Jr. Help Desk Support Specialist

Odenton, MD - USA

Yearly Salary: USD 70000 - 100000

Posted on: 13 hours ago

Vacancies: 1 Vacancy

Job Summary

RBR-Technologies is a small service-disabled veteran-owned information and technology business founded on the basic principle of delivering customer mission success. RBR-technologies prides itself on our commitment to mission success as exemplified by the trust our customers and contract partners place in us. From RBRs first employee to the present day every team member has a passion for mission success. Since 2011 we have continued to employ the highest caliber of professionals whose success is attributed to the intelligence dedication and years ofexperience within many government organizations including the Intelligence Community (IC) Department of Defense (DoD) and Defense Information Systems Agency (DISA).

RBR-Technologies has an immediately available opening for a Help Desk Support Specialist to support our DCSA customer Our specific work which revolves around technology modernization for Industrial Security is an ongoing effort to add an analytic capability for industry partners and Government analysts that collects stores automates and centralizes information supporting risk analysis for entities in the Defense Industrial Base (DIB). The candidate will support DCSA Industrial Security technology modernization by delivering help desk and software development services that will support existing web application development that enhance and extract insights from specific commercial and government data.

The Help Desk Support Specialist provides front-line and advanced technical support for an enterprise IT system serving as a primary point of contact for users and resolving incidents service requests and technical issues across multiple functional areas. This role supports system availability user productivity and service-level objectives through effective troubleshooting documentation escalation and customer engagement.

Primary responsibilities include:

Serve as the initial point of contact for user support requests received via phone email chat or service management tools.
Log categorize prioritize and track incidents and service requests in accordance with established help desk processes.
Resolve routine and well-documented technical issues using approved procedures scripts and knowledge base resources.
Perform advanced troubleshooting for complex or non-routine issues including analysis of system behavior configurations logs and error conditions.
Support user account management activities including access requests password resets role-based permissions and entitlement validation.
Provide guidance to users on system functionality workflows and standard operating procedures.
Identify issues requiring escalation and coordinate with Tier 3 support engineering teams vendors or system administrators as appropriate.
Participate in incident response activities including support for high-priority or service-impacting events.
Conduct root cause analysis for recurring or systemic issues and recommend corrective or preventive actions.
Develop update and maintain technical documentation and knowledge base articles to improve support efficiency and first-contact resolution.
Ensure timely communication with users regarding issue status resolution progress and closure.
Support system updates patches releases and configuration changes by validating fixes and assisting with post-deployment user support.
Contribute to continuous improvement of help desk processes troubleshooting guides and customer service practices.
Adhere to applicable security privacy and compliance requirements while handling user data and system access.
Secondary responsibilities may include high level briefing development project scheduling and overarching task management.

Required Qualifications

Bachelors in IT Operations or related discipline
2 years of related experience required
Active Secret clearance

Preferred Qualifications

Familiarity with agile software development methodologies including JIRA and Confluence.

Experience with the specific methodologies/technologies used with this program a plus. Technologies and methodologies include:

Scaled Agile Framework 6.0
Department of War Acquisition Framework (specifically Software Acquisition Pathway)
Microsoft Office Suite of Tools
Strong skills with PowerPoint and MS Project

Software Languages Familiarity

Java
Angular 9
TypeScript
HTML 5

A career at RBR-Technologies doesnt mean you have to make sacrifices in other areas of your life.

Best in class health benefits plan
Generous 401k with matching
Flexible work policies and schedules (dependent upon contract)
Generous Paid Time Off All Federal Holidays
Special paid leave for: Bereavement Voting Military and more
Paid Volunteer Hours for Community Outreach
Paid Parental Leave
Family-Friendly Company Paid Events
Annual Pet Insurance Benefit

Equal Employment Opportunity has been and will continue to be a fundamental principle at RBR-Technologies where employment is based on personal capabilities and qualifications without discrimination because of race color religion sex sexual orientation gender identity or expression pregnancy age national origin disability status genetic information protected veteran status or any protected characteristic as established by law. This policy of Equal Employment Opportunity applies to all policies and procedures relating to recruitment employment promotion transfer training working conditions compensation benefits termination and all other conditions of employment.

Required Experience:

Junior IC