HelpdeskEngineer

Helpdesk Engineer **The Opportunity:** As a senior ITSM delivery lead and help desk 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. 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 mentor the next set of storage engineers to help them grow into tomorrow’s data architects. Work with us and build the future of technology for the better. Join us. The world can’t wait. **You Have:** * 4+ 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 * 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 * 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 federal information security policies, standards, procedures, directives, frameworks, federal security authorizations, assessment, and risk management processes for enterprise systems * Bachelor's degree in an IT, Cybersecurity, or Engineering field * ITIL, Atlassian, ServiceNow or COBIT Certification **Clearance:** Applicants selected will be subject to a security investigation and may need to meet eligibility requirem