Job Title Help Desk Technician – Journeyman Project Location Columbia, Maryland Clearance Final Secret w SSBI IT-1 required, Top Secret preferred Final Secret IT-1 All personnel requiring IT-1 access under this contractorder shall undergo a favorably adjudicated Tier 5 (T5) investigation (formerly known as a Single Scope Background Investigation (SSBI)) as a minimum requirement. OR Top Secret Info Core business hours is defined as 0800 1700 during weekdays (regardless of time zone). Weekends and Federal holidays do not fall within core business hours. Technical support shall be available Monday through Friday during global government business hours. The DISA Global Service Desk will serve as the inject point for all tickets. Tier II will be the 247 escalation point for Tier III call out. Tier III must respond within 2-hours. The goal is to provide customer support to our global user base during their core business hours. Introduction IndraSoft, Inc. is seeking a Help Desk Technician Junior with a Full Secret IT-1 or Top-Secret Clearance to work in the Columbia, Maryland area. The Help Desk Technician will support DISA Storefront 247365 DISA Global Service Desk team and will be responsible for all Tier I and Tier II escalated incidents, to perform proactive near-real-time system monitoring that is applicable to the DISA Storefront solutionsapplication(s) troubleshoot and resolve trouble tickets, collaborate with development team to recreate problems in test environment, verify issue resolution on customers behalf, verify with the customer that the issue has been resolved and update using the Remedy ticketing system. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, andor ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Qualifications Required Bachelors Degree in a related technical discipline, or the equivalent combination of education, technical certifications, or training or work experience. 5 years of directly related experience in supporting Tier I, II, and III Help Desk operations. Proficient in the use of Remedy, JIRA, Kinetic Data, or Service Now for process tracking. Training on specific technologies (e.g. Oracle, Sybase, RedHat, Windows, ClearCase, Serena etc.). Proficiency in MS Office products. Knowledgeable in the use of remote-control utilities to resolve customer issues. Familiar with a variety of fields concepts, practices, and procedures. Experience in providing technical support and troubleshooting network, desktop andor systems hardware and software. Excellent communication, business analytical and problem-solvingtrouble shooting skills. Effective Customer Service and management skillscapabilities including a demonstrated ability to work cross-functionally (internally) andor externally. Strong English language skills (both written and verbal). Ability to work independently and as a team member in a collaborative environment. Ability to efficiently handle stressful situations. SecurityCertification Requirements Final Secret IT-1 required Top Secret preferred. Security Certification Qualifications Desired Help Desk Lead andor Tier III support experience on the DISA Storefront project. Essential Functions and Responsibilities Provide Tier I, II and III Help Desk support, ensure that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately. Maintain a Software Support Activity Report which will be used to track and report system and application support, incident, and problem tickets as well as the resolution of those tickets. Update Known Error Database. Provide Level 1-3 support for escalated incidents, and perform proactive near-real-time system monitoring that is applicable to the DISA Storefront solutionapplication(s), requiring DISA Storefront application-specific knowledge and reach-back to Oracle, as necessary, to resolve product issues. Analyze and resolve incidents promoted from Level 2 and document analysis and findings in Information Technology Lifecycle Management Library (ITLML) tool suite. Provide 24×7 monitoring to identify system issues, analyze performance issues (e.g., long-running programs, incompatibilities, missing or corrupted indexes, communication errors, Interfaces, Batch Jobs, etc.), document root cause, resolution, or recommendations. Provide Government with recommendations to reduce or eliminate unnecessary work and reduce number of handoffs and volume of Level 23 incidents. Participate in governance activities as required, including analysis, determination of root cause, document findings. Provide support for system release related activities (e.g., create, document, test and support the production patches that are built to move the code from the code base to production). Provide Level 3 support to include but not limited to the following activities Analyze and Resolve Changes escalated from Level 2 and document analysisfindings, Perform advanced incident trend analysis, performing advanced root cause analysis, managing and implementing hardware and software configuration changes escalated from level 2, collaborate with government infrastructure and service providers on Level 3 changes. Level 3 personnel to support Level 2 escalated incidents within defined two-hour response time. Level 3 personnel must be available to support incidents identified by appropriate government lead for operational issues within the defined response time. Operational incidents will require 247 support until the issue is resolved. Assisttrain junior level Help Desk personnel. Responsible for keeping the Project Management Team members aware of all working issues, and any shortfalls or requirements from the customer. Physical Demands While performing duties of the job, incumbent will be exposed to Normal demands associated with an office environment. Ability to work on computer for long periods, and communicate with individuals by telephone, email, and face to face. This position requires incumbent to have the ability to stand, walk, sit, use hands to finger, handle or feel objects, tools, or controls, reach with hands and arms, talk, and hear. Employee must be able to lift andor move up to 20 pounds. Specific vision abilities required by job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust and focus. Work Environment The noise level in the work environment is usually moderate. Equal Opportunity EmployerProtected VeteransIndividuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c) See job description