Help Desk Specialist - Cleared

Take2 Consulting, LLC; Colorado Springs (CO); On-site; USD 40,000 - 60,000; Full time

Job summary

Take2 Consulting, LLC is seeking a Helpdesk Specialist to support a federal client’s mission-critical systems. The role requires a Secret clearance and is onsite in Colorado Springs.

You will provide front-line IT support, triage issues, and track incidents to resolution within an on-call, 24x7 framework. The position demands strong customer service skills, the ability to work with various ticketing systems, and adherence to standard operating procedures.

Qualifications

• US Citizens required by federal contract.
• Active Secret clearance required.
• Must reside within commutable distance to Colorado Springs and be onsite during transition.
• Contract requires 24x7x365 uptime with recall participation.

Responsibilities

• Serve as first point of contact for customers via ticket, phone, email or in person.
• Troubleshoot issues, provide guidance, and coordinate formal support.
• Log events, problems and resolutions in the incident system.
• Update customer status and information; maintain SLAs for Desk Side/Incident requests.
• Route service requests to appropriate support levels and escalate as needed.
• Coordinate with next level of support and establish phone bridge per SOPs.
• Input critical data into the vetting system in required formats like XML.

Skills

Customer service

Communication

On-site availability

On-call recall

Tools

Incident management system

Job description

Take2 has proven experience bridging the intersection of technology and people solutions. As a proven, trusted provider for our Federal and commercial clients, we provide the right solutions, at the right time through trusted partnerships, customized to solve our client’s unique business challenges. Take2 invests time, discipline, and rigor into our technology and people solutions, as well as utilizes our proprietary People Cloud. Whether we are bridging the gap between IT talent and our customers’ business challenges, Take2 will work as a partner to best resolve client needs.

Take2 is hiring a cleared Help Desk Specialist. This role requires a Secret Clearance or Higher to interview. This position is onsite and will require you to work out of Colorado Springs:

Job Description:

Take2 is seeking a Helpdesk Specialist 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.

Shifts:

The position involves 12-hour and 8-hour shifts. This schedule alternates between daytime and overnight shifts to ensure coverage for the 24/7/365 operations.

The Schedule is:

1) Weekday Shift (Sun - Wed) alternating Wednesday

• Shifts are as following: 5:30 AM - 5:30 PM
• Typically, 2 - 12-hr shifts and 2 - 8-hour shifts

Specific 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.
• 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

Requirements

• Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered.
• Active Secret clearance is required.
• Due to agency and contract requirements, candidates must be U.S. citizens with no dual citizenship.
• 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.
• Telework: Candidates must reside within a commutable distance and be available to work onsite at the customer’s discretion. This includes being on-site during the transition period. Must be based around Colorado Springs, CO.
• 0-3 or more years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service.
• 0-3 or more years of experience utilizing any Incident Management Ticketing System such as: