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Job Description
- Req#: 3743990011640656
Employer Industry: Defense and Government Services
Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Work remotely, providing flexibility in your work environment
- Supportive and collaborative work environment
- Engage in meaningful work that supports national security missions
- Involvement in a program that enhances interoperability and data integration for critical operations
What to Expect (Job Responsibilities):
- Manage global authentication support operations, ensuring efficient troubleshooting of user access issues
- Develop and enforce Service Level Agreements (SLAs) for response times and ticket resolution
- Coordinate help desk workflows using IT service management (ITSM) platforms such as ServiceNow or JIRA
- Provide technical support for CAC authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control policies
- Submit Help Desk Performance & Support Metrics Reports detailing ticket resolution rates and SLA adherence
What is Required (Qualifications):
- Bachelor's degree in Information Technology, Computer Science, or a related field, or three (3) years of equivalent experience in IT support
- Demonstrated experience in resolving Tier 1 and Tier 2 support tickets and maintaining IT asset tracking systems
- Experience with Microsoft Windows, macOS, and cloud-based IT support tools
- Knowledge and capability to provide technical support for cloud-based and on-premises environments
- Strong skills in incident resolution, remote desktop support, and end-user assistance
How to Stand Out (Preferred Qualifications):
- Experience with IT service management platforms, particularly JIRA and ServiceNow
- Familiarity with cloud authentication systems and security policies
- Background in customer service best practices within an IT support context
#Defense #ITSupport #RemoteWork #CareerOpportunity #NationalSecurity
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