IT Help Desk Engineer (Mid)/(Junior)-Remote

Lensa; Washington (District of Columbia); Remote; USD 90,000 - 170,000; Full time

Job summary

A leading company in the career services industry is looking for a motivated IT Help Desk Engineer (Junior) to join a long-term project. The role involves delivering excellent customer service and troubleshooting IT issues for stakeholders. This remote position requires a Bachelor's degree and relevant experience, making it ideal for recent graduates seeking to build their careers in IT support.

Qualifications

• 1+ years of relevant work experience supporting complex projects.
• Excellent verbal, written and interpersonal communications skills.
• Highly motivated, organized, and strong attention to detail.

Responsibilities

• Provide excellent customer service in a timely manner.
• Respond to support requests from customers.
• Troubleshoot applications and guide users through issues.

Skills

Customer Service

Troubleshooting

Communication

Problem-Solving

Time Management

Education

Bachelor's degree in business, IT, or any related field

Tools

ServiceNow

Salesforce

Microsoft Office

Job description

IT Help Desk Engineer (Mid)/(Junior)-Remote

IT Help Desk Engineer (Mid)/(Junior)-Remote

13 hours ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Lensa is the leading career site for job seekers at every stage of their career. Our client, Shuvel Digital, is seeking professionals. Apply via Lensa today!

Position Overview

This recently awarded long term (5-year) contract involves multiple teams providing Development, Security, and Operations (DevSecOps) services to support the United States Citizenship and Immigration Services (USCIS) in the delivery of their Information Technology (IT) systems, with a primary focus on the Verification Information System (VIS). These teams will be responsible for operations and maintenance activities, as well as standardizing complex, large-scale, internet-facing websites and IT systems within an AWS cloud environment. Utilizing forward-thinking, modern, open-source technologies and managed cloud services, the project emphasizes strong customer engagement to ensure effective and efficient service delivery.

We are currently seeking a motivated, career, and customer-oriented IT Help Desk Engineer (Junior) to join our team supporting this contract. The Help Desk Engineer will troubleshoot issues to provide excellent customer service and support to system stakeholders.

Work Location

This is a long-term remote/telework position but candidates may require occasional on-site visits in the DC metro area. USCIS is headquartered in Camp Springs, Maryland.

Clearance

Client requires US citizenship, the ability to obtain and hold a public trust position, and favorable suitability based on a USCIS Background Investigation.

Responsibilities

• Provide excellent customer service in a timely and efficient manner
• Respond quickly and accurately to incoming support requests from customers and urgent emails as prioritized by Government
• Leverage a full suite of support and automation tools to resolve issues and requests
• Anticipate customer needs and gather necessary information before responding
• Troubleshoot issues related to applications, such as emergency software fixes and application interface problems. Guide users through troubleshooting steps as needed
• Generate clear and concise responses and emails; use screenshots and pictures, when necessary, and provide bullets or step-by-step instructions
• Define and create repeatable scripts/templates for commonly requested questions
• Maintain list of troubleshooting steps for common issues regarding the applications and augment as needed
• Proactively communicate progress, concerns, and issues to leaders and to stakeholders
• Monitor systems, networks, and server uptime and performance to identify and resolve potential issues proactively
• Attend status meetings and be prepared to discuss updates
  
  

Requirements

• Bachelor's degree in business, IT, or any related field
• 1+ years of relevant work experience supporting complex projects
• Experience or capable of using ticketing systems such as ServiceNow and Salesforce, managing various email inboxes, and interacting directly with the customers (end users) of USCIS systems through tiered support.
• Excellent verbal, written and interpersonal communications skills with the ability to communicate with both technical and non-technical users
• Highly motivated, quick learner, organized, strong time management skills and attention to detail
• Proficiency in Microsoft Office and other office productivity tools, with aptitude to learn new software and systems
• Critical thinking, analytical, and problem-solving skills
  
  

If you have questions about this posting, please contact [e-mail]

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Engineering and Information Technology

• Industries

  IT Services and IT Consulting

Referrals increase your chances of interviewing at Lensa by 2x

Sign in to set job alerts for “Information Technology Engineer” roles.

IT Help Desk Engineer (Mid)/(Junior)-Remote

District of Columbia, United States 6 months ago

Arlington, VA $90,000.00-$105,000.00 2 months ago

Arlington, VA $90,000.00-$105,000.00 2 months ago

Gaithersburg, MD $120,000.00-$140,000.00 6 days ago

Gaithersburg, MD $96,058.56-$144,081.59 3 weeks ago

Washington DC-Baltimore Area $130,000.00-$170,000.00 2 weeks ago

Arlington, VA $90,000.00-$105,000.00 2 months ago

Falls Church, VA $140,000.00-$260,000.00 2 weeks ago

Gaithersburg, MD $116,227.90-$174,341.84 1 week ago

Arlington, VA $90,000.00-$105,000.00 2 months ago

Identity & Access Management Analyst Level II - Information Technology

Washington, DC $144,000.00-$160,000.00 2 weeks ago

Washington, DC $135,000.00-$150,000.00 3 days ago

Silver Spring, MD $131,100.58-$184,804.44 1 week ago

Washington, DC $120,000.00-$125,000.00 1 week ago

Arlington, VA $120,000.00-$125,000.00 1 week ago

Washington, DC $140,000.00-$185,000.00 6 days ago

Arlington, VA $98,500.00-$206,800.00 1 month ago

Senior Staff Network Solutions Engineer (REMOTE)

Washington, DC $120,000.00-$260,000.00 2 days ago

Arlington, VA $90,000.00-$105,000.00 2 months ago

Sterling, VA $90,300.00-$189,600.00 4 months ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.