Connsci is seeking a highly skilled and detail-oriented Help Desk Technician to provide exceptional Tier 1-2 support for identity and access management-related issues on a large federal program. As a key member of our team, you will efficiently manage support requests, diagnose technical problems, resolve authentication issues, and escalate complex incidents to ensure seamless user experiences. If you possess excellent communication skills, a passion for delivering top-notch customer service, and strong technical troubleshooting abilities, we encourage you to apply for this exciting opportunity.
Key Responsibilities:
- Provide timely and effective Tier 1-2 support for ICAM-related user issues, including account provisioning and authentication troubleshooting.
- Manage and track support tickets, ensuring accurate documentation and efficient resolution.
- Communicate clearly and effectively with users and escalate complex issues to appropriate teams.
- Maintain detailed records of issues and resolutions to support continuous improvement.
- Collaborate with technical teams to identify and implement process enhancements.
- Ensure compliance with agency security and privacy standards during issue resolution.
Basic Qualifications:
- At least 2 years of information technology experience in a help desk or user support role.
- Associate degree in Information Technology or related field; or equivalent experience.
- Current Public Trust or higher level government clearance.
Preferred Qualifications:
- 2+ years of experience providing support within Identity and Access Management (IAM) environments.
- Certifications such as CompTIA A+ or HDI Support Center Analyst preferred.
What We Offer:
- Collaboration and Innovation: Work in an environment where collaboration and innovation are key.
- Professional Growth: Be part of a team that values professional development and offers opportunities for growth and advancement.
- Impactful Work: Engage in meaningful work that addresses mission-critical issues and supports organizations in achieving their goals.
At Connsci, we are committed to diversity and inclusion in the workplace and prohibit discrimination and harassment of any kind. We make hiring decisions based solely on qualifications, merit, and business needs at the time.
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