IT Help Desk Engineer (Mid)/(Junior)-Remote

Position Overview

This recently awarded long term (5-year) contract involves multiple teams providing Development, Security, and Operations (DevSecOps) services to support the United States Citizenship and Immigration Services (USCIS) in the delivery of their Information Technology (IT) systems, with a primary focus on the Verification Information System (VIS). These teams will be responsible for operations and maintenance activities, as well as standardizing complex, large-scale, internet-facing websites and IT systems within an AWS cloud environment. Utilizing forward-thinking, modern, open-source technologies and managed cloud services, the project emphasizes strong customer engagement to ensure effective and efficient service delivery.

We are currently seeking a motivated, career- and customer-orientedIT Help Desk Engineer (Junior)to join our team supporting this contract. The Help Desk Engineer will troubleshoot issues to provide excellent customer service and support to system stakeholders.

Work Location:This is a long-term remote/telework position but candidates may require occasional on-site visits in the DC metro area. USCIS is headquartered in Camp Springs, Maryland.

Clearance:Client requires US citizenship, the ability to obtain and hold a public trust position, and favorable suitability based on a USCIS Background Investigation.

Key Responsibilities

• Provide excellent customer service in a timely and efficient manner
• Respond quickly and accurately to incoming support requests from customers and urgent emails as prioritized by Government
• Leverage a full suite of support and automation tools to resolve issues and requests
• Anticipate customer needs and gather necessary information before responding
• Troubleshoot issues related to applications, such as emergency software fixes and application interface problems. Guide users through troubleshooting steps as needed
• Generate clear and concise responses and emails; use screenshots and pictures when necessary, and provide bullets or step-by-step instructions
• Define and create repeatable scripts/templates for commonly requested questions
• Maintain list of troubleshooting steps for common issues regarding the applications and augment as needed
• Proactively communicate progress, concerns, and issues to leaders and stakeholders
• Monitor systems, networks, and server uptime and performance to identify and resolve potential issues proactively
• Attend status meetings and be prepared to discuss updates

Required Qualifications

• Bachelor's degree in business, IT, or any related field
• 1+ years of relevant work experience supporting complex projects
• Experience or capability in using ticketing systems such as ServiceNow and Salesforce, managing various email inboxes, and interacting directly with the customers (end users) of USCIS systems through tiered support
• Excellent verbal, written, and interpersonal communication skills with the ability to communicate with both technical and non-technical users
• Highly motivated, quick learner, organized, with strong time management skills and attention to detail
• Proficiency in Microsoft Office and other office productivity tools, with an aptitude to learn new software and systems
• Critical thinking, analytical, and problem-solving skills