Software Licensing Help Desk Specialist

Responsibilities

• Monitor the software licensing mailbox and respond to all requests
• Process service request in a manner in accordance set performance standards and ensure that all applicable user, machine, and product information is completed and documented
• Work with end users to communicate USCIS software standards
• Create as needed or assist in the creation of software and asset management/change management requests to modify the standards or obtain exceptions for special requirements
• Aid end user software requests by routing ticket to appropriate stakeholder and working with resellers to obtain needed software licensing information
• Cookordinate with sites to develop details for complex software deliveries
• Support the resolution of IT service request issues from software orders
• Develop and update OIT internal tools for management of software contracts as the products on those contracts change
• Maintain license keys and install packages for software packages, including providing updates as necessary to both end users and enterprise software distribution groups
• Provide keys/install packages as necessary to end users and provisioning support personnel

Qualifications

• 1-5 years experience providing end user support in a software licensing environment
• Bachelor's degree
• Eligibility for Public Trust Clearance
• US Citizenship