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:
Experience:
- Help Desk: 1 year (Required)
Language:
Work Location: Hybrid remote in DHS, MD 20588
