Help Desk Coordinator - HUD
Help Desk Coordinator - HUD
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
cFocus Software seeks a Help Desk Coordinator to join our program supporting the Department of Housing and Urban Development (HUD). This position is on-site in Washington DC.
Qualifications:
- Bachelors degree in Cybersecurity Information Technology Computer Science or other related fields
- 5-10 of Help Desk experience
- Housing and Urban Development experience is highly desired
Duties:
- Monitor HUDs standard ticket tracking system (currently Service Desk) daily for service tickets assigned to the systems.
- Respond to service tickets from the HUD National Help Desk and shall provide technical support for system users who report application problems.
- Analyze and diagnose problems assigned by the HUD National Help Desk and document the problems via a Service Desk Ticket Report.
- Provide an initial analysis of all assigned tickets within one business day.
- Recommend a strategy or strategies to the TPOC that will fix or address the problem consistent with the priority and complexity.
- Implement the TPOC-approved strategy to fix or address the problem provided the work is within the scope of the Operations task.
- Send information and respond to requests for information concerning the cause of the problem to the organization/resource best equipped to address the problem.
- Act as Liaison with IT and Infrastructure production staff for troubleshooting system problems.
- Notify the TPOC of the resolution of the problem.
- Close all assigned tickets in no later than two business days.
- Clearly and accurately document the resolution actions dates and contacts.
- Update the ticket to document the fact that development fixes are pending.
- Update the Service Desk ticket with the future release date and then close out the ticket
Required Experience:
Senior IC
Employment Type
Full-Time
