Helpdesk Specialist Tier 2 (Active DOD Clearance Required)

Job DescriptionJob Description

THIS POSITION REQUIRES AN ACTIVE TS/SCI CLEARANCE. DO NOT APPLY IF YOU DO NOT MEET THIS REQUIREMENT.

TO BE CONSIDERED, YOUR RESUME MUST ADDRESS THE REQUIREMENTS IN THIS POSITION

CANDIDATES WHO DO NOT ANSWER SCREENING QUESTIONS WILL NOT BE CONSIDERED

SarelaTech is seeking an Intermediate Helpdesk Specialist to support large-scale migration and operations on a large, high-profile DOD contract. The I3TS program provides enterprise-wide IT support to enable DTRA’s Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA’s internal and external mission partners operating in CONUS and OCONUS locations.

In this role, a successful candidate you will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems.

You will serve as the initial point of contact for IT-related problems and incidents. In this capacity you will provide phone, online and deskside support to users, performing technical triage, troubleshooting, resolving the issues, and following escalation protocols as necessary. Additional duties will include:

• Provide great and prompt customer service to DTRA personnel by assisting them with IT-related issues.
• Document and communicate degradation of services or outage issues information to customers and help with resolution.
• Analyze, troubleshot, and resolve tickets based on the Help Desk allocation process.
• Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.
• Ensure your assigned tickets stay within the program’s AQL/SLA commitments.
• Open and close tickets in Remedy and/or Service Now.
• Ensure all tickets, requests, and work orders are properly documented.
• Create or coordinate the development of Knowledge Base Articles (KBA)
• Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds.
• Provide support for new employees setting up ADPE (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services.

Required Qualifications:

• Bachelors Degree with 4+ years of relevant experience or a Master's Degree with 2+ years of experience. Additional experience will be considered in lieu of a degree.
• Active DOD TS/SCI Clearance
• Information Assurance Technician (IAT) Level II
• Experience in IT customer service including two (2) years of IT ticketing system experience and one (1) year of experience in remote desk takeover tools and usage.
• Experience meeting service level goals and targets.

Desired Qualifications:

• Experience with Office 365, remote desktop applications, and experience with Windows Server and Cisco networking
• Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.

Company DescriptionSarela Technology Solutions is a Professional Information Technology (IT) Services company specializing in Cybersecurity Operations, Cybersecurity Compliance, Cloud Engineering, Software Engineering, and Program/Project Management. At SarelaTech, you’ll be part of a mission-focused, values-driven team working on meaningful defense programs. We prioritize integrity, innovation, and continuous improvement in everything we do. If you thrive in a collaborative environment with opportunities for technical growth and leadership, we want to hear from you.

Our Vision: Deliver innovative IT and cybersecurity solutions that empower our customers to achieve mission success, today and tomorrow.
Our Mission: To be the trusted technology partner that enables secure, agile, and mission-driven success across every domain we serve.
Our Values: Honor, integrity, courage, excellence, commitment, and continuous improvement are embedded in our DNA.

Sarela Technology Solutions, LLC is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on any basis or status protected under federal, state, or local lawCompany DescriptionSarela Technology Solutions is a Professional Information Technology (IT) Services company specializing in Cybersecurity Operations, Cybersecurity Compliance, Cloud Engineering, Software Engineering, and Program/Project Management. At SarelaTech, you’ll be part of a mission-focused, values-driven team working on meaningful defense programs. We prioritize integrity, innovation, and continuous improvement in everything we do. If you thrive in a collaborative environment with opportunities for technical growth and leadership, we want to hear from you.\r\n\r\nOur Vision: Deliver innovative IT and cybersecurity solutions that empower our customers to achieve mission success, today and tomorrow.\r\nOur Mission: To be the trusted technology partner that enables secure, agile, and mission-driven success across every domain we serve.\r\nOur Values: Honor, integrity, courage, excellence, commitment, and continuous improvement are embedded in our DNA.\r\n\r\nSarela Technology Solutions, LLC is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on any basis or status protected under federal, state, or local law