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Form of work
SalaryCapital Technology Group provides expert consulting services software development, digital transformation, human-centered design, data analytics and visualization, and cybersecurity.
Our multidisciplinary teams use agile methodologies to rapidly and incrementally deliver value in close collaboration with our clients. For over a decade, we have been trusted by both federal and commercial clients to solve complex, mission-critical business challenges. The quality of our work has been recognized by our partners and peers through our inclusion in the Digital Services Coalition, a group of forward- thinking firms recognized for excellence in delivering IT services.
Description
Capital Technology Group (CTG) is on a mission to modernize and innovate the way the federal government delivers software. For this role specifically, we are seeking a Senior Help Desk & Operations Engineer (Full-Time) to work closely with other teams to provide technical support to our users.
Client Requirements: Applicants must be legally eligible to work in the US without requiring sponsorship and must be capable of passing a federal background investigation.
Responsibilities
- Provide 40 hours per week, Monday to Friday, of Help Desk and operations support.
- Hours will be split with other team members to ensure coverage from 8:00 am to 7:00 pm EST, Monday to Friday.
- Typical Help Desk shifts vary
- Implement defined processes for problem resolution and security requirements.
- Generate weekly reports documenting Help Desk calls/inquiries.
- Handle account creation, modification, and deletion requests.
- Ensure forms have correct signatures and approvals; reject improperly completed forms and notify submitters.
- Analyze Help Desk tickets to identify root causes.
- Develop and publish Help Desk tips and knowledge base updates quarterly.
- Communicate system outages, maintenance notifications, and updates to users.
- Maintain/update communication distribution lists.
- Collaborate with project management and technical writing teams on drafting email communications.
- Respond to calls/voicemail messages per team guidelines.
Requirements
- 4+ years of experience as a Help Desk Support Engineer
- Strong customer service and interpersonal skills as demonstrated by a work history reflecting ability to work well in a team environment
- Experience working in a dynamic environment and producing quality work with demanding timelines
- Must be detail oriented, particularly when multitasking
- Excellent verbal and written communication skills in the English language
- Excellent administrative skills: organized, efficient, and versatile
- Must be able to get up-to-speed quickly
- Strong communication and problem-solving skills
Nice to Have Skills
- Basic knowledge of SQL
Salary
- $40,000-$55,000 annually
Benefits
- Flexible work-from-home policy
- Competitive compensation package
- Medical, Dental, and Vision
- Life Insurance, Short/Long Term Disability
- Employee Assistance Program
- 401(k) with 4% matching
- Liberal PTO vacation policy
- Generous annual continuing education
- Annual wellness budget
- Bonus incentive programs - employee referrals and performance-based rewards
Thanks for your interest in Capital Technology Group!
Capital Technology Group is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
