We are currently looking to hire an experienced Help Desk Specialist to provide 24x7 Help Desk support as defined by first response/Tier 1/Level 1 support. You will provide phone and in-person support to users in the areas of e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications. You will serve as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems.

Requirements:

• Experience in utilizing work aids to resolve tickets at lowest level of support

• Experience in receiving, triage and route tickets to Tier 2 Help Desk according and compile and organize data for monthly status reports

• Experience in creating Help Desk tickets in the designated ticket tracking system, provide an initial acknowledgement to the end user validating receipt of the ticket

• Experience in updating Standard Operating Procedures documents to adapt to new system functionality or configuration changes and analyze, log and track issue and problem tickets related to Intelink application

• Experience in providing trend analysis and metrics to the Government based on gather data and monthly status reports and ensure compliance with security procedures for data handling, participate in planning sessions for process improvement

• Experience in creating Help Desk tickets in the designated ticket tracking system, provide an initial acknowledgement to the end user validating receipt of the ticket

• Experience in understanding emerging machine learning and pattern recognition algorithms and guide a team of data scientists in integrating state-of-the-art algorithms into solutions and delegate analysis responsibilities to one or more team members and monitor performance

• Two (2) years demonstrated Help Desk experience

• Bachelor’s degree in a Technical, Math, or Business discipline from an accredited college or University is required

• Active TS/SCI clearance with Polygraph

  About Kaizen Approach

  We love what we do, and that drives us to create the best possible results for our customers. We apply years of experience in Cybersecurity and Learning & Development to guide our customers in ongoing improvements that keep their employees’ skills current, and their companies protected.

  Our reputation is built on the skills and successes of our employees. We care about them as individuals, and we support and encourage them in their professional growth and personal happiness. We sincerely value every member of our team.

• Premium Healthcare

• 4 Weeks of PTO

• 11 Paid Holidays

• Gifted 401k

• Profit Sharing

• Paid Training and Admin Time