Help Desk Analyst

Resource Management Concepts, Inc. (RMC) provides high-quality, professional services to government and commercial sectors. Our mission is to deliver exceptional management and technology solutions supporting the protection and preservation of the people and environment of the United States of America. RMC is hiring for a Help Desk Analyst who will provide support to an RDT&E environment at Patuxent River, MD.
The selected applicant will:
• Provide first-line support for end users of analytical software solutions and cloud offerings.
• Initial point of contact for all 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 trainer and 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:
• A Bachelor's Degree and zero to three (0-3) years of experience in related infrastructure, operating systems, system administration work is required. Six (6) years of additional related work experience or an Associate's Degree and four (4) years of additional related work experience may be substituted for a Bachelor's Degree.
• Must have experience working in a DoD environment preferably within a DoD helpdesk.
• The selected applicant must have DoD 8570/5239 IAT Level II Certification (Security CE) and the ability to work independently and as part of a team in RDT&E environments.
• An active DoD Top Secret clearance is required to start. Applicant selected may be subject to a security investigation and must meet eligibility requirements for access to classified information.