Help Desk Representative

Help Desk Agent Government Health IT

Help Desk / Full-Time / Remote

We're seeking a highly motivated Help Desk Agent with extensive experience to support our cloud-based multi- tiered help desk operations, specifically within the public health sector. The ideal candidate will provide Tier 1 support by resolving user inquiries and issues at the first point of contact, and escalating complex issues to the appropriate tier when necessary. Must have experience with JAADE Admin Apps.

Must be USC/GC/EAD with ability to obtain a government public trust clearance

Job Duties and Responsibilities

• Responsible for helpdesk support efforts, ensuring all applications, workstations and related equipment problems are resolved in a timely manner.
• Monitors operations and infrastructure, security tools and technology, internal and external policy compliance, regulation compliance. Ensures employees understand cyber security risk management policies. Manages security upgrade projects.
• Collaborates to develop new protocols, layers of protection, and other proactive and defensive systems.
• Provides technical assistance and support for customers' first-level service requests. Recognizes more difficult problems and escalating them to Dev team for resolution
• Use appropriate communication and documentation to inform team of important issues and information which will help improve team performance.
• Monitors day-to-day logs, operations and infrastructure for unusual activities, implements defensive protocols, and reports incidents.
• Develops and implements an information security program to address IT security risks; Develops and implements policies and plans to enact in the event of a security event.
• Maintains documentation of security guidelines, procedures, standards, and controls.
• Presents recommendations, purchases and manages budget related to the purchase and installation of software, hardware, and telecommunication equipment. Forecasts cost of replacing or updating hardware or software.
• Develops and monitors security procedures to safeguard systems from physical harm, viruses, unauthorized users, and damage to data.
• Organizes training programs and prepares checklists and processes for help desk.
• Develops IT related policies and procedures. Writes procedures for installation, use and solving problems of communications equipment, hardware and software.
• Installs and sets up conferencing equipment in meeting and huddle rooms. Provides user assistance on how to use equipment and troubleshoots issues.
• Checks computer hardware (HDD, mouses, keyboards etc.) to ensure functionality; Manages inventory and tracks employee issued equipment
• Develops and maintains local networks to optimize performance
• Provides orientation and guidance to users on how to operate computer equipment, new software and peripherals; Educates staff on security protocols and countermeasures to maintain awareness and importance of security.
• Organizes and schedules upgrades and maintenance without deterring staff from completing their work; May need to conduct upgrades and maintenance on off hours as to not impact business operations.
• Performs troubleshooting to diagnose and resolve problems (i.e., repair or replace parts, debugging, etc.) Reviews diagnostics and assesses the functionality and efficiency of systems
• Maintains records/logs of repairs and fixes and maintenance schedules
• Monitors security certificates and company compliance of requirements

Education and Experience

• Degree in Computer Science, engineering or relevant field
• IT Certification (e.g., CompTIA A+, Microsoft Certified IT Professional, Certified Network Administrator, etc.)
• 3-5 years + related experience
• In depth understanding of diverse computer systems and networks
• Good knowledge of internet security and data privacy principles

Skills and Qualifications

• 3 - 5+ years of experience in IT systems administration or helpdesk
• Experience with JAADE Admin Apps
• 2+ years of experience in cybersecurity at a small or midsized company
• Deep knowledge of IT, including hardware, software, and networks
• Ability to design security architecture for network and computer systems
• Working knowledge of relevant operating systems, software and programming
• Excellent problem-solving and critical thinking skills
• Ability to multitask in a fast-paced environment
• Keen attention to detail
• Outstanding organizational and time-management skills
• Efficient troubleshooting abilities; Excellent diagnostic and problem-solving skills
• Effective communication skills, including speaking, writing and active listening
• Effective customer service and interpersonal skills
• Work independently or as part of a team as needed

ABOUT US

Precise Software Solutions, Inc., an SBA 8(a) program participant, is an innovative small business with a proven record of success delivering quality services and solutions to government organizations. A CMMI Level 3 company, Precise serves as a trusted advisor to senior technology executives and helps government agencies enhance and expand their information technology capabilities. Precise helps their customers capitalize on the efficiencies offered by technological advancements and ensures the integrity of their IT systems and programs so they can perform their public mission more effectively. The company is known for delivering agile and innovative solutions and specializes in strategic consulting, system modernization and integration, digital transformation and experience, infrastructure and cloud implementation, and data management and analytics.

BENEFITS AND PERKS:

• Comprehensive Health Benefits (Medical, Dental and Vision) including High Deductible Health plan where company pays 100% of the deductible for your family.
• Flexible Spending Accounts (FSA) & Health Savings Account (HSA)
• Retirement Plan with 4% match and discretionary match at year end
• Paid Time Off (PTO): 15 days of PTO accrued per year; 7 holidays+ 3 Floating holidays; 2 Innovation days (paid training days)
• Short Term and Long-Term Disability
• Paid Parental Leave
• Paid Jury Duty leave
• Life and AD&D Insurance
• Critical Illness Insurance
• Training and Development
• Wellness Incentives & Discount programs
• Employee Referral Program
• Annual Charity Donation Match
• Awards and Recognition

Our Equal Employment Opportunity Policy

Precise is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms and conditions of employment. The company is dedicated to seeking all qualified applicants.