What are the responsibilities and job description for the Help Desk Specialist 1 position at DCCA?
DCCA is a veteran-owned IT business specializing in providing innovative solutions to a variety of government agencies and commercial enterprises since 1982. DCCA is proud to offer career growth opportunities and a competitive compensation and benefits package. Visit our website at: www.dcca.com
Help Desk Specialist 1
Candidate must have an active TS/SCI w/Poly
For over 40 years, DCCA has provided a broad range of IT services to government agencies and commercial enterprises, helping them to feel confident in their IT infrastructure. With DCCA, these organizations can be confident in the flexibility and skill of their IT partners, allowing them to upgrade their technology quickly and efficiently. Better yet, thanks to DCCA’s successful track record, clients can rest assured knowing DCCA can tackle any problem with ease, allowing them to focus on the work that matters.
Internally, DCCA prides itself on a culture built on integrity and inclusivity, allowing its employees to build lasting skills and relationships. As a veteran owned business, DCCA knows the importance of recruiting employees with a wide range of backgrounds, allowing for every problem to be approached by a diverse array of perspectives. Join us and be part of a team that has a people first mentality and a dedication to excellence.
The Level 1 Help Desk Specialist shall possess the following capabilities:
- Utilize work aids to resolve tickets at lowest level of support.
- Receive, triage and route tickets to Tier 2 Help Desk according
- Compile and organize data for monthly status reports
- Develop an understanding of the numerous process flows to other IT systems, create and maintain user accounts
- Create Help Desk tickets in the designated ticket tracking system, provide an initial acknowledgement to the end user validating receipt of the ticket
- Assist users with account creation, accessing and using IT systems
- Update Standard Operating Procedures documents to adapt to new system functionality or configuration changes
- Analyze, log and track issue and problem tickets related to Intelink application
- Provide trend analysis and metrics to the Government based on gather data and monthly status reports
- Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
- Provide daily written and oral communications, make recommendations for improving documentation
Qualifications:
Two (2) years demonstrated Help Desk experience. Bachelor’s degree in a Technical, Math or Business discipline from an accredited college or University is required. Four (4) years of additional Help Desk experience with an Associates or six (6) years experience may be substituted for a Bachelor’s degree.
Certifications: Compliance with DoD 8570.01-M with a minimum certification of IAT Level I
The proposed salary range for this position in Maryland is 90,000 to 98,000. Final salary will be determined based on various factors. Our comprehensive benefit offerings include healthcare, retirement plan, paid disability and life insurance programs, employee assistance program, paid and unpaid leave programs, education assistance, and wellness initiatives.
At DCCA, we believe the key to providing our clients with unrivaled services starts with retaining top talent, something we’re able to do through our consistent commitment to building culture and comprehensive benefits.
Competitive Compensation: While salary at DCCA is determined by various factors, we are committed to making sure our salaries reflect the skill and expertise of our employees. In addition, each year we perform an annual salary review ensuring pay is equitable across both the company and industry at large.
Growth Opportunities: DCCA makes it a priority to help you grow and support your career advancement. From upskilling programs to recertification support, to professional development opportunities, we’re here to help you grow your career and create lasting relationships.
Emphasis on Inclusivity: DCCA’s culture emphasizes respect, equity, and opportunity and is supported by an array of business resource groups and other opportunities for connection.
Empowering Health: DCCA’s benefits which encompass healthcare, paid time off, and flexible 401(k) options encourage you to live a healthy and fulfilling life, both in and outside of work. Learn more about our total benefits package on our Benefits page.
Mission Focused Work: From the defense industry to health IT management, DCCA allows you to work on innovative projects whose outcomes improve people's lives and solve today’s IT problems.
DCCA is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.
