Help Desk Technician (Top Secret)

Quantico, VA

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Job Description

Our team is what makes Octo great. At Octo you'll work beside some of the smartest and most accomplished staff you'll find in your career.  Octo offers fantastic benefits and an amazing workplace culture where you will feel valued while you perform mission critical work for our government.  Voted one of the region’s best places to work multiple times, Octo is an employer of choice!

 

Octo Consulting Group is looking for qualified candidates to fill a Help Desk and System Support Technician roll on a federal services contract.  The candidate will support a small and consolidated customer help desk, system administration and support team to answer Information Technology (IT)/Information Management (IM) trouble calls for approximately 500+ end users. The position also serves as an expert on an application and all supported automated systems utilized throughout the environment. The position will support and maintain the organizations expectation of customer service by effectively tracking and disseminating information, performing thorough troubleshooting, and using all available services, support tools, and resources. The successful candidate will be responsible for providing first line technical support to system customers with questions regarding account administration, distribution of software and documentation, and system status.

Responsibilities:

  • Support a small dedicated application Help Desk, System Administration and System Support team in day to day activities.
  • Track, gather and support monthly Metrics consolidation and reporting.
  • Provide technical software problem resolution to all local and off-site computer users through email, phone, and desk-side support.
  • Support production issues/defects including monthly reporting to the client.
  • Support quarterly review of Help SOP documentation for updates to approved processes.
  • Support process improvement activities where needed by researching trends and patterns from customer interactions.
  • Ensure adherence to all IT processes and policies for customer response, follow-up, and incident resolution.
  • Develop and document new and existing procedures or processes that will result in improvements and/or documentation for archival purposes.

 

Skills & Requirements

Minimum Required Skills:

  • Basic competency/knowledge of ITIL Best Practices.
  • Effective verbal and written communication skills.
  • Independent, self-starter, and proactive mindset.
  • Strong analytical and critical thinking skills.
  • Ability to effectively manage time and activities.
  • Previous experience providing support in an operation environment with strong adherence to documented operating procedures.
  • Must enjoy working in a collaborative, service centric environment.
  • 3-5 years or Help Desk and System Support Technician Experience (Tier1).

Preferred Skills:

  • ITILv3 Foundation Certification.
  • Microsoft Windows 7 Support Technician (MCP).
  • Experience in supporting COTS applications.
  • Experience in Forensic Laboratory environment.
  • CompTIA A+ or higher certification.
  • Some (1-2 years) server / system support experience.

Security Clearance:

  • Top Secret 

Location:

  • Quantico, VA

Physical Requirements:

  • Regularly required to sit for extended periods up to 80% of time; frequently required to move about to access file cabinets and use office equipment such as PC, copier, fax, telephone, cell phone, etc.
  • Occasionally required to reach overhead, bend, and lift objects of up to 10 lbs.
  • Specific vision abilities required by this job include use of computer monitor screens up to 80% of time

Work Environment:

  • Individual’s primary workstation is located in an office area
  • The noise level in this environment is low to moderate

At Octo, our focus is on delivering results that matter. We are a premier provider of digital solutions and services to the federal government specifically in the areas of UI/UX, Agile, Data, and Cloud services.  We support and modernize our federal customer’s mission critical systems and functions. Agility is at our core: it is the mantra that drives us to succeed. We work quickly, analytically and deliver on agency priorities.

Octo is a growth-oriented firm that provides a unique, differentiated employee culture relative to our Federal market peers.  We leverage this growth-oriented and employee-focused culture to attract and retain a higher grade of talent than our peers to be an employer of choice. 

http://www.octoconsulting.com/careers

 

  • Please no Corp-to-Corp or 1099 candidates; this position is W-2 only
  • We are unable to sponsor H1B applicants for this role
  • US citizenship required as per potential clearance requirements
  • Relocation will not be offered
  • Octo Consulting Group is an Equal Opportunity/Affirmative Action employer.  All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age, or genetic information. Octo Consulting Group’s commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment
  • Selected applicant will be subject to a background investigation