Description:

SFI is seeking a Tier 1 Help Desk Support Specialist for a customer service help desk department. Help Desk Specialists will support IT users of the Department of Commerce, International Trade Association Office. The position is remote with headquarters at the Department of Commerce in Washington, DC. There are two weeks on in person training before working remote, and meetings as needed will be required. The schedule available is Sunday to Thursday, any shift between 11:00 PM to 8:00 AM.

Project Overview:
ITA has over 3,500 employees and Contractors/Interns located around the world providing services to U.S. companies and their trading partners, U.S. trade policy makers, and U.S. trade representatives. ITA provides services including trade policy development, trade analysis, trade promotion, trade negotiation, and fair-trade enforcement. The ITA’s mission is to create prosperity by strengthening the competitiveness of U.S. industry, promoting U.S. trade and investment, and ensuring fair trade and compliance with trade laws and agreements.

The ITA’s OCIO office provides Information Technology services to a domestic and international customer-base. The IT services provided by OCIO include network and infrastructure services, enterprise architecture services, application development services, web hosting services, IT acquisition services, IT customer support services, cyber security services, and IT policy and planning services.

ITA’s Customer Support Center (CSC) is responsible for providing Tier I and Tier II IT support. It provides a Tier I single-point-of-contact (SPOC) IT Help Desk, which responds to all customer inquiries and provides end-to-end ownership (e.g., logging, tracking, resolution and reporting) of Help Desk Incidents and Service Requests. The CSC also provides Tier II desktop support services. Requests for information, Help Desk Incidents and Service Requests shall be resolved by the Contractor staff or may need to be referred/escalated to more specialized entities for resolution such as other OCIO staff, business unit subject matter experts (SME), another Contractor or other designated third parties.

Primary Responsibilities:

• Manage incidents and service requests received via telephone, voicemail, email, portal, instant messenger, and other approved contact method
• Resolve service requests such as password resets, PIN unlocks, install, and troubleshoot approved software, install drivers, create website unblock requests, salesforce requests and manage shared mailboxes and distribution lists.
• Provision, modify and delete accounts in Active Directory
• Re-install pre-packaged software
• Identify and resolve incidents, and escalate to Tier II and management as needed
• Provide support to identified VIPs
• Develop and maintain standard operating procedures for the help desk
• Promote the adoption of self-service options across ITA

Required Skills & Qualifications

• Previous experience in an IT help desk role.
• Proficient in Microsoft Windows, Office Suite, and Active Directory.
• Ability to identify and solve customer issues quickly during first contact.
• Ability to resolve level 1 Salesforce tickets.
• Candidates may need to work weekends and holidays as needed.

Desired Skills & Qualifications

• Ability to interact at all levels of management internally, and with customers and suppliers
• Superior communication skills, both verbal and written
• Excellent follow-through
• Professional appearance
• Takes initiative and doesn’t need constant instruction
• Must be able to multi-task and manage time amongst clients
• Flexibility and ability to bounce between projects quickly

Additional Requirements:

• In order to meet the clearance requirements for this opportunity, candidates must be a US Citizen or Green Card Holder.
• Ability to pass a US Public Trust background investigation for access to the client site and computing systems. You must have lived in the US for the past three (3) years.
• All candidates will be subject to a complete background check to include, but not limited to Criminal History, Education Verification, Professional Certification Verification, Verification of Previous Employment and Credit History.

About the Company:

Spatial Front provides IT solutions to federal, state, and local governments, and the private sector. SFI is nationally recognized by Inc. Magazine by being awarded the Inc. 5000 Award in 2018, 2019, 2020 and 2021. We pride ourselves on being one of the premier employers in the VA, MD, DC area.

Our commitment to excellence in client services and product development means that our people are attentive, hands-on, and bring industry-leading expertise that will meet and exceed your needs in a timely and cost-effective manner.

Every employee at SFI is a leader. We don’t settle. We motivate others to reach their full potential. To learn more about us visit: www.spatialfront.com

Other Information:

• The salary range for this position is $30,000-$40,000 annually.
• This is a full-time position. Please no agencies, third parties, or corp-to-corp.
• Equal-opportunity Employer, EOE AA M/F/Vet/Disability.
• Spatial Front Inc. participates in E-Verify.