Help Desk Specialist

At B&A, we foster and embrace a distinct set of values that we live by and instill in all aspects of our organization: dedication, commitment, partnership, trust, and recognition. We have incorporated these values into successful delivery for our customers since 1988. B&A believes in ensuring its employees feel deeply connected to B&A, recognizing successes and hard work, and providing continuous opportunities to learn and grow. Our people are entrepreneurial thinkers that combine mindset, vision, and experience to drive value – not only to us as an organization, but to the clients we support. We promote a collaborative culture with our clients, and with each other, as one team working towards a common vision. We’d love for you to join our team!Job SummaryB&A is looking for a

Help Desk Specialist

to join a contract with a federal government client in support of an important mission. In this role, you will have the opportunity to work with a great team while supporting a federal project.ResponsibilitiesDiagnoses hardware, software, and operator problems and recommends remedial actions or procedural changes.Responds to user requests for assistance by phone, email, and web.Configures software such as help desk ticketing system.Writes and maintains help desk standard operating procedures and policies in program wiki or knowledge base system.Provides technical assistance and training to system users.Provides technical and administrative direction for personnel performing technical assistance and system testing.Applies application specific knowledge to ongoing issue resolution and system enhancement planning.Provides oversight and input to testing processes to ensure system changes and enhancements do not degrade system operation.Assists in the assessment of operational problems and provides feedback related to issue remediation.Organizes and prioritizes all escalated activities inclusive of testing, execution of system upgrades, improvements, and bug fixes.Reviews and contributes to test plans, schedules, test execution, and test results to ensure comprehensive coverage during any system changes or enhancements.Reviews work products for adherence to user documentation standards and templates.Reviews program documentation, system operational policies, and web-based content to ensure AOUSC standards/requirements are adhered to.Monitors the accuracy of information and system data that appear in a variety of web-based content and program-related publications.Performs quality assurance reviews of help desk tickets entered into the service desk ticketing system ensuring ticket resolution.Maintains documentation of workflow processes of service desk ticketing system and other support OSCAR program tools.Makes recommendations to the AOUSC on improvements to the service desk processes, tools, and documentation that complement industry standards.Responsible for the management of implementing improvements to the service desk.Assists in user acceptance and system testing.Education and ExperienceAn bachelor's degree in computer science/systems, information systems/technology, engineering, software engineering/programming, management, natural sciences, social sciences, mathematics, or business/finance.Education and experience requirements may be substituted with the following: Two years additional applicable experience may be substituted for a degree.5+ years of experience in Help Desk roles.Required SkillsExperience in providing technical assistance and on-the-job training.Security ClearanceUS citizenship required to obtain clearance.Clearance holders highly preferred.

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