Help Desk Specialist At B&A, we foster and embrace a distinct set of values that we live by and instill in all aspects of our organization: dedication, commitment, partnership, trust, and recognition. We have incorporated these values into successful delivery for our customers since 1988. B&A believes in ensuring its employees feel deeply connected to B&A, recognizing successes and hard work, and providing continuous opportunities to learn and grow. Our people are entrepreneurial thinkers that combine mindset, vision, and experience to drive value - not only to us as an organization, but to the clients we support. We promote a collaborative culture with our clients, and with each other, as one team working towards a common vision. We'd love for you to join our team!
Job Summary B&A is looking for a
Help Desk Specialist to join a contract with a federal government client in support of an important mission. In this role, you will have the opportunity to work with a great team while supporting a federal project.
Responsibilities - Diagnoses hardware, software, and operator problems and recommends remedial actions or procedural changes.
- Responds to user requests for assistance by phone, email, and web. Configures software such as help desk ticketing system.
- Writes and maintains help desk standard operating procedures and policies in program wiki or knowledge base system.
- Provides technical assistance and training to system users.
- Provides technical and administrative direction for personnel performing technical assistance and system testing. Applies application specific knowledge to ongoing issue resolution and system enhancement planning.
- Provides oversight and input to testing processes to ensure system changes and enhancements do not degrade system operation.
- Assists in the assessment of operational problems and provides feedback related to issue remediation.
- Organizes and prioritizes all escalated activities inclusive of testing, execution of system upgrades, improvements, and bug fixes.
- Reviews and contributes to test plans, schedules, test execution, and test results to ensure comprehensive coverage during any system changes or enhancements. Reviews work products for adherence to user documentation standards and templates.
- Reviews program documentation, system operational policies, and web-based content to ensure AOUSC standards/requirements are adhered to. Monitors the accuracy of information and system data that appear in a variety of web-based content and program-related publications.
- Performs quality assurance reviews of help desk tickets entered into the service desk ticketing system ensuring ticket resolution.
- Maintains documentation of workflow processes of service desk ticketing system and other support OSCAR program tools.
- Makes recommendations to the AOUSC on improvements to the service desk processes, tools, and documentation that complement industry standards.
- Responsible for the management of implementing improvements to the service desk. Assists in user acceptance and system testing.
Education and Experience - An bachelor's degree in computer science/systems, information systems/ technology, engineering, software engineering/programming, management, natural sciences, social sciences, mathematics, or business/finance.
- Education and experience requirements may be substituted with the following: Two years additional applicable experience may be substituted for a degree.
- 5+ of experience in Help Desk roles.
Required Skills - Experience in providing technical assistance and on-the-job training.
- Extensive knowledge of one or more operating systems and environments. Specialized experience includes management of help desk supporting web-based system, demonstrated knowledge of computer operating systems, mail standards, web browsers, and supervision of help desk/user support employees
Security Clearance - US citizenship required to obtain clearance
- clearance holders highly preferred.
More About B&A: Notable Clients B&A has grown to be a company that is trusted by our clients for exceptional service, innovative solutions, and inspired employees. Our service extends through federal, state, and local Government, the private sector, and higher education. Some of our notable clients include Department of Homeland Security, U.S. Customs and Border Protection, U.S. Senate, U.S. Courts, U.S. Census Bureau, U.S. Navy, and more.
Diversity, Equity, and Inclusion B&A affirms its long-standing commitment to maintain a diverse workforce reflective of the communities in which it operates, strives to maintain a business culture that recognizes the contributions and interests of diverse cultural and social groups, and seeks to maximize employee efforts by understanding individual differences and perspectives.
Benefits and Programs B&A is proud to offer three robust individual and family medical plans to full time employees, including a Health Savings Account (HSA) option as well as dental, vision, life & AD&D, disability, Teladoc, accident, and critical illness insurance. In addition to these benefits, B&A employees enjoy paid time off, B&A sponsored trainings and certifications, pet insurance benefits, commuter transit benefits and a free subscription to a virtual exercise platform (NEOU). B&A's 401(k) plan is available to all employees and includes a company matching contribution. B&A has launched several programs to focus on employee engagement, wellness, and assistance. These include:
- The B&A Cares program: 30/60/90-day wellness check ins, personal development, financial management, and stress management seminars, and more
- A formal mentorship program
- Job shadowing and cross training opportunities
- Brand Ambassador program
- Employee Assistance Program (EAP) - Access to various support resources to include counseling, legal guidance, financial planning, and more
- Monthly teambuilding events
- B&A Annual Wellness Challenges: #StepWithB&A, #WalkDuringLunchWithB&A, #VolunteeringWithB&A, #ExerciseDuringLunchWithB&A, and more
At B&A, we place significant importance on improving the communities and lives of citizens across the nation through our involvement, technology expertise, and employees. B&A puts an emphasis on charitable efforts in the Northern Virginia area, including Capital Area Food Bank pantry drives, book donations, Hope for Henry Foundation events, and many more. In recognition of all these efforts, B&A has been named a Companies as Responsive Employers (CARE) award recipient by Northern Virginia Family Services and nominated by the Northern Virginia Chamber of Commerce for Outstanding Corporate Citizenship Award.
EEO B&A provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. B&A complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy covers conduct occurring at B&A's offices, and other workplaces (including client sites) and all other locations where B&A is providing services, and to all work-related activities.
Affirmative Action Plan As a federal government contractor and based on Executive Orders and applicable laws and regulations, B&A develops and maintains annual written Affirmative Action Plans and endeavors to hire and advance qualified minorities, females, individuals with disabilities, and protected veterans. B&A participates in e-Verify. We provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 Form to confirm work authorization.