Title:
Help Desk Support Technician
ABOUT THIS POSITION
The successful Helpdesk Support Technician candidate will be part of the distributed KBR team supporting the Test Resource Management Center's (TRMC) Serengeti Research Development Test & Evaluation (RDT&E) Hybrid Cloud and the TRMC's Cloud Hybrid Edge-to-Enterprise Evaluation Test & Analysis Suite (CHEETAS) of tools. As an experienced Help Desk Support Technician, the successful candidate will play a crucial part in ensuring the smooth operation and user experience of our distributed userbase while also contributing to the overall responsiveness and efficiency of our BDKM and Cloud teams. The successful candidate will be the initial point of contact for all CHEETAS and Serengeti IT related questions to include: helpdesk-, service- and feature- requests. On both the classified and unclassified system this position will be responsible for: establishing & maintaining Confluence / Jira ticket workflows, monitoring Confluence wiki pages Jira tickets and helpdesk email reflectors for user requests / questions, creating and maintaining Jira tickets for those requests, maintaining awareness of all requests which come in from the community, resolving requests and answering questions when possible or elevating the question to Subject Matter Experts (SME) on the distributed TRMC team when necessary, this position will also be responsible for establishing and maintaining a frequently asked questions (FAQ) page to assist users with self-service all while tracking the lifecycle of all tickets from creation to resolution & closure to ensure no user request falls through the cracks. This position will be responsible for logging tickets, service requests and resolving support requests ensuring that service levels and targets are achieved as well as meeting end user satisfaction. The successful candidate must have excellent communication and problem-solving skills, must be a well-organized self-starter, must enjoy interacting with remote end users and must have a can-do attitude as this may be the first interaction end users have with the extended TRMC support team. As such the successful candidate will be expected to use all of their skills to provide those users with the best possible experience for our widely distributed remote userbase.
The position is expected to only have occasional travel but the willingness to travel up to 25% if necessary. Due to the requirement to monitor classified systems, the candidate will work be required to work onsite at the KBR Niceville, FL facility. Candidates without an existing Active DoD Secret clearance will NOT be considered.
Come join the ITEA award winning team responsible for revolutionizing how data analysis is performed across the entire Department of Defense!
Primary responsibilities:
- Provide first-line support for remote distributed end users in the use of DoD RDT&E critical analytical software solutions and cloud offerings.
- Initial point of contact for all classified and unclassified Serengeti & CHEETAS helpdesk requests.
- Records support requests in the central ticketing system (Jira), tracks and manages assigned (Jira) tickets, while also escalating to distributed team subject matter experts when necessary
- Monitors Jira system and email reflector daily and responds rapidly to userbase questions or requests.
- Creates and maintains Jira tickets for all end user interactions.
- Answers questions when possible, and when not possible reaches out to collaborate with distributed team subject matter experts to obtain an answer.
- Collaborate with other helpdesk team members to ensure consistency of responses to the end users.
- Maintains awareness of all tickets throughout that ticket's lifecycle.
- Maintains and provides helpdesk ticket metrics on a quarterly basis or as requested.
- Uses experience and problem-solving skills to identify frequently asked questions, develop and maintain FAQ site on both classified and unclassified wiki to assist end users with self-help options to enable the userbase to become more self-sufficient.
- Works closely with KBR Trainer and CHEETAS Quality Assurance (QA) team to identify trends within helpdesk tickets so that the Trainer can address those items within training videos and documentation.
- Willing to be flexible with working hours and shift work hours as necessary (with prior notification) to provide support coverage for userbase during important events in other time zones (our userbase is scattered from EST to HST).
Required Qualifications:
- Clearance: Must have an active Secret clearance to be considered for the position. Top Secret preferred.
- Must have experience working in a DoD environment, preferably within a DoD helpdesk.
- Minimum of 2+ years' experience working within an IT Service / Help Desk - preferably within DoD and preferably supporting a remote userbase.
- Must have experience using Atlassian Confluence / Jira software - preferably within a helpdesk environment.
- Ability to work independently and collaboratively in a team environment.
- Excellent communication and interpersonal skills at all levels, written verbal and face to face.
- Exceptional troubleshooting and problem-solving skills.
- Well organized and able to work under pressure.
- A driven individual who exemplifies a 'can-do' attitude and is happy to go the extra mile for users.
- Willingness to travel up to 25% of the time.
KBR is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.
