Jacobs Helpdesk Engineer (REMOTE) in Ashburn, Virginia
Critical Mission Solutions
Your mission is our mission.
We're invested in you and your success. Everything we do - whether Aerospace, Defense, Intelligence, Information Technology, Cybersecurity, Nuclear, Automotive, or Telecommunications - is more than just a project. It's our challenge as human beings, too. That's why we bring a thoughtful and collaborative approach to every one of our partnerships.
It's our promise to challenge the status quo as we redefine how to solve the world's greatest challenges, and transform big ideas into intelligent solutions for a more connected, sustainable world.
Design your career with a company that inspires and empowers you to deliver your best work so you can evolve, grow and succeed –today and into tomorrow.
Respond to and diagnose problems through interacting with users while ensuring a timely process through which problems are controlled; including problem recognition, research, isolation, resolution, and follow up steps. You will interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems; simulate or recreate user problems to resolve operating difficulties; and recommend system modifications to reduce user problems. You will possess and apply comprehensive knowledge across key tasks and high-impact assignments.
Duties/Tasks and Responsibilities:
You will also be responsible for logging tickets into ServiceNow, managing user groups, training accounts, and administering other routine aspects of the application suites.
More About the Role:
Supporting end user applications and working in a multi-tier helpdesk as well as working with software developers and systems administrators to help reproduce and diagnose problems. Providing remote support to users for network and desktop hardware and software problems, to include:
Providing support to end users spanning a variety of issues.
Identifying, researching, and resolving technical problems.
Respond to telephone calls, email, and personnel requests for technical support.
Documenting, tracking, and monitoring the problem to ensure a timely resolution.
Providing second-tier support to end users for either PC, server, or mainframe applications or hardware.
Maintaining relevant metrics that help the team see how they are doing.
Supporting long- and short-range planning.
Developing new and refining existing process to enhance quality and productivity.
Ensuring product quality and timeliness of efforts.
Here’s What You’ll Need:
Must be a U.S. Citizen with an active Secret clearance (required), Interim is acceptable.
Excellent verbal and written communication skills
Understanding of the software development life cycle, including planning, development, requirements management, CM, quality assurance, and release management
Professional Experience: 5+ years related technical experience
Strong, active listening skills
Experience with Windows 2012 R2 and Windows 10 preferred, RedHat
Experience working with DoD customers preferred
Security + Certification
College degree (B.S.) in Computer Science, Information Management Systems, experience accepted, in lieu of degree
Experience with ServiceNow and Remedy ticketing systems
Experience with Problem and Incident Management
Most work will be done at a desk or computer.
General Office environment. The work environment is fast-paced and sometimes involves extreme deadline pressures. The nature of the work requires a high degree of teamwork and cooperation with other members of the staff as well as individuals across the Company and Customers.
Equipment & Machines:
General office equipment including PC/laptop, Fax, Copiers, Shredder, Printers, Telephone, and other miscellaneous office equipment.
Attendance is critical at all times. Must be able to work a 40-hour workweek, normally Monday through Friday, 0700 - 1600. However, times and days may vary depending on business requirements. Needs to be available to work overtime during critical peaks and be available to meet last minute requests for overtime should the situation occur.
Other Essential Functions:
Must be able to communicate effectively both verbally and in writing
Grooming and dress must be appropriate for the position and must not impose a safety risk/hazard to the employee or others. Must put forward a professional behavior that enhances productivity and promotes teamwork and cooperation.
Must be able to interface with individuals at all levels of the organization both verbally and in writing. Must be well-organized with the ability to coordinate and prioritize multiple tasks simultaneously. Must work well under pressure to meet deadline requirements. Must be willing to travel as needed. Must take and pass a drug test and background check as well as a motor vehicle records check. Must be a US citizen.
• Experience working with DoD customers preferred
• Security + Certification
• College degree (B.S.) in Computer Science, Information Management Systems, experience accepted, in lieu of degree
• Experience with ServiceNow and Remedy ticketing systems
• Experience with Problem and Incident Management
Jacobs is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, citizenship, low-income status or any other status or characteristic protected by applicable law. Learn more about your rights under Federal EEO laws at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf and supplemental language. at https://www.eeoc.gov/sites/default/files/migratedfiles/employers/eeocgina_supplement.pdf
At Jacobs, we’re challenging today to reinvent tomorrow by solving the world’s most critical problems for thriving cities, resilient environments, mission-critical outcomes, operational advancement, scientific discovery and cutting-edge manufacturing, turning abstract ideas into realities that transform the world for good. With $13 billion in revenue and a talent force of more than 55,000, Jacobs provides a full spectrum of professional services including consulting, technical, scientific and project delivery for the government and private sector.