Helpdesk Specialist (SME)

Bethesda, MD
Full Time
Experienced

Cohere is seeking a Help Desk Specialist SME to join our team!  You will provide support on a team that provides a full spectrum of important IT-focused, enterprise-wide lifecycle support, including dev ops, applied technology investigations, operations and maintenance, and infrastructure lifecycle support services across the customer’s enterprise.  Our support in NOVA and Bethesda includes software engineering/development, O&M, technology investigations, customer advocacy, business process engineering, and system design. 

Invent your future and make a lasting impact at Cohere!

 Duties include but are not limited to:

  • Serve as subject matter expert, possessing in-depth knowledge of Help Desk support.
  • Support on Low and High – email, phone and potentially Skype
  • Providing details to any bugs found by end users, tester(s) or stakeholder to the development team.
  • Relaying verbally or via email, any pertinent information/details to the Government Program Office on any bugs found, resolutions from the development team, or web tool inconsistences.
  • Documenting all end user interactions and writing bugs/issues/concerns in JIRA or other ticketing system
  • Updating documentation in Confluence and web tool
  • Posting Notification banners and events
  • Interfacing with the User Engagement team and Government Program Office when required.
  • Demonstrating product to internal program team
  • Providing statistics and producing special requests for Government Program Office when required
  • Apprising User Engagement team of any request from users and participating in focus groups.
  • Respond to and diagnose problems through discussion with user.
  • Ensure a timely process through which problems are controlled – includes problem recognition, research, isolation, resolution, and follow-up step.
  • Supervise operations of help desk and services as focal point for customer concerns
  • Provide support to end users on a variety of issues.
  • Identify, research, and resolve technical problems.
  • Respond to telephone calls, email, and personnel requests for technical support.
  • Document, track, and monitor the problem to ensure a timely resolution.
  • Provide second tier support to end users.
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
  • Simulate or recreate user problems to resolve operating difficulties.
  • Recommend systems modifications to reduce user problems.
  • Providing feedback to development team on potential enhancements
  • Special projects and tasks as assigned.

 

You’ll Bring These Qualifications:

  • 5 years of relevant experience
  • TS/SCI clearance with FSP
  • Command of Microsoft Windows Applications
  • Ability to learn new technology.
  • Ability to communicate and document effectively.
  • Demonstrated experience and problem-solving abilities to assist customers with a variety of queries.
  • Ability to communicate effectively in a fast-paced environment.

 

These Qualifications Would be Nice to Have:

  • Testing Demonstrated experience with providing customer service for systems that reside in a secure environment.
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