Hybrid - Help Desk Support Service Specialist - Senior (Contingent Upon Award)

Bull Bear Defense Solutions is an IT and Cybersecurity focused Native American Owned Company. Our proven Cybersecurity Subject Matter Experts provide consulting services focused on making an impact for America’s Government and Commercial clients through ensuring Cybersecurity compliance needs are understood and results are trusted.

We are a fast growing team of experienced Cybersecurity and IT professionals making a difference for our nation.

This Position

As a Help Desk Support Service Specialist -Senior, this position handles the most complex IT technical support requests for the user base and leads the other Service Center Technicians in direction of providing the utmost support. The Help Desk Support Service Specialist -Senior shall manage and document customer support issues, remediation and customer satisfaction using a structured system for task resolution. The Help Desk Support Service Specialist -Senior shall independently analyze and resolves operational issues for the technical support center and shall assist the Federal Functional Lead in prioritizing tasks for the Service Center Technicians that are working on task resolution. The SHelp Desk Support Service Specialist -Senior shall provide reports for technical support activity, property accountability, lead meetings and event schedules.

Requirements

• The HD Support Service Specialist shall ensure that the service desk is responsive to end user problems.
• The HD Support Service Specialist shall develop a communications plan that outlines the procedures and feedback processes for the dissemination of information to customers and for the systematic gathering of feedback.
• The HD Support Service Specialist shall appoint a dedicated team lead who will be responsible for directly managing all day to day operations and monitoring problems as they are reported for both service desk locations.
• The HD Support Service Specialist shall record all calls into the NPS supported Service Desk Ticketing system. Service Desk employees are responsible for recording required data (Customer contact information, issue to be addressed, etc.) for each call.
• The Contractor Service Support staff shall accept, troubleshoot, triage and prioritize all support requests and then collect, document and store (knowledge database), and present information to agency users via the Service Desk Ticketing system. Referenced information to include in the support ticket will include, but is not limited to, Policies, Procedures, technical information, Frequently Asked Questions (FAQ), and contact information.
• The HD Support Service Specialist shall research technical documentation, determine the urgency, provide instruction to the user, and either close the ticket or escalate the call.
• The HD Support Service Specialist shall monitor the escalated tickets to insure they are being resolved according to defined SLAs and completing/closing tickets timely. Reminders and notifications to NPS Supervisor may be required.
• The Service Support staff shall assist in the maintenance and update service desk technical reference information, support communications and the Knowledge management database. The documentation will also include, but is not limited to, NPS support links, technical information, alerts, scheduled maintenance, Frequently Asked Questions (FAQ), and contact information. The Service Support personnel shall notify the government team lead when data becomes outdated and coordinate the updating of the documentation.
• The HD Support Service Specialist shall make every effort to resolve all issues at the time of ticket acknowledgement. This will be the initial method for resolving issues at the lowest possible tier level before escalating the ticket for additional support.
• The HD Support Service Specialist shall log and assign priorities for all requests not resolved at the time of the call as defined by internal NPS policies and procedures based on specific definitions.
• The HD Support Service Specialist shall adhere to the NPS ITSM operating procedures and any existing service level agreements.

Experience

• At least five (5) years of specialized experience including Service Center support in a multi-server environment, comprehensive knowledge of PC operating systems (e.g., Windows), networking and mail standards. The technician needs to demonstrate the ability to effectively communicate orally and in writing and to have a positive customer service attitude.
• Excellent organizational skills.
• Excellent time management skills
• Excellent documentation creation, revision and delivery skills
• Ability to prioritize duties based on shifting demands.
• Strong analytical and problem-solving skills.
• Proficient in the English language for communication and creating documents.
• Excellent verbal and written communication skills.
• Excellent problem-solving skills and strong attention to detail.
• Ability to work effectively in a rapidly changing, team-based environment.
• Excellent communication and collaboration skills with business and technical communities.
• Proficient in Microsoft Office suite.

Active Certifications

• CompTIA A+ or higher is required

Employment Type

Full Time / Permanent (90 day probationary period subject to client evaluation)

Background Check

Medium Background Investigation (MBI) security clearance is required before starting work

Working Conditions

This position requires M-F core hour support to our customer. Accommodation requests for alternative working schedules may be approved at the discretion of our customer.

Telework

Teleworking may be authorized at the discretion of the contract manager and customer. This position is currently considered Hybrid

Education

Associate’s degree (Bachelor's Degree preferred) or Certificates from technical training institute

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience level:

• 5 years

Schedule:

• 8 hour shift

Application Question(s):

• Do you have a favorable MBI and a National Criminal History Check (NCHC) background investigation or can obtain one as part of performance of the job?

Ability to Relocate:

• Washington, DC 20240: Relocate before starting work (Required)

Work Location: Hybrid remote in Washington, DC 20240