HelpDesk Specialist BA

Description:

Diaconia is looking for a talented Help Desk Specialist to join our Amazing team!If you're looking to join a company that truly appreciates you and your talents, look no further! At Diaconia, we are committed to serving and caring for our colleagues, our clients and our community. Our team is made up of talented individuals who appreciate having the opportunity to contribute their knowledge and experience to further the growth and development of our industry. Our ideal candidates embrace diverse thinking, enjoy partnering with others and are seeking to make a difference!We are currently searching for a new, full-time member for our team for the position of: Help Desk Specialist
Department of State Office of Foreign Missions contract in Washington, DC on which we provide system development and full spectrum IT support services. The project needs a Helpdesk Specialist to provide user support to internal and external users of the OFM Information System. Work in a team environment to support a software system. Support users, initial triage of trouble tickets, and assist with software testing

Responsibilities:

The Helpdesk Specialist will provide Tier-1 user support Monday - Friday 8:30 - 5:00, via email and occasional Teams calls. Create/modify user accounts, respond to all Helpdesk emails for support. Address and work ServiceNow incidents, assign Tier-2 and Tier-3 incidents, and provide ticket reporting. Work with the technical staff to conduct release and user acceptance testing (UAT).

Job Responsibilities:

• Work independently to provide Tier-1 user support Monday - Friday, 8:30 - 5:00
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of users, executives, managers, and subject matter experts
• Create/modify user accounts, respond to all Helpdesk emails for support.
• Address and work ServiceNow incidents, assign Tier-2 and Tier-3 incidents, and provide ticket reporting.
• Participate in Release Smoke testing, and release testing in the user acceptance testing (UAT) environment
• Write technical and user guide documentation

Disclaimer "The responsibilities and duties outlined in this job description are intended to describe the general nature and level of work performed by employees within this role. However, they are not exhaustive and may be subject to change or modification at any time to meet the evolving needs of the organization.

Requirements:

Mandatory Skills

• At least 2-3 years of experience in a Help Desk environment. This can include a Call Center
• Excellent oral communication and writing skills
• Solid knowledge of Microsoft Office Suite, especially Outlook
• Has experience administering user accounts, passwords, and emails; and reviewing and maintaining security policies in accordance with Government and industry guidelines and best practices
• Experience triaging issues reported by users in emails or in trouble tickets

Preferred Skills

• ServiceNow reporting
• Software Testing

Clearance requirements: This position requires the candidates to have an active Secret clearance, an Interim clearance is good enough to start.