Help Desk Agent

 Soliel, LLC is an accomplished and innovative Woman Owned Small Business (WOSB) delivering IT engineering and critical mission support services to the public sectors. Soliel offers reach-back to experts in each field, a culture that supports employee growth and development, and a stable environment that affords cross-collaboration. We are currently seeking a Help Desk Agent for our DoD customer. The objective of the task area is to support a government’s client Help Desk, on site, at Fort Meade. The help desk agent will field requests for support from the ticketing system and email, research and identify solutions and provide answers to end users.

Location: Fort Meade, Maryland

Start Date: ASAP

Clearance: Secret

Key Responsibilities:

· Field incoming help requests from end users via both ServiceNow tickets and e-mail in a courteous manner.

· Coordinate with multiple support teams and vendors for escalations, and ensure we minimize work stoppages while accurately documenting problems

· Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. 

· Apply diagnostic utilities to aid in troubleshooting.

· Identify and learn appropriate software and hardware used and supported by the organization.

· Understand and comply with all contractual SLAs, policies and procedures

· Document and create reports tracking user and system metrics.

· Utilize established troubleshooting and process documentation.

· Contribute to team documentation with new or documentation updates.

Required Skills:

· Active SECRET clearance

· 2+ years of relevant in an incident management and/or customer service role. 

· CompTIA Security+ Certification or another DoD 8570 IAT II Certification.

· DISA or DoD experience

· Analytical skills used to troubleshoot mobile devices, application and certificate related issues. 

· The ability to break down technological processes and deliver clear, step-by-step instructions

· Good written and oral communication skills. 

· Strong problem-solving skills and ability to identify root cause.

· Ability to conduct research into a wide range of application issues as required. 

Preferred Skills:

· Experience with MDM tools

· Experience with PKI support and smart card enablement

· Experience with Purebred

Compensation:

· Excellent compensation commensurate with experience in related field(s) and performance 

· Major medical, dental and vision 

· Paid holidays 

· Paid Time Off (PTO)

· 401k and company matching

EEO/ AA/ NON-DISCRIMINATION STATEMENT: Soliel, LLC is an Equal Opportunity/ Affirmative Action/ Non-Discriminatory Employer. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity, age, physical or mental disability, or covered veterans. To learn more, please visit www.solielcom.com