Tier III Help Desk Support with Security Clearance

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Job description

Spalding Consulting, Inc. is seeking a Tier III Help Desk Support team member in Lexington Park, MD. Spalding Consulting, Inc. is a professional services company delivering cutting-edge solutions to the Department of Defense since 2001. Our expert-level solutions include software development, information technology, program management, financial management and business intelligence services. Spalding Consulting offers competitive compensation, career development, flexible work schedules and excellent benefits. Position Type: Full-Time Work Location: This is a remote position (see on-site requirements below). On-Site Requirements: On-boarding will require 1-2 visits to Patuxent River, MD for candidates that are local to the area. Candidates out of state will be onboarded virtually. Training will be virtual and telework maximized/permitted to the greatest extent possible, however for local candidates, training/tasking may require on-site work a few hours per week. Future on-site/telework requirements/schedules may change as additional client direction is received. Come join our team as we support Naval Aviation in their implementation of Product Lifecycle Maintenance (AvPLM) If you seek a dynamic work environment that challenges you to learn and grow in data analysis, visualization, AI and ML, we have the opportunity for you! Essential Functions: Monitor and manage support queues, ensuring incidents are appropriately escalated, documented, and resolved. Act as a subject matter expert in problem and major incident resolution, providing technical guidance and creating knowledge articles to support other tiers. Respond to end-user technical requests, troubleshoot and resolve basic issues, and escalate complex problems to higher support levels. Utilize established processes to track and resolve incidents, while meeting service level standards and providing proactive support through event management and monitoring activities. Analyzes problems and determines root causes. Other duties as assigned or required. Qualifications and Experience: Required: Familiarity with IT support tools, ticketing systems, and remote support technologies. Experience in creating and maintaining knowledge base articles and technical documentation. Strong analytical skills for diagnosing issues and developing effective solutions. Experience in handling escalations and resolving major incidents as a subject matter expert. Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users. Experience using SQL querying databases. Experience with problem-solving in a product development environment. Experience with any of the following tools: AWS Big Data and native tools AWS Solutions Architect Model-Based Systems Engineering Three (3) or more years of experience performing work related to the Job Duties/Responsibilities. Desired: Experience with one or more programming languages (C, C++, VBA, Java, JavaScript, R, Python). Experience with analyzing data for trends and patterns. Security Clearance: Active Secret clearance required. Requirements to obtain a clearance include US Citizenship, security investigation, etc. Education: BS or BA degree in Engineering, Computer Science, Information Systems, Business, Mathematics, Management or Relevant Technical Discipline. Preferred. Additional years of experience may replace degree requirements. Spalding Consulting, Inc. is committed to providing equal employment opportunities to all applicants and employees. We will not discriminate against any employee or applicant on the basis of race, color, ethnic origin, national origin, creed, religion, political belief, sex (including pregnancy), sexual orientation, gender identity, marital status, age, military status, physical or mental disability, or any other legally protected basis, in accordance with applicable federal, state or local laws. Spalding Consulting, Inc. is an Affirmative Action/Equal Opportunity Employer and encourages minorities, women, disabled, and veterans to apply for job openings within our company. Accessibility: If you are interested in applying for employment with Spalding Consulting, Inc. and need special assistance or an accommodation to apply for a posted position, contact our Recruiting department via email at or call us at Ext. 500. Pay Transparency Employee Polygraph Protection Act Employee Rights under the Family and Medical Leave Act Equal Employment Opportunity Know Your Rights: Workplace Discrimination is Illegal

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