Help Desk Support Specialist

About the Company

Sienna Systems is seeking a Helpdesk Specialist to join our project supporting the White Sands Missile Range in White Sands, NM. This work will be performed on-site and requires an active DOD Secret clearance.

About the Role

This role is responsible for providing technical support to WSMR contractors, military employees, and potentially staff across multiple locations. Working as part of an enterprise application team of approximately 60 members, you will troubleshoot a variety of user issues, manage user accounts, and develop solutions to ongoing technical challenges.

Responsibilities

• Providing user management support for processing account create and change request forms, submitting and tracking account requests, troubleshooting individual account issues, account creation, account termination
• Recording, analyzing, and preparing required reports regarding problem resolution occurrences and trends
• Developing standard operating procedures and user self-help training aids (e.g. tips and tricks, frequently asked questions) for recurring problems
• Ensures the timely process through which problems are controlled.
• Problem recognition, research, isolation, resolution, and follow-up steps.
• Supports end users on a variety of issues.
• Identifies, researches, and resolves technical issues
• Responds to telephone calls, email, and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Follows an ITIL process to resolve incidents from beginning to end and has a very mature customer service outlook.

Qualifications

• 1-5 years of Help Desk and/or IT experience
• High School diploma
• CompTIA A+ or CompTIA Security+ certification
• Secret or Interim Secret DOD security clearance

Required Skills

Technical support, user management, problem resolution, ITIL process adherence, customer service.

Preferred Skills

Experience with enterprise applications, familiarity with military operations, advanced troubleshooting skills.

Pay range and compensation package

Salary: up to $58,000 annually, based on experience

Job location: White Sands Missile Range, NM

Company benefits: BlueCross BlueShield medical/dental/vision insurance, 401(k) plan: 4% employer match with immediate vesting, 3 weeks PTO, 11 paid Federal Holidays, Long- and short-term Disability coverage, Company sponsored Life Insurance coverage, Hiring Referral Bonus, Reimbursement for approved technical training/exams

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices.