HelpdeskEngineer

Helpdesk Engineer **The Opportunity:** As an ITSM delivery administrator on our team, you’ll be integral to architecting, deploying, and operating complex delivery environments across various DoW clients. You'll embrace an existing help desk implementation, document processes and workflows, including escalation, and advise on opportunities for efficiency change. You'll interface with key stakeholders and users, including internal delivery and engineering teams as well as cybersecurity professionals, to assure resilient data-centric delivery. You'll assist in designing and implementing custom policy to ensure positive control of delivery and access across hybrid environments, including edge solutions. You'll manage daily or recurring help desk priorities and communicate summary to leadership. Work with us and build the future of technology for the better. Join us. The world can’t wait. **You Have:** * 5+ years of experience operating complex help desk environments providing simple troubleshooting to complex problem solving, including incident management and standard operating procedure (SOP) development * Experience with identity systems, such as Microsoft AD, for account creation or management * Experience with advanced ticketing systems, such as ServiceNow or Jira * Experience documenting workflows * Ability to demonstrate cross-functional communications with a variety of engineering teams * Ability to obtain a Secret clearance * HS diploma or GED **Nice If You Have:** * Experience with AI in ITSM process * Experience working in federal, DoW, or IC agency environments * Knowledge of zero trust technologies * Knowledge of federal information security policies, standards, procedures, directives, frameworks, federal security authorizations, assessment, and risk management processes for enterprise systems * Secret clearance * Bachelor's degree in an IT, Cybersecurity, or Engineering field * ITIL, Atlassian, ServiceNow or COBIT Certification **Clearance:** Applicants se