Overview: IntelliBridge is an award-winning national security company with an immediate opening for a Help Desk Specialist to support a federal client’s private sector outreach program. The selected candidate will support a federal law enforcement client’s Office of Private Sector and will be expected to manage projects, to include the planning, coordination, and execution phases; oversee logistics by tracking and implementing an execution timeline of ongoing projects; coordinate with field offices and other headquarters divisions/entities on project logistics and maintain official records on project logistics.

Responsibilities will include but not be limited to:

• Assisting program members and stakeholders with help desk related issues as well as application and membership issues.
• Providing Tier 1 technical support for multiple information systems.
• Providing customer support to office leadership and field office personnel.
• Providing support to information system program managers and engineers.
• Monitoring program email inboxes.
• Anticipating client needs by identifying IT solutions and making recommendations.
• Handling incoming customer service inquiries and assisting users over the phone.
• Responsible for logging and tracking incident and problem issues in the trouble ticketing system throughout the incident and problem lifecycle.
• Responding to in-program feedback regarding questions, bugs, support, request, and enhancement request to program users.
• Performing basic account management such as: resetting passwords, unlocking accounts, and role-based access.
• Developing and maintaining Standard Operation Procedures (SOP) for help desk practices and procedures.
• Maintaining records of contacts and system problem/resolution logs for trends analysis.
• Participating in unit planning.
• Collaborating with other technical personnel in support of IT programs goals and objectives.
• Submitting opportunities and feedback for IT solutions.

Clearance: Active Top Secret clearance is required at time of application.

Required Skills and Qualifications:

• Minimum five (5) years of experience
• Minimum education: N/A
• Experience providing expertise and customer service to offsite stakeholders
• Experience with managing business processes for a large organization
• Proficiency in Microsoft Office Suite (Excel, Word, and PowerPoint).
• Customer support experience.

Travel: Less than 10%

Company Profile:

IntelliBridge delivers IT strategy, cloud, cybersecurity, application, data and analytics, enterprise IT, intelligence analysis, and mission operation support services to accelerate technical performance and efficiency for Defense, Civilian, and National Security & Federal Law Enforcement clients.