Help Desk Technician

Connsci; Gaithersburg (MD); Remote; USD 50,000 - 75,000; Full time

Job summary

A leading company is seeking a Help Desk Technician to provide Tier 1-2 support for identity and access management in a federal program. Candidates should have a strong background in IT, excellent troubleshooting skills, and relevant certifications. This position offers the chance to work remotely while being part of a dynamic team focused on impactful work.

Benefits

Opportunities for professional growth

Collaborative and innovative work environment

Engaging in meaningful work

Qualifications

• 2+ years of IT experience in help desk or user support role.
• Public Trust or higher government clearance.
• Certifications like CompTIA A+ or HDI Support Center Analyst preferred.

Responsibilities

• Provide Tier 1-2 support for user issues regarding ICAM.
• Manage and document support tickets accurately.
• Collaborate with technical teams for process enhancement.

Skills

Technical troubleshooting

Effective communication

Customer service

Education

Associate degree in Information Technology

Job description

Connsci is seeking a skilled Help Desk Technician to provide Tier 1-2 support for identity and access management-related issues on one of our large federal programs. The ideal candidate will efficiently manage support requests, diagnose technical problems, resolve authentication issues, and escalate complex incidents appropriately. Effective communication, excellent customer service, and strong technical troubleshooting skills are critical for this role.

Key Responsibilities:

• Provide timely and effective Tier 1-2 support for ICAM-related user issues, including account provisioning and authentication troubleshooting.
• Manage and track support tickets, ensuring accurate documentation and efficient resolution.
• Communicate clearly and effectively with users and escalate complex issues to appropriate teams.
• Maintain detailed records of issues and resolutions to support continuous improvement.
• Collaborate with technical teams to identify and implement process enhancements.
• Ensure compliance with agency security and privacy standards during issue resolution.

Basic Qualifications:

• At least 2 years of information technology experience in a help desk or user support role
• Associate degree in Information Technology or related field; or equivalent experience
• Current Public Trust or higher level government clearance

Preferred Qualifications:

• 2+ years of experience providing support within Identity and Access Management (IAM) environments
• Certifications such as CompTIA A+ or HDI Support Center Analyst preferred

Location: This role can be performed remotely but occasional team meeting are possible so preference will be given to applicants who are local to the DC Metro area.

About Connsci

At Connsci, our mission is to be a trusted strategic partner for our clients, helping them achieve impactful results by addressing mission-critical issues that affect their bottom line. We recognize the importance of customizing our services to best fit our clients' needs and understanding what it takes to propel their organizations forward. By implementing industry-leading best practices and leveraging our multifaceted experience and expertise, we deliver services that are essential for any organization aiming to reach its goals.

What You Can Expect:

Collaboration and Innovation: Work in an environment where collaboration and innovation are key. You'll have the opportunity to contribute to projects that make a real difference for our clients.
Professional Growth: Be part of a team that values professional development. We offer opportunities for growth and advancement, allowing you to enhance your skills and career.
Impactful Work: Engage in meaningful work that addresses mission-critical issues and supports organizations in achieving their goals.

By joining Connsci, you'll become part of a dedicated team that is committed to delivering strategic, impactful solutions tailored to our clients' unique needs, enabling them to achieve their goals with confidence and efficiency. If you're passionate about cybersecurity and IT services, and eager to contribute to a dynamic team, we encourage you to explore opportunities with us.

At this time, Connsci will not sponsor a new applicant for employment authorization for this position.

Connsci is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Connsci makes hiring decisions based solely on qualifications, merit, and business needs at the time.