E3 Federal Solutions

  • Help Desk Technician - HLOF9

    Job Locations 2 months ago(9/5/2018 3:02 PM)
    Job ID
    2018-4404
    Posted Date
    Information Technology
    Job Location
    US-GA-Glynco
  • Division

    HLO - E3’s Homeland Operations (HLO) Division employees bring domain knowledge, specialized insight, and operational expertise to support Department of Homeland Security (DHS) customers. Our team provides rapid, innovative, and specialized solutions that enable our DHS clients to succeed at meeting dynamic mission objectives. Our careers include mission operations, data analytics, operational assessments, requirements management, financial/budget management, strategic communications and planning, stakeholder engagement and facilitation services, acquisition support, systems engineering and technical assistance (SETA), and business process reengineering.

    Position Overview

    E3 Federal Solutions (E3) is an award winning Veteran Owned Business specializing in providing acquisition management, financial management, and program management support to the federal government. E3's strong understanding of federal acquisition, contract, financial management and program management organization (PMO) lifecycles paves the way for mature organizational processes, experienced resources, responsive management and proven management methodologies to meet and exceed client goals. Excellence, Accountability, Community, Humility and Integrity are the core values of E3 as we continue to strive in becoming a recognized leader in the management consulting community that both federal agencies and industry partners value doing business with. We are an organization that offers both our employees and clients an exceptional experience; our culture will be contagious, while always maintaining a genuine reputation. 

    Responsibilities

    E3  Federal Solutions, LLC seeks a Help Desk Technician to support our federal government client, the Department of Homeland Security (DHS) Office of Chief Security Office (OCSO) in providing technical assistance and support to the client, related to Enrollment/Issuance Card Workstation (EIWS) and IDMS, hardware, and software.

     

    Available shift times: 1st shift 6:00 AM - 2:30 PM; 2nd shift 8:00 AM - 4:30 PM; 11:30 AM to 8:00 PM 

     

    The regular work responsibilities for the Help Desk Technician include:

     

    • Understand Homeland Security Presidential Directive-12 (HSPD-12) policy and Standards for federal government employees and contractors receiving Federal ID badges
    • Provide customer service to DHS and its components
    • Provide technical assistance and support related to Enrollment/Issuance Card Workstation (EIWS) and IDMS, hardware, and software
    • Respond to Incident (e.g., broken hardware, Identity Management System (IDMS) issues, login issues) and Service Requests (e.g., role requests, inoperable Personal Identity Verification (PIV) cards, card issuance issues) by phone or email
    • Run diagnostics, isolate problems, determines and implements solution
    • Follow up with customers to ensure the issue has been resolved
    • Records all customer interactions within the ticket tracker management solution
    • Follows established scripts and templates when responding to calls and emails
    • Performs administrative tasks and other activities as assigned (e.g., document management, scripts, SOPs)
    • Maintains proficiency with the IDMS and EIWS
    • Issues PIV cards to DHS applicants
    • Report and work directly with the E3 Program Manager

    Required Qualifications

    • BA/BS degree is required
    • Minimum of (2) years of experience
    • Possess strong customer service skills
    • Must be able to obtain and maintain a DHS Suitability clearance

    Preferred Qualifications

    • Proficiency with Microsoft Office Suite
    • Excellent written and oral communication skills
    • Experience with Microsoft SharePoint and Microsoft Project is a plus
    • Experience with Salesforce Customer Relationship Management Tool is a plus

    E3 Sell (Select the Only Available Option)

    E3 Federal Solutions (E3) is an award winning Veteran Owned business specializing in helping Federal clients solve their most challenging business problems. Our motivated and technology-enabled workforce utilizes proven management and technical consulting practices and applies agile principles and data-driven decision making to enable our clients to better meet mission requirements. We create significant value for our clients by bringing subject matter expertise across the Federal marketplace in the disciplines of Acquisition Lifecycle Management, Program Management Support Services, Systems Engineering and Technical Assistance, and Facilities and Engineering Management. Excellence, Accountability, Community, Humility and Integrity are the core values of E3 as we become recognized leaders in the management consulting community as trusted partners to Federal agencies and to industry. We are an organization that offers both our employees and clients an exceptional experience; our culture is contagious, and we always maintain a genuine reputation.

    EEO Statement (Select the Only Available Option)

    As an Equal Employment Opportunity / Affirmative Action employer, E3 Federal Solutions (E3) is dedicated to making all employment decisions without regard to race, color, sex (including gender and transgender status), age, religion, national origin, disability, marital status, veteran status, registered domestic partner or civil union status, gender identity, medical condition, genetic information, sexual orientation, or any other protected status in accordance with applicable federal, state, and local laws. E3 hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed