostic utilities to aid in troubleshooting.

Identify and learn the appropriate software and hardware used and supported by the organization.

Understand and comply with all contractual SLAs, policies, and procedures

Document and create reports tracking user and system metrics.

Required Skills:

Active SECRET clearance

2+ years of relevant experience in an incident management and/or customer service role.

CompTIA Security+ Certification or another DoD 8570 IAT II Certification.

DISA or DoD experience is highly preferred.

Analytical skills used to troubleshoot mobile devices, application and certificate related issues.

The ability to break down technological processes and deliver clear, step-by-step instructions

Good written and oral communication skills.

Strong problem-solving skills and the ability to identify root cause.

Ability to conduct research into a wide range of application issues as required.

Preferred Skills:

Experience with MDM tools

Experience with PKI/PKE support

Compensation:

Excellent compensation commensurate with experience in related field(s) and performance

Major medical, dental, and vision

Paid holidays

Paid Time Off (PTO)

401 (k) and company matching

EEO/ AA/ NON-DISCRIMINATION STATEMENT: Soliel, LLC is an Equal Opportunity/ Affirmative Action/ Non-Discriminatory Employer. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity, age, physical or mental disability, or covered veterans. To learn more, please visit