Tier I Technical Support Specialist

Washington, DC

Join Team Volanno – Selected by The Washington Post as a Top Workplace!

Volanno is seeking Tier 1 Help Desk Specialists to support a federal client in downtown Washington, DC.  This position will support software applications that are all custom built and support critical business functions.  The ideal candidate will have a mix of technical and customer service skills and be passionate about technology and helping people.

Service Desk Specialists will work in shifts to support an operational Service Desk anticipated to be available to our client.  An initial introductory and training period of 90 days will require working from 7:00 AM – 3:30 PM EST. After 90 days the target work shift will be from 9:00 AM – 5:30 PM.

Responsibilities

  • Generate incident tickets in JIRA Service Desk.
  • Provide application troubleshooting to resolve customer incident including walking the customer through error reporting, and creating screen shots.
  • Update Knowledge Base to support troubleshooting.
  • Follow up on outstanding requests and ensure timely resolution.
  • Escalate to Tiers 2 and 3 as needed based on escalation procedures and SLA requirements.
  • Identify requests that are system enhancements, document and escalate to manager for review.
  • Additional duties and responsibilities as assigned.

Required Background

  • Minimum High School Diploma.
  • Three (3) years of experience supporting a Tier 1 Help Desk / Service Desk for Application Support.
  • US citizenship or permanent resident status.
  • Ability to obtain a Public Trust clearance (or higher) from a federal agency.

Required Abilities, Knowledge & Skills

  • Proficient written and verbal communication in English, including technical writing skills.
  • Strong skills in communicating complex and abstract processes with non-technical audiences.
  • Strong customer service and troubleshooting skills.
  • Ability to communicate technical information, both verbal and written, to a wide range of end-users.
  • Organized, detailed, and a team player.

Preferred

  • Bachelor’s degree in computer science or related field.
  • Active Public Trust clearance (or higher) from a federal agency.
  • Experience participating on Agile projects.
  • Experience using JIRA Service Desk or similar ticket logging system.

Company Profile

Named a Top Workplace by The Washington Post, Volanno is a certified woman-owned small business based in Washington, DC. As an IT solution provider, our services include custom software development, program management, and advanced data analytics. From scoping and defining to implementation and support, we are ready to support our clients’ needs at any stage of development in designing and building solutions that prepare them for the future.

Volanno is an equal opportunity employer. Volanno will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status.