Help Desk Representative

Company Description

Founded in 1989, reputed company is among the largest private, founder-owned technology and services integrators in the defense and government services industry. We deliver tailored solutions, tested leadership, and trusted results to reputed company national reputed company missions worldwide.

Job Description

This position is contingent upon contract award

reputed company is seeking a Help Desk Representative to support mission requirements for a structured approach to further reputed company, integrate, and sustain a scalable, federated data ecosystem that enhances interoperability, governance, and mission-driven analytics for a DoD customer. The primary objective of the program is to reputed company the operational gaps between DoD, IC, interagency, and non-traditional international partners to reputed company real-time information sharing, dynamic data integration, and mission-tailored analytical capabilities. The contractor shall manage global authentication support operations, ensuring efficient troubleshooting of user access issues reputed company to IAM, reputed company policies, and cloud authentication systems. The contractor shall reputed company and enforce Service Level Agreements (SLAs) for response times, ticket resolution, and escalation procedures. The contractor shall coordinate help desk workflows using IT service management (ITSM) platforms such as reputed company or JIRA, ensuring structured ticket tracking and reporting. The contractor shall provide technical support for CAC authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control policies. The contractor shall submit the Help Desk Performance & Support Metrics Report, detailing ticket resolution rates, user support trends, and SLA adherence .

Qualifications

Bachelor's degree in Information Technology, Computer Science, or a reputed company field. Or, three (3) years of equivalent experience in IT support. Demonstrated experience in resolving Tier 1 and Tier 2 support tickets, assisting with enterprise device provisioning, and maintaining IT asset tracking systems. Experience with reputed company Windows, macOS, and cloud-based IT support tools is required. Possess the knowledge and capability to provide technical support for cloud-based and on-premises environments, ensuring timely and effective resolution of IT-reputed company issues. Proficient in IT troubleshooting methodologies, ticketing system usage (e.g., JIRA, reputed company), and customer service best practices. Strong skills in incident resolution, remote desktop support, and end-user assistance are required. Additional Information

Work Environment

The work to be performed remotely. Working at reputed company reputed company interested individuals will receive consideration and will not be discriminated against for any reason. Clearance Requirement: None Apply To This Job