Help Desk Specialist II

About the role

Patriot, LLC is looking to add a Help Desk Specialist II to our mission critical team in Colorado Springs.

Requirements

• Active Secret clearance is required. Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered.
• 0–3+ years of experience in a Help Desk, Service Desk, or Call Center environment, or equivalent customer service experience.
• 0–3+ years of experience working with Incident Management ticketing systems (e.g., ServiceNow, Remedy, Jira, or similar platforms).
• This contract supports systems that require 24x7x365 uptime. Candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule.

Responsibilities

• Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person.
• Assist customers, troubleshoot problems, and coordinate technical support.
• Account creations, account lockouts, password changes.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Log and route service requests and incidents in an incident management system.
• Maintain service level agreements related to Desk Side support Service/Incident requests.
• Direct unresolved issues to the next level of support team member.
• Establish phone bridge with next level of support and customer leads per SOPs.
• Receive and input critical time data in various formats and ingest it into the vetting system. Data may be received in various formats and must be converted to a customer defined format such as XML for ingest into the system.

About Patriot LLC

Patriot LLC (Patriot), located in Columbia, Maryland is an established, privately held government and commercial services Contractor with dedicated employees who bring relevant, responsive and adaptive solutions to our customers. In 2014, Patriot's CEO Anthony Russo was recognized as a Circle of Excellence Smart CEO Finalist and was profiled in the November/December issue of SmartCEO magazine. The Circle of Excellence Awards program recognizes CEOs who have succeeded in taking an aspect of their businesses to a level most companies rarely achieve. In 2013, we received the Baltimore Business Journal's award for being the largest veteran owned business based in the Baltimore area. In 2012, we received the 2012 Best in Columbia for our work in the areas of Computer Integrated Systems Design. In 2011, we received the Best of Maryland Award. Today, with multiple government and commercial Programs, our Core Competencies have evolved in several key operational, technical and program support areas. As a value-added partner, we provide our government and commercial customers with the quality assurance, performance-based and program management credentials required for a maximum Return on Investment (ROI), and sustainable strategic advantages, for both the short and long terms. Lastly, as a "verified" Service-Disabled Veteran Owned Small Business (SDVOSB) and a Maryland Department of Transportation (MDOT) Minority/Disadvantaged Business Entity (MBE/DBE), Patriot is committed to delivering the highest quality personnel, most innovative approaches wrapped in state-of-the-art solutions using the latest and most advanced technologies available.