What are the responsibilities and job description for the Help Desk Specialist II (Journeyman) position at DigiFlight?
Digiflight, Inc. is looking for highly motivated Help Desk Specialist to support end users on a government contract. These individuals will part of a DevSecOps program operating in an Agile SAFe framework and will serve as the initial point of contact for IT related problems and provide tier level support which will consists of providing phone and online support to users, performing troubleshooting, resolving technical issues, and following escalation protocols as necessary.
Primary Responsibilities
a) Provides support to end users to resolve technical problems on a variety of issues
b) Ensures a timely process through which problems are controlled (includes problem recognition, research, isolation, resolution, and follow-up)
c) Responds to telephone calls, email, and personnel requests for technical support
d) Documents, tracks, and monitors the problem to ensure a timely resolution
e) Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
f) Simulates or recreates user problems to resolve operating difficulties
g) Recommends systems modifications to reduce user problems.
h) Experience with interacting with customers to handle service inquiries and problems.
i) Provide support to the implementation, troubleshooting and maintenance of IT systems.
j) Rapidly distinguish isolated user problems from enterprise-wide application/system problems.
k) Coordinate with customers and stakeholders to collect data, conduct analysis, develop, and implement solutions associated with incident tickets and requirements.
l) Duties include examining customer problems and implementing appropriate corrective action to initiate a repair or return.
m) This role analyzes recurring problems, annotating, and initiates solutions for preventing reoccurrence.
Basic Qualifications
a) Significant experience working in with Linux and Windows operating Systems
b) Significant experience supporting a broad range of assignments requiring originality and innovation in determining how to accomplish tasks.
c) Experience with Scripting/Automation
d) Experience with troubleshooting issues in a growing environment
e) Time management skills
f) Strong oral and written communications skills
Candidate must be a US Citizen
Candidate must have an active TS/SCI
Candidate must have a MA/MS degree with a minimum of 10 years of experience. This may be substituted with a BS/BA degree and a minimum of 12 years of total experience.
Our People
DigiFlight attracts the most highly skilled workforce to protect some of our nation’s most sensitive systems. Before joining the company, many DigiFlight professionals served our country in a civilian and/or military capacity. Our diverse team provides innovative solutions as they support critical clients in tackling tough challenges. Most importantly, our team is passionate about their work and making a difference.
Our corporate culture promotes a healthy work/life balance.
Our Benefits
DigiFlight’s competitive benefits package allows employees to manage their personal and professional portfolios through a variety of features and programs. Our benefits include:
- Health, Dental, Vision, and Flexible Spending Account
- Paid Time Off (PTO)
- 11 paid holidays
- Tuition Education Assistance
- Professional Development
- 401(k) retirement plan
- Life insurance and short- and long-term disability insurance
- Employee Referral Program
- Marketing Incentive Plans
DigiFlight, Inc. (DFI) is an Affirmative Action, Equal Opportunity Employer. DFI offers a highly competitive, family-oriented benefits package.
