IT Helpdesk Support Specialist

MetaPhase is seeking an IT Helpdesk Support Specialist to join a high-visibility federal program under the FBI's Information Technology Supplies and Support Services (ITSSS) contract. The ideal candidate will have a strong background in technical troubleshooting, customer service, and IT operations in accordance with ITIL and federal compliance frameworks.

Requirements

• Current active Top-Secret clearance, with SCI eligibility. U.S. Citizenship required (NO EXCEPTIONS)
• Bachelor's degree in Computer Science, Information Systems, or a related technical field
• Minimum of (3) years of direct experience in service desk support and report writing in an Agile DevOps environment
• Experience using ticketing and tracking systems such as Jira and ServiceNow.
• Detail-oriented use of documentation and knowledge management tools such as Confluence and SharePoint.
• Outstanding customer service skills with a desire to solve problems and follow through.
• Organize and manage prioritized queues and adhere to SLAs.
• Understand and execute escalation procedures and notification chains.
• Create, socialize, and leverage knowledge management articles, SOPs, and runbooks.

Benefits

• Compensation: $100,000-$117,000
• Best Places to Work recognition