Help Desk Analyst III (Tiered-Service Delivery Support) - REMOTE
Help Desk Analyst III (Tiered-Service Delivery Support) - REMOTE
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$ 70000 - 90000
1 Vacancy
Job Description
SUMMARY
Provide Tier 1 and Tier 2 support under a TieredService Delivery Model (TSDM) for the Rating Career Domain Continuum (RCDC) Task Order under the Navys Learning Stack (LS) program. Assist users accessing RCDC systems tools and data platforms.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Emphasize customercentric service delivery technical issue triage releaserelated communication support and contribution to knowledgebase documentation.
- Work closely with the Operations Manager System Administrators and DevSecOps staff to monitor and escalate servicerelated incidents troubleshoot platform issues and ensure users have reliable access to systems.
- Monitor service desk queues log incidents and escalate issues per SOPs.
- Assist with releaserelated communications system status updates and change notification tracking.
- Create and maintain help desk documentation FAQs usability guides and training materials in SharePoint.
- Contribute to Monthly Status Reports (MSRs) and metrics reporting related to help desk volume and response time.
- Participate in knowledgebase documentation lifecycle by drafting support articles ticket resolution templates and service guides.
- Track support tickets and user issues in ticketing systems such as Jira Service Management.
- Assist with onboarding and account provisioning in coordination with the Information System Security Officer (ISSO).
- Coordinate with Cybersecurity and Engineering teams to escalate access and security issues impacting operations.
- Maintain continuous awareness of RPOC and PMW 240 operational requirements and SLAs.
- Maintain regular and punctual attendance.
- Perform other duties as assigned.
SUPERVISORY RESPONSIBILITIES
None.
Requirements
MINIMUM QUALIFICATIONS
- Bachelors degree or equivalent experience in IT Information Systems or related field.
- Four plus (4) years of experience supporting DoD/Navy help desk environments.
- Familiarity with TieredService Delivery Models and escalation workflows.
- Working knowledge of Microsoft Office Suite and SharePoint.
- Experience with Jira Service Desk Confluence or similar ITSM and documentation tools.
- CompTIA Security or equivalent CSWF certification.
- Ability to obtain/maintain Secret clearance (generally this requires U.S. Citizenship).
- Must obtain and maintain any necessary security access and/or background checks.
DESIRED QUALIFICATIONS & SKILLS
- Strong technical troubleshooting communication and documentation skills.
- Experience supporting Navy programs and platforms.
- Experience contributing to contract deliverables such as CDRLs or QASP metrics.
- Prior involvement in drafting or maintaining SharePoint knowledgebase.
WORK SCHEDULE
Fulltime. May be required to work additional hours as needed to complete assignment or project.
TRAVEL
The expected travel time is less than 25%.
DRIVING REQUIREMENTS
Must have or be able to attain a valid state drivers license and be insurable on the companys automobile insurance policy. Driving with or without accommodation may be required when traveling for training and/or short occasional amounts of local driving. The expected driving time is less than 25%.
WORK ENVIRONMENT
Work is expected to be remote; however the company reserves the right to require onsite work.
PHYSICAL DEMANDS
Position consists of sitting for long periods of time bending stooping crouching and lifting weights up to 20 pounds. Frequently uses hands/fingers for manipulation of keyboard and mouse. It is Katmais business philosophy and practice to provide reasonable accommodations according to applicable state and federal laws to all qualified individuals with physical or mental disabilities.
COMPENSATION & BENEFITS PACKAGE
- Pay range: $70000to $90000per year.
- Eligible Benefits: Medical Dental Vision Life & AD&D Insurance LongTerm & ShortTerm Disability Insurance 401(k) Savings Plan Employee Assistance Program (EAP) Paid Time Off (PTO) 11 Paid Federal Holidays and Leave of Absence.
Compliance:
To be considered for this position all applicants must apply on the company website are a VEVRAA Federal Contractor
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age race colorreligion sex sexual orientation gender identity or national origin disability status protected veteran status marital status familial status or any other characteristic protected by law. Preference will be given to Ouzinkie Shareholders Descendants of Shareholders and Spouses of Shareholders in accordance with Title 43 U.S. Code 1626(g) and Title 42 U.S. Code 2000e 2(i).
Required Experience:
IC
Employment Type
Full-Time
