New

Helpdesk Specialist

Annapolis Junction, MD

Helpdesk Secialist, #913

Clearance: US Citizenship Required; DHS Secret Clearance Required. Candidates with dual citizenship cannot be considered per federal requirements.

Dev Technology is seeking a Helpdesk Specialist to provide expertise to a federal client in support of their mission critical systems in defense of our Homeland. 

As a Helpdesk Specialist, you will be responsible for providing technical support to our users and clients by triaging, researching, and answering questions regarding the program and systems.

What You'll Be Doing: :

  • Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person
  • Assist customers, troubleshoot problems, and coordinate technical support.
  • Account creations, account lockouts, password changes
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Log and route service requests and incidents in an incident management system.
  • Maintain service level agreements related to Desk Side support Service/Incident requests
  • Direct unresolved issues to the next level of support team member
  • Establish phone bridge with next level of support and customer leads per SOP’s
  • Receive and input critical time data in various formats and ingest it into the vetting system. Data may be received in various formats and must be converted to a customer defined format such as XML for ingest into the system

Required Education, Experience, and Skills: 

  • Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered
  • Active Secret clearance is required.
  • Due to agency and contract requirements, candidates must be U.S. citizens with no dual citizenship.
  • This contract supports systems that require 24x7x365 uptime. Candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule.
  • 0-3 or more years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service.
  • 0-3 or more years of experience utilizing any Incident Management Ticketing System such as:
    • Remedy v20.02
    • ServiceNow
    • Other, comparable systems

 

 

 

 

Who We Are

Dev Technology is a growing IT company with an employee-centric culture that works on mission-critical projects for the federal government. We partner with our federal customers to deliver technology services and solutions, and to drive our client’s missions forward through innovation. We use Agile and DevSecOps principles to provide services including application development, biometrics and identity management, cloud and infrastructure optimization, IT and legacy modernization, and data management.   

As a Washington Post Top Workplace award winner for the past ELEVEN years in a row, the Top Workplaces USA for the past three years, and a recipient of the Companies As Responsive Employers (CARE) Award for the past four years, Dev Technology employees enjoy:   

  • Generous and flexible time-off policy
  • Flexible work schedules and telework options, including remote work availability for eligible projects
  • Career development opportunities including a mentorship program, technical and management training through Dev University, hands-on learning through DevLab, tuition reimbursement, and paid training opportunities
  • Industry-leading benefits including a choice of two health plans that include dental and vision, flexible spending account, commuter benefits, life insurance, and more
  • 401K matching with a 5% matching contribution
  • Regular team and company social events including our annual party, happy hours, fitness challenges, and more  
  • A focus on community engagement including company wide support activities, employer match for donations, and time off for volunteer efforts
  • To learn more about working at Dev Technology visit, Working At Dev Technology Group

 

 

 

 

 

Dev Technology Group operates in the following states: AL, AR, AZ, CO, DC, FL, GA, ID, IL, IN, MD, MA, ME, MI, MN, MO, NC, NJ, OH, OR, PA, SC, TN, TX, VA, WV.

 

 

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Dev Technology Group offers you the option to engage in SMS text conversations about your job application. By participating, you also understand that message frequency may vary depending on the status of your job application, and that message and data rates may apply. Please consult your carrier for further information on applicable rates and fees. Carriers are not liable for delayed or undelivered messages. Reply STOP to cancel and HELP for help. By opting-in to receiving SMS text messages about your job application, you acknowledge and agree that your consent data, mobile number, and personal information will be collected and stored solely for the purpose of providing you with updates and information related to your job application. No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

 

 

 

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