Overview:

Job Title: Help Desk Technician

Job Location: Remote, US

Security Clearance:Position requires the ability to obtain a Government issued Secret Clearance

Due to the nature of the work and US Government contract requirements, US Citizenship is required.

Position requires flexibility for shift work.

Job Responsibilities:

Trace Systems is seeking a Help Desk Technician to work remotely in support of the DoD Enterprise Unclassified Information Sharing Service (UISS) All Partners Access Network (APAN) program.

The Help Desk Technician provides Tier I technical support to APAN users including but not limited to; identify, troubleshoot, and resolve problems and issues pertaining to the capabilities and services available to APAN users; provide training to end users on how to use APAN capabilities and services efficiently; produce help desk documentation; support metrics gathering; assist with software quality assurance testing; deliver service over the phone, by email, and trouble tickets as directed.

Daily Job Responsibilities:

• Resolve Tier I requests received through emails, support tickets, and phone calls.

• Provide support on Service Level Agreements (SLA) in team collaboration environment.

• Evaluate and validate requests and escalate to the next tier of support when appropriate by adherence to escalation and troubleshooting procedures.

• Track support requests to ensure that the requester is provided with the resolution.

• Ensure requests are logged, assigned, and responded to in a timely manner.

• Develop helpdesk training documentation for internal users (helpdesk /KM members) and produce user guides for external users.

• Provide helpdesk training to internal users as required.

• Assist in software QA testing.

• Prepare helpdesk reports and maintain files and records.

• Work closely with APAN knowledge managers (KM) to support KM tasks as needed.

• Provide chronology of system outages and service interruptions.

• Position requires flexibility for shift work.

• Perform other duties as required .

Minimum Qualifications:

• Five to ten years direct experience in the last fifteen years.

• Must have the ability to communicate clearly and effectively, orally and in writing, including technical solutions in a user-friendly manner.

• Position requires the ability to read, understands and apply complex technical information.

• Ability to research a variety of information, analyze problems, identify solutions, and implement recommendations in support of requirements.

• Position requires the ability to obtain a Government issued Secret Clearance.

• Due to the nature of the work and US Government contract requirements, US Citizenship is required.

Education:

• Bachelor's Degree or twelve (12) years of progressively knowledgeable and skilled experience in networking technical support can be substituted in lieu of a degree

Trace Systems

Trace Systems, headquartered in Vienna, Virginia, was founded to support and defend our nation's security interests at home and abroad–– whenever and wherever. We provide cybersecurity, intelligence, communications, networking and information technology services, systems, and solutions to the United States Department of Defense, Intelligence Community and Department of Homeland Security.

To Apply: We invite you to put your talents to work by joining a growing team of dynamic professionals here at Trace Systems! Be part of a culture at our leading edge company where you can achieve great things while fostering a satisfying and rewarding career progression. Please apply directly through the website at: www.tracesystems.com. #jointracesystems (https://twitter.com/hashtag/jointracesystems?src=hash)

Trace Systems is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Job ID 2024-5922

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