Help Desk​/Support Specialist; Levels

End To End Enterprise Solutions | Full time

Reston, United States | Posted on 09/17/2023

E3S, an innovative technology and professional services company founded in 2012 and headquartered in Virginia, USA, is a leader in AI/ML, Cybersecurity, and Blockchain solutions. As an SBA 8(a) Certified and Service-Disabled Veteran-Owned Small Business, E3S operates in both commercial and federal sectors, delivering cutting-edge technologies to diverse industries. Their mission is to consistently lead with knowledge and innovation, partnering with clients to meet their business objectives while maintaining their own aggressive business goals.

E3S envisions nurturing a world-class team dedicated to designing and building mission-focused technologies that drive global innovation. They prioritize attracting and retaining highly qualified professionals who share their passion for innovation and excellence, fostering an atmosphere of collaboration and respect. While client service remains paramount, they also value work-life balance and a friendly, easygoing culture, making E3S a dynamic and rewarding place to work.

Clearance Required: Must Have TS/SCI++ Clearance

Summary: We are seeking Help Desk/Support Specialists at various levels to join our team. As a Help Desk/Support Specialist, you will serve as the primary point of contact for IT and IS services, providing technical assistance to users regarding computer hardware, software, and various IT issues. Your responsibilities will include recording incidents, troubleshooting, and resolving problems through in-person, telephone, or remote support.

While specific duties may vary based on experience levels, each level is expected to deliver efficient and effective customer support services

Key Responsibilities:

• Record and manage incidents, providing comprehensive customer support for IT and IS services.
• Offer technical assistance to computer system users, addressing hardware and software-related issues, including printing, installation, word-processing, electronic mail, and operating systems.
• Maintain a service-oriented perspective, understanding the relationships and dependencies between hardware, software components, and supporting organizations.
• Troubleshoot and resolve computer problems for clients through various support channels.
• Provide guidance on the use of computer hardware and software, including installation, printing, word-processing, electronic mail, and operating systems.

Additional Responsibilities (may vary by experience level):

• Develop and implement software standards and guidelines to protect sensitive information.
• Test and modify databases and management systems, or oversee related programming tasks.
• Plan and implement security measures to safeguard data in computer files.
• Coordinate the installation and testing of new products and system improvements.
• Train users and answer their questions.
• Establish and optimize database parameters.
• Develop data models and methods for integrating different products.
• Review project requests and manage database development.
• Monitor database performance and make necessary adjustments.
• Stay updated on industry trends in database systems.
• Coordinate IT changes at field locations.

Skills and

Qualifications:

• Proficiency in computers and electronics
• Customer and personal service skills
• Knowledge of telecommunications
• Administration and management abilities
• Engineering and technology knowledge
• Critical thinking skills
• Effective verbal and written communication
• Complex Problem-solving abilities
• Deductive reasoning
• Inductive reasoning

• HD/SS1:
  Bachelor's or Associate degree in a relevant field (Computer Science, Information Systems, Engineering, Business, or related discipline).
• HD/SS2:
  Bachelor's degree or equivalent experience.
• HD/SS3:
  Bachelor's degree or equivalent experience.
• HD/SS4:
  Bachelor's degree or equivalent experience.
• HD/SS5:
  Bachelor's degree or equivalent experience.
• HD/SS6:
  Bachelor's degree or equivalent experience.
• HD/SS1:
  Bachelor's or Associate degree and 0-3 years, or 3 years of software development experience
• HD/SS2:
  Bachelor's…