Help Desk Specialist

Help Desk Specialist position at Soliel, LLC, an innovative Woman Owned Small Business delivering IT engineering and critical mission support services to the public sectors.

Requirements

• Respond to all telephone and email inquiries in a professional and timely manner.
• Maintain and organize electronic files, records, and documents ensuring accuracy and confidentiality.
• Assist with onboarding new employees with regards to NAVSEA Enterprise Mission Assurance Support Service (eMASS).
• Manage user account creation, modification, and termination processes in accordance with agency policies and procedures.
• Provide technical support and guidance to end-users regarding account provisioning, authentication, and access-related issues.
• Troubleshoot and resolve access-related issues promptly and efficiently, escalating as necessary to ensure timely resolution.
• Coordinate with users and program offices to ensure timely and accurate provisioning of access rights and services.
• Manage the Cybersecurity Resource Desk Ticketing System (CTS).
• Manage the day-to-day operation of the ticketing system, including ticket assignment, escalation, and resolution.
• Develop and implement best practices and standard operating procedures for ticket management and resolution.
• Monitor ticket queues and prioritize tickets based on urgency and impact.
• Collaborate with external teams, support staff, and program offices to ensure timely and effective resolution of issues.
• Collaborate with the developer to address issues related to the ticketing system and implement necessary upgrades or enhancements.

Benefits

• Major medical
• Dental
• Vision
• Paid holidays
• Paid Time Off (PTO)
• 401k
• Company matching