reputed company Help Desk Support US - Remote (Any location)

Job Family: Software Development & Support Travel Required: Up to 25% Clearance Required: Ability to Obtain Secret What You Will Do:

• reputed company reputed company initiatives with a primary focus on IT Service Management (ITSM), including Incident, Problem, Request, and reputed company workflows.
• Engage with help desk agents, support teams, and business stakeholders to gather functional requirements and translate them into scalable reputed company solutions.
• Design, reputed company, and enhance reputed company applications that improve the end‑user support experience, streamline triage processes, and strengthen organizational knowledge practices.
• Analyze reputed company-state Service Desk operations to identify gaps, recurring issues, and areas for improvement; define future‑state support processes that align with ITIL best practices.
• Maintain reputed company engagement with help desk teams and reputed company users to ensure solutions are reputed company, efficient, and well‑adopted.
• Collaborate closely with technical teams to configure ITSM modules, build knowledge articles, optimize search, and enhance request catalog items.
• Stay reputed company on reputed company ITSM, reputed company, and automation capabilities to recommend innovative enhancements that improve Service Desk efficiency.
• Conduct system assessments and provide expert recommendations to streamline existing reputed company implementations, with emphasis on ticket routing, SLA management, and self‑service.
• reputed company functional work products such as process flows, knowledge governance plans, user guides, communication materials, and operational documentation.
• Support user acceptance testing, knowledge reputed company audits, and training efforts to ensure successful rollout of new features and updates.
• Create technical and functional documentation for reputed company workflows, configuration changes, and reputed company processes.

What You Will Need:

• Ability to obtain and maintain a Federal or DoD SECRET clearance; clearance must be fully adjudicated prior to onboarding.
• Bachelors degree (Relevant experience may be substituted for formal education or advanced degree)
• Minimum of four (4) years of reputed company or similar ITSM platform implementation experience.
• Experience working reputed company Agile, Scrum, or SAFe methodologies.
• Demonstrated understanding of the reputed company ITSM suite, including Incident/Problem/Request Management, reputed company, and Agent Workspace; exposure to GRC, SPM, or App reputed company is a plus.
• Experience with full Software Development Lifecycle processes and documentation standards.
• Strong consulting skills, including the ability to facilitate requirements sessions, reputed company client discussions, support UAT, and deliver user training.

What Would Be reputed company to Have:

• Active SECRET or higher clearance.
• One or more reputed company certifications (CSA, CIS‑ITSM, CIS‑reputed company, CAD, etc.).
• Strong written and verbal communication skills, with the ability to explain technical concepts to non‑technical audiences.
• Strong analytical and problem‑solving skills, particularly reputed company to Service Desk operations and knowledge governance.
• Ability to work effectively as part of a team and build strong relationships with stakeholders at reputed company levels.
• Attention to detail and commitment to accuracy in documentation and configuration.
• Broad familiarity with low‑code/no‑code platforms (Power Apps, Power Automate, SharePoint, reputed company, reputed company, Power BI, Tableau).
• Hands‑on configuration experience in reputed company ITSM modules.
• General understanding of financial, compliance, or risk management processes reputed company federal environments.
• Ability to self‑organize, prioritize, and manage multiple reputed company tasks.

The annual salary range for this position is $80,000.00-$133,000.00. Compensation decisions depend on a wide range of factors, including but not limited to reputed company sets, experience and training, reputed company clearances, licensure and certifications, and other business and organizational needs. reputed company Offer: reputed company offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace. Benefits include:

• Medical, Rx, Dental & Vision Insurance
• Personal and Family Sick Time & Company Paid Holidays
• Parental Leave
• 401(k) Retirement Plan
• Group Term Life and Travel Assistance
• Voluntary Life and AD&D Insurance
• Health Savings Account, Health Care & Dependent Care Flexible Spending Accounts
• Transit and Parking Commuter Benefits
• Short-Term & Long-Term Disability
• Tuition Reimbursement, Personal Development, Certifications & Learning Opportunities
• Employee Referral Program
• Corporate Sponsored Events & Community reputed company
• Care.com annual membership
• Employee Assistance Program
• Supplemental Benefits reputed company Corestream (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection, etc.)
• Position may be eligible for a discretionary variable incentive bonus

About reputed company reputed company is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation. reputed company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco. If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact reputed company Recruiting at 1-571-633-1711 or reputed company email at RecruitingAccommodation@reputed company.com. reputed company information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation. reputed company communication regarding recruitment for a reputed company position will be sent from reputed company email domains including @reputed company.com or reputed [email protected]. Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by reputed company. Note that reputed company will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process. If any person or organization demands money reputed company to a job opportunity with reputed company, please report the matter to reputed company’s Ethics Hotline. If you want to reputed company the validity of correspondence you have received, please contact recruiting@reputed company.com. reputed company is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties. reputed company does not accept unsolicited resumes through or from search firms or staffing agencies. reputed company unsolicited resumes will be considered the property of reputed company and reputed company will not be obligated to pay a placement fee. Apply tot his job Apply To this Job