Company Overview

Tarkik Solutions (Tarkik) is an SBA 8(a) certified small business that provides information technology, management, and strategy consulting services to public sector clients. We bring an established track record of modernizing government with capabilities spanning Emerging Technologies, Digital Transformation, Business Transformation, Human-centered Design, Identity and Access Management and National Security Domain Expertise. We utilize an agile, innovative, data-driven, and mission-driven approach to solving problems at a large scale. Learn more about us at www.tarkik.com.

Project Overview

This contract involves multiple teams providing Development, Security, and Operations (DevSecOps) services to support the United States Citizenship and Immigration Services (USCIS) in the delivery of their Information Technology (IT) systems, with a primary focus on the Verification Information System (VIS). These teams will be responsible for operations and maintenance activities, as well as standardizing complex, large-scale, internet-facing websites and IT systems within an AWS cloud environment. Utilizing forward-thinking, modern, open-source technologies and managed cloud services, the project emphasizes strong customer engagement to ensure effective and efficient service delivery.

We are currently seeking a motivated, career, and customer-oriented IT Help Desk Engineer (Junior) to join our team supporting this contract. The Help Desk Engineer will work within a multidisciplinary team to troubleshoot issues to provide excellent customer service and support to system stakeholders.

Work Location

This is a long-term remote position, but candidates in the DC metro area are prioritized

Clearance

Client requires US citizenship and an ACTIVE Public Trust clearance with the Federal Government. Must achieve favorable suitability based on a USCIS Background Investigation.

Responsibilities

Provide excellent customer service via phone support to E-Verify and SAVE system users during business hours (9 am-6 pm)
Answer incoming phone calls promptly and professionally, managing high call volumes in a fast-paced environment
Utilize ServiceNow ticketing system to document, track, and resolve user issues
Perform account management tasks, including password resets and account unlocks
Guide users through the account authentication, providing clear step-by-step instructions
Troubleshoot basic technical issues such as website errors, non-functioning buttons, and page navigation problems
Walk users through standard troubleshooting procedures including clearing cache and cookies
Escalate complex technical issues that cannot be resolved through first-level support to appropriate teams via ServiceNow tickets
Properly identify and transfer non-IT related inquiries (case assistance, enrollment assistance, account recovery) to Customer Support
Generate clear and concise ticket documentation with relevant details and troubleshooting steps taken
Maintain knowledge of system functionality and common issues to provide accurate support
Proactively communicate issues, trends, and concerns to leadership and stakeholders
Attend status meetings and be prepared to discuss updates and call volume trends
Support government migration initiatives and stay current on system changes and updates

Requirements

Bachelor’s degree in business, IT, or any related field
1+ years of relevant work experience supporting complex projects
Experience or capable of using ticketing systems such as ServiceNow and Salesforce, managing various email inboxes, and interacting directly with the customers (end users) through tiered support
Excellent verbal, written, and interpersonal communications skills with the ability to communicate with both technical and non-technical users
Highly motivated, quick learner, organized, strong time management skills, and attention to detail
Proficiency in Microsoft Office and other office productivity tools, with aptitude to learn new software and systems
Critical thinking, analytical, and problem-solving skills

Employee Benefits

Competitive Base Salary
Eleven (11) paid federal holidays annually
Fifteen (15) Paid Time Off (PTO) days annually
401k benefit with up to 4% employer match
Health care (All CareFirst plans available from DC Health Link)
Dental, vision, short-term disability, long-term disability, and life insurance
Employer sponsored training benefits
Employer sponsored team building events
Performance Based Bonus and spot awards
Additional benefits made available to full time employees

Tarkik Solutions Incorporated is an Equal Employment Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Flexible spending account
Health insurance
Life insurance
Paid time off
Professional development assistance
Vision insurance

Application Question(s):

The client requires US Citizenship for the clearance process. Are you a US Citizen?
Do you currently have any ACTIVE security clearances, including Public Trust? Please list type and agency.

Education:

Bachelor's (Required)

Experience:

Help Desk: 1 year (Required)

Language:

English (Required)

Work Location: Hybrid remote in DHS, MD 20588

Tarkik Solutions Incorporated

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