Help Desk Technician - FSP at Piper Companies
Washington, District of Columbia, USA -
Full Time


Start Date

Immediate

Expiry Date

30 Oct, 25

Salary

100000.0

Posted On

31 Jul, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Customer Service Skills, Openness, Communication Skills

Industry

Information Technology/IT

Description

Zachary Piper Solutions is seeking a qualified Help Desk Technician-FSP to support a federal program based out of Reston, VA. This position encompasses various workstreams and responsibilities, contributing to the provision of 24x7x365 services.

REQUIRED SKILLS:

  • Clearance: Must hold an active TS/SCI with FS Poly.
  • Excellent customer service skills and focus.
  • Education: Bachelor’s Degree in a related field or equivalent combination of IT training and practical experience.
  • Adaptable to a fast-paced environment with changing priorities.
  • Ability to execute work with precision in time-sensitive outage scenarios.
  • Effective communication skills in both written and oral English.
  • Ability to perform work under continuous deadline pressure.
  • Openness to shift work, as 24/7 support is essential.
Responsibilities
  • Monitor and report on deployment flow, ensuring operational functionality, and promptly escalating issues to the deploying team.
  • Identify and drive fixes with feature teams for volume drivers.
  • Execute documented deployment scripts and procedures.
  • Coordinate restoration actions with other teams.
  • Support outage restoration actions, adhering to published SLAs or as indicated by procedures.
  • Document all investigative and restorative actions in the designated system of record for audit purposes and root cause investigations.
  • Identify and drive recovery levers with feature teams.
  • Apply problem-solving, troubleshooting, and debugging expertise to mitigate customer or service outages.
  • Update standard operation procedures and technical training guides documentation as needed.
  • Manage secure work area operations, including assisting in hardware deployments, physical escort for maintenance, cleaning, and other services, and providing equipment assistance/troubleshooting.
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