Helpdesk Specialist III

Patriot, LLC is seeking a Helpdesk Specialist III to provide expertise to a federal client in support of their mission critical systems in defense of our Homeland.
As a Helpdesk Specialist, you will be responsible for providing technical support to our users and clients by triaging, researching, and answering questions regarding the program and systems.
Specific Responsibilities:

• Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person
• Assist customers, troubleshoot problems, and coordinate technical support.
• Account creations, account lockouts, password changes
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Log and route service requests and incidents in an incident management system.
• Maintain service level agreements related to Desk Side support Service/Incident requests
• Direct unresolved issues to the next level of support team member
• Establish phone bridge with next level of support and customer leads per SOP’s
• Receive and input critical time data in various formats and ingest it into the vetting system. Data may be received in various formats and must be converted to a customer defined format such as XML for ingest into the system

Requirements:

• Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered
• Active Secret clearance is required.
• This contract supports systems that require 24x7x365 uptime. Candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule.
• At least seven (7) or more years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service.
• At least seven (7) or more years of experience utilizing any Incident Management Ticketing System such as:

o Remedy v20.02
o ServiceNow
o Other, comparable systems
Preferred Key Skills and Abilities (not contractually required):

• DHS Suitability

Patriot, LLC is committed to a drug-free workplace. As such, the Company conducts pre-employment, reasonable cause, random and contract-mandated testing in accordance with federal and state law.

Patriot, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

To request accommodations for the application process please contact jobs@patriotllc.net or call 410-381-8015.

About Patriot LLC:

Patriot LLC (Patriot), located in Columbia, Maryland is an established, privately held government and commercial services Contractor with dedicated employees who bring relevant, responsive and adaptive solutions to our customers.

In 2014, Patriot’s CEO Anthony Russo was recognized as a Circle of Excellence Smart CEO Finalist and was profiled in the November/December issue of SmartCEO magazine. The Circle of Excellence Awards program recognizes CEOs who have succeeded in taking an aspect of their businesses to a level most companies rarely achieve.

In 2013, we received the Baltimore Business Journal’s award for being the largest veteran owned business based in the Baltimore area. In 2012, we received the 2012 Best in Columbia for our work in the areas of Computer Integrated Systems Design.

In 2011, we received the Best of Maryland Award. Today, with multiple government and commercial Programs, our Core Competencies have evolved in several key operational, technical and program support areas.

As a value-added partner, we provide our government and commercial customers with the quality assurance, performance-based and program management credentials required for a maximum Return on Investment (ROI), and sustainable strategic advantages, for both the short and long terms.

Lastly, as a “verified” Service-Disabled Veteran Owned Small Business (SDVOSB) and a Maryland Department of Transportation (MDOT) Minority/Disadvantaged Business Entity (MBE/DBE), Patriot is committed to delivering the highest quality personnel, most innovative approaches wrapped in state-of-the-art solutions using the latest and most advanced technologies available.

As required by Executive Order 14042, government contractor employees are required to be fully vaccinated against COVID-19 regardless of the employee’s duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be vaccinated against COVID-19 and submit documentation of proof of vaccination by November 24, 2021 or before beginning work if after November 24. Patriot will provide additional information regarding what information or documentation will be needed and how you can request a legally required exception from this requirement.

Company website: http://www.patriotllc.net/

Company address: 9520 Berger Road Suite 212 Columbia MD 21046