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Help Desk Specialist

Company: TSymmetry
Location: Arlington
Posted on: February 15, 2019

Job Description:

Job Title: Help Desk Specialist Location: Crystal City, VAType of Employment: Full TimeSalary: DOE + full benefitsClearance Type: DHS Suitability "Tsymmetry is a trusted federal systems integrator with over fifteen years of experience providing technology services to the federal sector. We are focused on delivery excellence and our clients have recognized the tangible business outcomes we drive through exemplary contract ratings and the U.S. Department of State (DOS) Small Business of the Year award in 2017. Tsymmetry performs at the cutting-edge of information technology in the support of our clients' mission programs. We hire qualified individuals who share our vision, our values, and our passion for innovation and success. Our commitment to the growth of our employees is what makes Tsymmetry such a great place to work" Job DescriptionTsymmetry is supporting the Student and Exchange Visitor Information System (SEVIS), a web-based system for maintaining information on international students and exchange visitors in the United States. Our mission helps the Department of Homeland Security identify individuals who are a threat to national security and who are violating immigration laws or their visa status. Our efforts supporting the SEVIS program extend further to Department of State and their Office of Exchange Coordination and Compliance. Position OverviewProviding comprehensive Level II Application Services for SEVIS. The scope of work entails technical services across multiple technical and non-technical disciplines. Job Responsibilities

  • Providing phone, email and in-person support to users and other stakeholders by analyzing data
  • Serving as the initial point of contact for troubleshooting and determining the proper way to make needed data corrections
  • Following established procedures for resolving the type of data request received
  • Creating a request for information when further evidence is required to process the data request. Also, follow-up with the user may be required.
  • Documenting the steps taken to resolve all issues
  • Completing research, addressing issues and emergency requests
  • Keeping users updated on request status and progress
  • Updating student records utilizing an assigned SEVIS role
  • Creating System Change Request (SCR) instructions for the development team to use when the data can be corrected only by a database change
  • Providing feedback to senior leadership for improvements to SEVIS that will help to prevent errors and improve the data correction processes.
  • Addressing questions that the Level I representatives are unable to answer Job Knowledge, Skills and Abilities
    • 1-year experience as a contact center analyst
    • Experience working with Service Level Agreement (SLA) targets
    • Strong communication skills (verbal & written), ability to share knowledge and collaborate across teams, and experience driving problems to completion
    • Experience providing improvement recommendations across systems and applications
    • Ability to learn, comprehend and communicate Government regulations
    • Ability to troubleshoot and solve analytical issues
    • Ability to troubleshoot utilizing multiple systems Education
      • High School Diploma it sufficient; highly prefer bachelor's degree as well EEO StatementTsymmetry does not discriminate in practices or employment opportunities on the basis of an individual's race, color, national or ethnic origin, religion, age, sex, gender, sexual orientation, marital status, veteran status, disability, or any other proscribed category set forth in federal or state regulations. - provided by Dice MUST HAVE A DHS SUITABLE CLEARANCE OR BE ABLE TO OBTAIN ONE - experience as a contact center analyst, help desk call center experience, experience working with SLA's, strong comm skills

        Keywords: TSymmetry, Washington DC , Help Desk Specialist, Other , Arlington, DC

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