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Part Time Cleared Helpdesk Technician (onsite)

Marathon TS

Ashburn, VA

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JOB DETAILS
SKILLS
Adobe FrameMaker, Analysis Skills, Communication Skills, Customer Support/Service, DoD Secret Clearance, Documentation, Help Desk, Help Desk Software, Homeland Security, Identify Issues, Identity Data Management, Information Technology & Information Systems, Microsoft Word, On Site Support, Presentation/Verbal Skills, Product Documentation, Quality Metrics, Standard Operating Procedures (SOP), Technical Analysis, Technical Support, Technical Writing, Telephone Product Support, Top Secret Clearance, Trouble Tickets, Unmanned Aircraft Systems (UAS), Usability Engineering, User Documentation, User Interface/Experience (UI/UX), Writing Skills
LOCATION
Ashburn, VA
POSTED
30+ days ago
Marathon TS is looking to hire a part time cleared Helpdesk Technician to work onsite in Ashburn, VA on a newly awarded contract supporting the Department of Homeland Security Customs and Border Protection (Client CBP). This candidate will be part of a team provide IT helpdesk support to a variety of Operational Technology (OT) being utilized by CBP Field Agents. This includes, but is not limited to, providing phone support to users of ground sensors, a variety of cameras, drones, seismic sensors. All candidates should have a background in providing technical support over the phone to end users.

The primary function of this role will be to follow up via phone and email to previously created/submitted trouble tickets by CBP end users in the field.

The Help Desk technician will be responsible for ensuring that documentation aligns with the highest quality standards while providing effective technical support to users. This role involves analyzing product documentation, identifying areas for improvement, and writing clear, concise user guides, help manuals, and standard operating procedures. Additionally, the role includes offering help desk support, addressing user queries, troubleshooting technical issues, and ensuring a seamless user experience.

Position Summary:
The Help Desk Support plays a critical role in bridging the gap between complex technical information and user-friendly documentation. This position requires strong analytical skills to assess the usability of technical documents and the ability to communicate effectively with users to provide solutions to their issues. With a focus on customer service to agents in the field, the ideal candidate will be able to communicate troubleshooting instructions to remote users. Future support includes identity management and role assignments.
Qualifications:
  • Associates degree in Communications, Technical Writing, Information Technology, or a related field.
  • Minimum of 2 years of experience in help desk support.
  • Proficient in documentation tools such as Microsoft Word, Adobe FrameMaker, or equivalent software.
  • Strong understanding of help desk software and ticketing systems.
  • Excellent communication skills, both written and verbal, and the ability to present complex information clearly.
Certifications:
  • None
Clearance:

Active Client CBP EOD or DoD Secret or Top Secret clearance

#cjjobs

Marathon TS is committed to the development of a creative, diverse and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Marathon TS will be based on merit, qualifications, and abilities. Marathon TS does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age or any other characteristic protected by law (referred to as "protected status ").

About the Company

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Marathon TS

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