Help Desk Specialist - SBG - Military veterans preferred

SBG, a DSS, Inc. company, specializing in engineering, information technology, cyber-security, intelligence, and training, is looking for a hard-working results-oriented Help Desk Specialist. The ideal candidates for this position have strong attention to detail, analytical and ethical, who can excel in a very fast-paced government contractor environment.

**Contingent Upon Contract Award**

OVERVIEW

A Help Desk Specialist provides front-line technical support for end-users across the organization. The ideal candidate will be skilled in troubleshooting hardware, software, and network issues, managing service tickets, and ensuring timely and effective resolution of IT-related problems. This role also involves documentation of technical procedures and training employees on basic IT systems and tools.

The Help Desk Specialist will:

• Provide level II technical support during both business and non-business hours.

• Follow VA support processes using ServiceNow as primary tool

• Create Knowledge Base (KB) articles to drive Incident support to Tier 1

• Follow through on closure of incident, problem, and requests

• Monitor, prioritize, and respond to IT service tickets in a timely manner.

• Troubleshoot and resolve hardware, software, and network issues.

• Escalate complex problems to appropriate IT teams or vendors when necessary.

• Implement standard solutions and support rollouts of IT systems and updates.

• Document troubleshooting steps, solutions, and standard procedures for reference.

• Assist in training employees on the use of IT tools, systems, and best practices.

• Maintain a high level of customer service in all support interactions.

• Assess training effectiveness and gather feedback to improve future sessions.

• Provide one-on-one or small group training and support as needed.

• Stay current with industry trends and technologies to keep training content up to date.

• Collaborate with IT and project teams to understand training needs for new systems or updates.

• Follow all VA security and privacy policies and guidelines

SECURITY AND PRIVACY DUTIES AND RESPONSIBILITIES

Individuals working for SBG Technology Solutions, Inc, a DSS, Inc. will be subject to security and privacy requirements as explained in HIPAA, FedRAMP, and NIST 800-53. Additionally, they are required to undergo specific FedRAMP training to ensure compliance with all associated controls and responsibilities in the day-to-day performance of their duties. Individuals working in departments that are considered to be in the high-risk category will be required to undergo advanced training based on their role and level of access. Individuals with access to modify data and the configuration baseline will require further training.

The preceding functions are examples of the work performed by employees assigned to this job classification. Management reserves the right to add, modify, change or rescind work assignments and make reasonable accommodation as needed.

Required

• Minimum of five years hands-on experience configuring, troubleshooting, and repairing networking equipment, Windows servers and workstations, Active Directory, and MS365

• Three years of experience in a client-facing environment

• Experience providing technical support in a help desk or IT support environment.

• Strong problem-solving skills and attention to detail.

• Hands-on experience configuring, troubleshooting, and repairing networking equipment, Windows servers and workstations, Active Directory, and MS365

• Experience in a client-facing environment

• Excellent communication and interpersonal skills.

• Ability to work independently and manage multiple priorities.

• Familiarity with Windows and/or macOS operating systems, Microsoft Office Suite, and common IT tools.

• Strong troubleshooting and diagnostic skills.

• Excellent written and verbal communication.

• Customer service orientation with a positive, proactive attitude.

• Ability to follow and create technical documentation.

Preferred

• Experience with ticketing systems (e.g., ServiceNow, Jira Service Desk, Zendesk).

• Basic knowledge of networking, Active Directory, and remote support tools.

EDUCATION:

• Associate degree or completion of a 2-year technical program in a Computer Science or relevant field OR

• 4 additional years of relevant experience in lieu of education.

PHYSICAL DEMANDS:

Standing

10% per day

Sitting

60% per day

Walking

5% per day

Stooping

0% per day

Lifting

• If traveling, the ability to lift up to 50 lbs. unassisted (luggage, laptop, etc.)
• Up to 15 lbs. unassisted, several times a day (laptop, office equipment, office supplies, etc.)

Computer Work

100% per day

Telephone Work

60% per day

Reading

100% per day

Other, please specify

• Travel unassisted less up to 10% per year, via aircraft or privately owned vehicle.

SBG, Inc. is an Equal Opportunity Employer

If you need an accommodation seeking employment with SBG, Inc., please e-mail recruiting@sbgts.com or call (703) 299-9093. Accommodations are made on a case-by-case basis.