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

Lensa; Washington (District of Columbia); Remote; USD 50,000 - 70,000; Full time

Job summary

A leading career site is seeking a motivated IT Help Desk Engineer (Junior) for a long-term contract supporting the USCIS. This remote position involves troubleshooting, customer service, and maintaining documentation, requiring a Bachelor's degree and relevant experience. Ideal candidates are organized, quick learners with strong communication skills.

Qualifications

• At least 1 year of relevant experience supporting complex projects.
• Experience with ticketing systems like ServiceNow and Salesforce.
• Excellent communication skills for technical and non-technical audiences.

Responsibilities

• Provide excellent customer service promptly and efficiently.
• Troubleshoot application issues and guide users through troubleshooting steps.
• Monitor systems, networks, and server performance to identify issues.

Skills

Customer Service

Troubleshooting

Communication

Critical Thinking

Problem Solving

Education

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

Tools

ServiceNow

Salesforce

Microsoft Office

Job description

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

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 long-term (5-year) contract involves teams providing Development, Security, and Operations (DevSecOps) services to support the United States Citizenship and Immigration Services (USCIS). The focus is on the Verification Information System (VIS), involving operations, maintenance, and standardization of large-scale, internet-facing websites and IT systems within an AWS cloud environment, utilizing modern open-source technologies and managed cloud services.

We are seeking a motivated, customer-oriented IT Help Desk Engineer (Junior) to support this contract. The role involves troubleshooting issues to provide excellent customer service and support to system stakeholders.

Work Location

This is a remote/telework position with occasional on-site visits in the DC metro area. USCIS headquarters is in Camp Springs, Maryland.

Clearance

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

Responsibilities

1. Provide excellent customer service promptly and efficiently.
2. Respond to support requests and urgent emails as prioritized by the government.
3. Use support and automation tools to resolve issues.
4. Gather necessary information proactively before responding.
5. Troubleshoot application issues, guide users through troubleshooting steps.
6. Communicate clearly via responses and emails, using screenshots and step-by-step instructions.
7. Create scripts/templates for common questions.
8. Maintain troubleshooting documentation and update as needed.
9. Proactively communicate progress and issues to stakeholders.
10. Monitor systems, networks, and server performance to identify issues.
11. Attend status meetings and provide updates.

Requirements

1. Bachelor's degree in business, IT, or related field.
2. At least 1 year of relevant experience supporting complex projects.
3. Experience with ticketing systems like ServiceNow and Salesforce, managing email inboxes, and supporting USCIS system end users.
4. Excellent communication skills for technical and non-technical audiences.
5. Motivated, organized, quick learner, with strong time management and attention to detail.
6. Proficient in Microsoft Office and willing to learn new software.
7. Strong critical thinking, analytical, and problem-solving skills.