Help Desk Specialist SBG

Job Details

Level: Experienced

Job Location: SBG REMOTE POSITION Anywhere, VA

Position Type: Full Time

Education Level: 2 Year Degree

Salary Range: Undisclosed

Travel Percentage: Up to 25%

Job Shift: Day

Job Category: Information Technology

Description

SBG, a DSS, Inc. company, specializing in engineering, information technology, cybersecurity, intelligence, and training, is looking for a hardworking resultsoriented Help Desk Specialist. The ideal candidates for this position have strong attention to detail, analytical and ethical, who can excel in a very fastpaced government contractor environment.

**Contingent Upon Contract Award**

OVERVIEW

A Help Desk Specialist provides frontline technical support for endusers across the organization. The ideal candidate will be skilled in troubleshooting hardware, software, and network issues, managing service tickets, and ensuring timely and effective resolution of ITrelated problems. This role also involves documentation of technical procedures and training employees on basic IT systems and tools.

The Help Desk Specialist will:

• Provide level II technical support during both business and nonbusiness hours.

• Follow VA support processes using ServiceNow as primary tool

• Create Knowledge Base (KB) articles to drive Incident support to Tier 1

• Follow through on closure of incident, problem, and requests

• Monitor, prioritize, and respond to IT service tickets in a timely manner.

• Troubleshoot and resolve hardware, software, and network issues.

• Escalate complex problems to appropriate IT teams or vendors when necessary.

• Implement standard solutions and support rollouts of IT systems and updates.

• Document troubleshooting steps, solutions, and standard procedures for reference.

• Assist in training employees on the use of IT tools, systems, and best practices.

• Maintain a high level of customer service in all support interactions.

• Assess training effectiveness and gather feedback to improve future sessions.

• Provide oneonone or small group training and support as needed.

• Stay current with industry trends and technologies to keep training content up to date.

• Collaborate with IT and project teams to understand training needs for new systems or updates.

• Follow all VA security and privacy policies and guidelines

• SECURITY AND PRIVACY DUTIES AND RESPONSIBILITIES

  Individuals working for SBG Technology Solutions, Inc, a DSS, Inc. will be subject to security and privacy requirements as explained in HIPAA, FedRAMP, and NIST 80053. Additionally, they are required to undergo specific FedRAMP training to ensure compliance with all associated controls and responsibilities in the daytoday performance of their duties. Individuals working in departments that are considered to be in the highrisk category will be required to undergo advanced training based on their role and level of access. Individuals with access to modify data and the configuration baseline will require further training.

  The preceding functions are examples of the work performed by employees assigned to this job classification. Management reserves the right to add, modify, change or rescind work assignments and make reasonable accommodation as needed.

  Qualifications

  
  

  Required

  • Minimum of five years handson experience configuring, troubleshooting, and repairing networking equipment, Windows servers and workstations, Active Directory, and MS365

  • Three years of experience in a clientfacing environment

  • Experience providing technical support in a help desk or IT support environment.

  • Strong problemsolving skills and attention to detail.

  • Handson experience configuring, troubleshooting, and repairing networking equipment, Windows servers and workstations, Active Directory, and MS365

  • Experience in a clientfacing environment

  • Excellent communication and interpersonal skills.

  • Ability to work independently and manage multiple priorities.

  • Familiarity with Windows andor macOS operating systems, Microsoft Office Suite, and common IT tools.

  • Strong troubleshooting and diagnostic skills.

  • Excellent written and verbal communication.

  • Customer service orientation with a positive, proactive attitude.

  • Ability to follow and create technical documentation.

  • Preferred

    • Experience with ticketing systems (e.g., ServiceNow, Jira Service Desk, Zendesk).

    • Basic knowledge of networking, Active Directory, and remote support tools.

    • EDUCATION:

      • Associate degree or completion of a 2year technical program in a Computer Science or relevant field OR

      • 4 additional years of relevant experience in lieu of education.

      • PHYSICAL DEMANDS:

        Standing	10% per day
        Sitting	60% per day
        Walking	5% per day
        Stooping	0% per day
        Lifting	If traveling, the ability to lift up to 50 lbs. unassisted (luggage, laptop, etc.) Up to 15 lbs. unassisted, several times a day (laptop, office equipment, office supplies, etc.)
        Computer Work	100% per day
        Telephone Work	60% per day
        Reading	100% per day
        Other, please specify	Travel unassisted less up to 10% per year, via aircraft or privately owned vehicle.

        SBG, Inc. is an Equal Opportunity Employer

        If you need an accommodation seeking employment with SBG, Inc., please email recruiting@sbgts.com or call (703) 2999093. Accommodations are made on a casebycase basis.