SME Help Desk Technician

Bethesda, MD, US • Posted 13 hours ago • Updated 17 minutes ago
Full Time
On-site
Fitment

Dice Job Match Score™

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Job Details

Skills

  • Microsoft Windows Vista
  • Health Care
  • Military
  • Knowledge Base
  • Acceptance Testing
  • Tier 2
  • Help Desk
  • Leadership
  • Workflow
  • Process Improvement
  • Reporting
  • Information Technology
  • Technical Support
  • Multi-factor Authentication
  • Authentication
  • Customer Service
  • Training
  • Technical Writing

Summary

We are Vista Global Solutions, LLC (VGS) a healthcare consulting firm specializing in IT solutions for several military installations and federal agencies across the nation.

VGS is seeking a Helpdesk Technician to join our team in Bethesda, MD.

The SME Helpdesk Technician serves as the senior technical authority for YubiKey enrollment and deployment support activities. This individual develops training materials, supports the Agency Help Desk, and provides advanced Tier 2 troubleshooting expertise.

Responsibilities
Develop Knowledge Base articles and troubleshooting guides.
Design and deliver YubiKey training to Government Help Desk personnel.
Support User Acceptance Testing activities.
Provide advanced Tier 2 support during deployment.
Investigate and resolve complex enrollment issues.
Coordinate with Agency Help Desk leadership.
Develop escalation procedures and support workflows.
Identify recurring technical issues and recommend process improvements.
Track and report technical support trends.

Qualifications
Bachelor's degree in Information Technology or related discipline.
Minimum of eight (8) years of experience providing enterprise technical support.
Experience supporting MFA technologies and authentication platforms.
Strong customer service and training skills.
Experience developing technical documentation.
Public Trust or Secret eligibility.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 10273070
  • Position Id: 13d71fdd8a935efd8a09cf46c7aae6b7
  • Posted 13 hours ago
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