Help Desk Technician HLSF12

Washington, DC

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E3 Federal Solutions (E3) is an award winning Veteran Owned Business specializing in providing acquisition management, financial management, and program management support to the federal government. E3's strong understanding of federal acquisition, contract, financial management and program management organization (PMO) lifecycles paves the way for mature organizational processes, experienced resources, responsive management and proven management methodologies to meet and exceed client goals. Excellence, Integrity, Accountability, Community and Humility are the core values of E3 as we continue to strive in becoming a recognized leader in the management consulting community that both federal agencies and industry partners value doing business with. We are an organization that offers both our employees and clients an exceptional experience; our culture will be contagious, while always maintaining a genuine reputation.

Position Description

E3 is seeking a Help Desk Technician to support the Department of Homeland Security (DHS) Office of Chief Security Office (OCSO) requiring expertise in helping the client to manage help desk operations and technical projects. We are looking for the Help Desk Technician to be responsible for the following:

Available shift times: 8:30-4:30 and 11:30-8:00

  • Understand Homeland Security Presidential Directive-12 (HSPD-12) policy and Standards for Federal employees and contractor receiving Federal ID badges
  • Provide customer service to DHS and its components
  • Provide technical assistance and support related to Enrollment/Issuance Card Workstation (EIWS) and IDMS, hardware, and software
  • Respond to Incident (e.g., broken hardware, Identity Management System (IDMS) issues, login issues) and Service Requests (e.g., role requests, inoperable Personal Identity Verification (PIV) cards, card issuance issues) by phone or email
  • Run diagnostics, isolate problems, determines and implements solution
  • Follow up with customers to ensure the issue has been resolved
  • Records all customer interactions within the ticket tracker management solution
  • Follows established scripts and templates when responding to calls and emails
  • Performs administrative tasks and other activities as assigned (e.g., document management, scripts, SOPs)
  • Maintains proficiency with the IDMS and EIWS
  • Issues PIV cards to DHS applicants
  • Report and work directly with the E3 Program Manager




Description of Requirements, Skills, & Certifications

  • BA/BS degree is required
  • Minimum of five (5) years of experience
  • Must be able to pass government background investigations and maintain DHS Suitability
  • Proficiency with Microsoft Office Suite
  • Excellent written and oral communication skills
  • Experience with Microsoft SharePoint and Microsoft Project is a plus
  • Experience supporting a PMO is a plus; preference on supporting an IT PMO
  • Experience with Salesforce Customer Relationship Management Tool is a plus
  • Possess strong customer service skills

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