Service Desk Support Engineer

Job Description

Job Description

Description:

Position Summary

Avum is seeking a Service Desk Support Engineer for a contract writing system and portfolio of applications. This position will provide technical assistance, troubleshooting, and coordinating with internal teams or external vendors to resolve complex problems. The Service Desk Support Engineer serves as the primary point of contact for users encountering issues with the new system, delivering prompt and effective solutions while upholding high customer service standards.

Key Responsibilities

• Participating in customer scrum events to provide progress status from the development team and pass on feedback/requests to the appropriate team member.
• Addressing customer questions related to the systems/applications, researching open requests, and contacting external contacts for answers.
• Collaborating with end-users, business stakeholders, and IT teams to gather requirements, implement system enhancements, and facilitate user training sessions.
• Collaborating with other IT teams to escalate complex issues and ensure timely resolution.
• Coordinating with external system POCs to troubleshoot interfaces and resolve issues.
• Coordinating with internal IT teams, software vendors, and external partners to escalate and resolve complex technical issues promptly.
• Coordinating with the service desk teams in advance for product releases and changes to business rules and requirements.
• Coordinating with the user community, which includes onboarding new users into applications, setting up user accounts, providing instruction, troubleshooting login issues, escalating connection problems, and managing the user help desk requests.
• Developing and delivering training materials and sessions on system functionality and best practices to end-users.
• Developing and delivering self-service resources to identify and resolve issues independently and minimize ticket volume for all Service Desk teams.
• Documenting support activities, including troubleshooting steps, resolutions, and system configurations, in the knowledge base or the BMC Helix ticketing system for future reference.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Generating internal and customer-facing documentation, including user guides, knowledge articles, frequently asked questions (FAQs), business process descriptions, and support other general writing activities.
• Managing, documenting, and participating in user events, including training, testing/evaluation sessions, user acceptance testing, and product review sessions.
• Performing system administration tasks, including user account management, access control, configuration changes, and system monitoring.
• Responding to and resolving user-reported issues, inquiries, and service requests related to the software systems through various channels such as the BMC Helix ticketing system, Microsoft Teams, Jira (ePS development team’s ticketing and incident management), phone, email, or chat.
• Troubleshooting and diagnosing software-related technical issues, including errors, bugs, performance issues, and data discrepancies.

Required Qualifications

• US Citizenship with active TS/SCI with Polygraph security clearance required.
• Ability to be onsite 100% in Chantilly, VA in a Sensitive Compartmented Information Facility (SCIF).
• Excellent verbal and written communication skills and experience communicating effectively with technical, operational, and management audiences with broad and varied backgrounds .
• Two (2) or more years of experience interacting effectively with end-users, technical teams, and vendors.
• Experience with BMC Helix system administration tasks, including product catalog refinement, knowledge articles, and self-help resource customization.
• Familiarity with ITIL framework, IT service management processes, and incident management practices.
• Proficiency in troubleshooting software-related technical issues, utilizing diagnostic tools, logs, and debugging techniques.
• Strong understanding of enterprise software applications, including their functionalities, integrations, and dependencies.
• Technically capable of employing new tools and related technologies supporting the project, specifically including tools for collaboration and agile scrum artifacts.

If You Have This, It’s A Plus

• A bachelor’s degree in computer science, Information Technology or related field.
• Service desk or application support role using BMC Helix or other ticketing systems.
• Familiarity with the Department of Defense (DoD) Procure-to-Pay processes.

What’s In It For You

• Receiving competitive compensation and benefits package that includes bonuses and 401K with 6% matching that vest immediately.
• Joining a mission-driven technically forward team.

Location

This role is a 100% onsite in Chantilly, VA.

About Avum

Avum, Inc. is a certified Small Disadvantaged Business who provides advanced software, database, and business intelligence systems to the DoD/Military, Intelligence Community, and Federal, State, Local and Commercial clients since 1991. We manage technical programs and projects and provide strategic guidance to support our customer's system engineering efforts. We provide sustainment in mission-critical and secure environments. We support information assurance activities and accreditation for the systems we deploy. Our engineers conduct rapid prototyping and Agile customer-focused iterations to produce complex applications, predictive analytic data environments, and NIST SP 800-53 compliant system architecture deployed within Navy and DoD networks. We have subject matter experts in multiple domains and technical expertise across all core technology stacks. We specialize in application development, large-scale database design, data engineering, and data visualization. Through results-driven, agile collaboration, the company continually researches and deploys secure solutions that exceed customer expectations in meeting or beating customer-allocated budgets and schedules. We aspire to the highest standards of ethical behavior and professional integrity in providing our customers with service that consistently earns us the highest possible performance ratings.

Avum, Inc. does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.