This help desk support specialist supports new customers with their integration from the initial intake process through their implementation and also provides ongoing support for current customers. This role will the first line for all customer, so S/He will possess outstanding interpersonal communication and conflict resolution skills. The support specialist will be able to perform technical writing and training. Will possess the ability to take direction, learn quickly, and then take initiative to run with a task through to completion. Will be able to adapt to a changing and fast-paced environment. Able to work on multiple projects simultaneously. Will also possess excellent written and verbal skills, troubleshooting, and analytical skills. Will have a strong attention to detail, organization, and follow through. Will be a team player. Will be able to act in a principled manner while handling sensitive data.
Walk new customers through the ICAM intake process for new integrations/deployment
Proficiency on core technologies supported
Manage issuing tickets and assigning to integrator for resolution including but not limited to CA Identity Manager, CA Site Minder, CA API Gateway, PKI, Sailpoint, and other new project deployments
Handle and resolve or escalate customer tickets for existing integrated customers. Triage with other internal teams to find technical resolutions and address security incidents
Develop internal procedures; recommend process and system improvements
Create and update Help Desk Decision Trees, User Manuals, end-user communications, website documentation, management presentations, etc.
Communicate effectively and interact regularly with customers (external and internal)
Prioritize individual and team workload on a daily basis
Provide weekly status reports to on-site Project Coordinator and Integrations Team Lead
Provide end-user and help desk usability feedback on system design enhancements
Create and deliver training material to a wide variety of audiences (end-users, technical staff, and upper management.)
Participate in cross-functional meetings for new project deployments: assess Help Desk impact; facilitate resolution of process gaps; and coordinate Help Desk training.
Provide program and liaison support to external customers and agency upper management
Bachelor’s degree in an IT-related field, plus at least 3+ years of experience with Tier-2 or Tier-3 Help Desk working in a call center environment
Security Software: (Not required but preferred)
CA API Gateway
Proficient with MS Office products (WORD, EXCEL, VISIO, POWERPOINT, OUTLOOK)
Remedy or other ticketing system
Operating Systems: (Basic Understanding)
Windows 2000, 2003, 2008, 2012 Server
Web Servers: (Basic Understanding)
IIS 5.x, 6.x, 7.x
IBM HTTP Server
Oracle HTTP Server & Oracle Single Sign-On Server
Networking: (Basic Understanding)
Basic knowledge of TCP protocol
Databases: (Basic Understanding)
Understanding of Relational Databases
AUTHORIZATION TO WORK: Must be authorized to work for any US Employer
BACKGROUND CHECK: Criminal History and Government National Agency Check with Inquiry (NAC-I)
LOCATION: Fort Collins, CO
COMPANY HISTORY: LS3 was founded/incorporated in 2001. We are a minority, women-owned small disadvantaged business (SDB). We became SBA 8(a)/SDB certified in 2005, LS3 was one of the first firms ever to receive a GSA Certificate of Services Approval as an HSPD-12 Systems Integrator, which is a core competency required for success in any ICAM initiative. Since obtaining this qualification, LS3 has maintained a consistent presence in supporting both ICAM and HSPD-12 Programs, and expanded our robust corporate capability within our HSPD-12 Qualification Category. LS3 is listed within the GSA Schedule 70, Special Item Number (SIN), 132-62 for HSPD-12 Product and Services Components, and SIN 132-60F as an Identity and Access Management Professional Services entity, both of which are important designations and capabilities for USDA to consider as part of any ICAM support and services. LS3’s System Integration capabilities fully address any integration and support needs for Logical Access Control System (LACS) and Physical Access Control System (PACS) environments and applications.
LS3 offers a challenging and fast-paced environment, outstanding benefits, competitive salary, training, and potential for advancement.
An Equal Opportunity Employer.