Service Desk Support Analyst
Location: Mclean, VA / Remote
Work Type: Hybrid - 25% onsite at various client sites in DMV area
Remote Work: Yes
Job Description
Our US Government and Public Sector (GPS) practice is a robust and emerging practice with tremendous potential for growth - and we are prepared to tap into that potential. Our US GPS practice combines an understanding of the public sector’s diverse needs, focused on delivering improved public services, with private sector leading practices. We are seeing tremendous growth within the GPS team and there is a great need for rising leaders.
Responsibilities
We’ll look to you to interact directly with the serving as the first point of contact for stakeholders seeking technical support and assistance. This role requires a customer-focused mindset, strong problem-solving skills, and the ability to troubleshoot and resolve issues. As a Helpdesk professional, you will play a key part in ensuring seamless operations by delivering efficient and effective technical solutions while maintaining a high standard of customer service. This position is ideal for individuals who thrive in fast-paced environments and enjoy providing practical solutions to technical challenges.
This role will provide dedicated support to the government by performing the following activities:
- Provide technical, on camera real-time help desk support to customers using the Supervised Remote Identity Proofing (SRIP) kiosks
- Guide customers through the enrollment process of capturing a photograph, scanning acceptable identity source documents and the capturing of fingerprints
- Troubleshoot, document and report issues with the kiosk, including connectivity or other user problems
- QualificationsBachelor's degree
- Secret clearance
- Ability to work in a high-demand, fast-paced environment
- Excellent verbal, interpersonal, and written communications skills, and the ability to present a polished, professional, and diplomatic image to clients
- Team oriented individual who can work with multiple sizes of groups, as well as a diverse group of individuals
- Willingness to work until the job is done– and commitment to the mission
- Strong attention to detail and organization skills
- Strong analytical and interpersonal skill
- Ability to work at every level of the organization, from team members to top level executives
Due to the nature of our work in the Government and Public Sector, work may be required to be completed at client and/or contractor sites. Our goal is to assign professionals to projects within a commutable distance of their work location office. In certain circumstances, travel may be required beyond your work location based on client and project needs. Candidates should be willing to travel on average 25% to 30% or more in a hybrid environment.
Clearance: Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information. Secret clearance is required.
Compensation and Benefits
Salary Range: $35,000 - $50,000 (Compensation is determined by various factors, including but not limited to location, work experience, skills, education, certifications, seniority, and business needs. This range may be modified in the future.)
Benefits: Gridiron offers a comprehensive benefits package including medical, dental, vision insurance, HSA, FSA, 401(k), disability & ADD insurance, life and pet insurance to eligible employees. Full-time and part-time employees working at least 30 hours per week on a regular basis are eligible to participate in Gridiron’s benefits programs.
Gridiron IT Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status or disability status.
Gridiron IT is a Women Owned Small Business (WOSB) headquartered in the Washington, D.C. area that supports our clients' missions throughout the United States. Gridiron IT specializes in providing comprehensive IT services tailored to meet the needs of federal agencies. Our capabilities include IT Infrastructure & Cloud Services, Cyber Security, Software Integration & Development, Data Solution & AI, and Enterprise Applications. These capabilities are backed by Gridiron IT's experienced workforce and our commitment to ensuring we meet and exceed our clients' expectations.
