What are the responsibilities and job description for the Help Desk Analyst position at Sparibis?
Location: 100% remote
Years’ Experience: 4 years
Education: Bachelor’s degree
Work Authorization: Must show that applicant is legally permitted to work in the United States.
Clearance: Applicants must be able to meet the requirements to obtain a Secret security clearance. NOTE: United States Citizenship is required to be eligible to obtain a Secret security clearance.
Key Skills:
- Experience operating or supporting SCORM-compliant Learning Management Systems; especially experience with the Seaware LMS that supports training at the Navy Undersea Warfare Center (NUWC).
- Customer service focused with ability to provide accurate, timely, and professional resolution on all supported issues
- Ability to diagnose and resolve technical issues and escalate when appropriate.
- Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
- Experience with the Course and Learning Management System (LMS) software - Seaware is a plus.
Responsibilities
- Answers specific questions about installation, operation, configuration, customization and usage of assigned products.
- Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
- Escalates complex problems to senior level contract support team members.
- Level II knowledge of hardware and/or software products required.
- Experience with the access control processes and systems
- Knowledge of cloud based containerized environments.
- Knowledge of remote environments which have intermittent connectivity with the host systems.
- Knowledge of Navy ship-based network, computer systems and communications.
- Typically involves use of problem management database and help desk system.
Qualifications
- Must have or be able to obtain a Secret security clearance and up to a Top-Secret security clearance
- Minimum of 4 years of experience as a Helpdesk Specialist with at least 2 years in multi-server environments, customer service experience, or equivalent training and experience.
- Bachelor Degree required
- Must have experience operating or supporting SCORM-compliant Learning Management Systems; especially experience with the Seaware LMS that supports training at the Navy Undersea Warfare Center (NUWC)
- Experience with NIPR environments.
- Understanding and experience with Information Management and Cyber Security related processes and requirements (AR 25-2, NIST 8500.2, NIST SP 800-53/A, and NIST SP 37/A).
- Experience with the Course and Learning Management System (LMS) software - Seaware is a plus.
- Experience with the DevOps software Gitlab and the software development life cycle is a plus.
- Experience with AWS (Amazon Web Services) cloud environment is a plus.
- Understand and utilize ITIL processes (Incident, Problem, Change, etc.)
- Must be customer service oriented.
- Excellent verbal and written communication skills
About Sparibis
Sparibis LLC is a professional solution firm that Clients rely on to access the best talent to drive their business success.
Sparibis is an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply.
