glassdoor sales-marketing tier 3 helpdesk technician

Tier 3 Helpdesk Technician


<p>AbleVets, LLC, is a fast-growing Service-Disabled Veteran Owned Small Business (SDVOSB) providing healthcare information technology services and resources to help the VA and DoD improve the lives of the people they serve. AbleVets has an opportunity for an experienced, motivated Tier 3 Helpdesk Technician to support healthcare information technology projects for our customers and will be responsible for providing end-user support. This position is located in Chantilly, VA (preferred) or can be remote.</p><br/><p>The Helpdesk Technician is responsible for providing tier three end-user support. Duties and responsibilities will include, but are not limited to:</p><ul><li>Provide Tier III level support, which usually requires specialized resolution of an issue involving changes to enterprise tools</li><li>Triage, prioritize, manage and report on help desk tickets/resolutions once a week to management</li><li>Provide overall assistance in daily administration of VA DevOps Tools, including open source tools and SaaS tools</li><li>Lead to effort to automate and integrate helpdesk functions into an enterprise DevOps solution</li><li>Document all issues and generate reports detailing common problems and error trends</li><li>Provide senior level technical support to end users for issues not resolved at Tier I/II</li><li>Deliver timely responses to reported incidents</li><li>Provide communications to requestors and other parties</li><li>Build knowledge base by managing formulation of new documentation that describes technical fixes</li><li>Determine time estimates and schedule for own work</li><li>Respond to general service requests</li></ul><br/><ul><li>Bachelor&rsquo;s Degree in Computer Science, Electronics Engineering, or other engineering or technical discipline and minimum of five (5) years related experience is required. An additional eight (8) years of relevant experience may be substituted for degree requirement.</li><li>At least three (3) years providing Tier III helpdesk support</li><li>Ability to learn and understand the application at the presentation, application and data base layers</li><li>Ability to multi-task and quickly adapt to changing priorities</li><li>Outstanding verbal and written communication skills</li><li>Self-starter that can work under general direction in a highly collaborative, team-based environment</li><li>Ability to obtain and maintain a Public Trust Clearance </li><li>Ability to travel as necessary, up to 10%</li></ul><p>Desired Qualifications: </p><ul><li>Previous Department of Veterans Affairs experience</li><li>Experience with DevOps tools</li></ul><br/><p><em>AbleVets LLC appreciates your interest in our company as a place of employment. We are proud to be an equal opportunity/affirmative action employer and are committed to hiring and retaining a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, veteran status, or any other protected class. AbleVets is a VEVRAA Federal Contractor. </em></p>