Development InfoStructure LLC., (DEVIS) provides exceptional DevSecOps integration in our agile software development and embedded software solutions, combined with comprehensive IT management and consulting services to our federal, state, and local governments. The outcomes of our research and development, products and universe of services will support the international development community, multiple civilian agencies and the nation’s defense and intelligence communities. Our focused research, services and products include complex DevSecOps solutions to support refugee processing across multiple federal agencies, research and development for Signal Intelligence (SIGINT), Command, Control, Communications, Computers and Intelligence (C4I), Data Analytics, and Intelligence, Surveillance and Reconnaissance (ISR) development and sensor capabilities supporting both the aerospace/defense and intelligence communities, as well as complex HHS comprehensive care coding requirements, and integrated management systems for our countries civilian agencies (FAA, FDIC, HOR, etc.)       

　　Our primary mission is to satisfy the goals and objectives of our customers, and we approach problems as opportunities to invest our time in developing long-term solutions and assets. 

　　We are passionate about our work and creating an environment within which everyone is supported to perform in it while maintaining a healthy work-life balance.  We know that the best investment we can make is in our people! 

　　Overview

　　Development InfoStructure (Devis) is currently seeking an experienced Help Desk Specialist to provide support for a US international development program in Rosslyn, VA!  

　　Responsibilities

　　Provides timely response and resolution to e-mail and phone support requests regarding both IT related, application functionality issues 

　　Utilizes a Help Desk trouble ticketing system to document, monitor and resolve incoming requests and reported issues 

　　Follows and adheres to Help Desk standards and practices indicated in the Standard Operating Procedure (SOPs) 

　　Effectively Documents, Troubleshoots, and Tracks inquiries or issues being received to the Help Desk in order to meet or exceed team/contract (SLAs) Service Level Agreements    

　　Reviews application detailed designs for first level analysis of issue reported by the end user.  Strives to resolve reported issues at First Touch and escalates and or triage issues to the appropriate team for further analysis and resolution as required 

　　Utilizes configuration management tool to write software change requests for suggested enhancements to the application as well as defect notifications as required 

　　Performs internal and external website administration to include user account administration and document management 

　　Provides Microsoft Active Directory user account administration 

　　Maintains current knowledge of relevant technologies as assigned 

　　Performs other duties as assigned 

　　Required Skills and Qualifications 

　　1-3 years directly related experience supporting Help Desk Operations or Service Desk Support 

　　Experience using a Help Desk ticketing system 

　　Interpersonal skills to effectively interact with customers and team members 

　　Pleasant personality that can work in a high-volume e-mail and telephone request environment 

　　Ability to work in a team environment as well as independently 

　　Solid critical thinking capacity to research technical/functional issues and statuses, follows up with the necessary customer contacts to respond to various inquiries, and demonstrates ability to multi-task 

　　Excellent written and oral communication skills 

　　Experience utilizing SQL for query and troubleshooting efforts is a plus 

　　Familiarity with ITIL (desired) 

　　Education / Certifications 

　　Bachelor’s degree from an accredited college or university, or the equivalent of 2-3 years combination of education and experience Clearance Requirements 

　　Must be a U.S. Citizen with an active Secret Clearance or ability to obtain a clearanceAdditional Perks/Benefits 

　　Competitive salary compensation 

　　401k Retirement Contribution Savings Plan

　　Devis is an AA/EOE/M/F/Disabled/VET Employer committed to providing equal employment opportunity without regard to an individual’s race, color, religion, age, gender, sexual orientation, veteran status, national origin or disability.

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