What are the responsibilities and job description for the Tier 1 Help Desk Specialist position at Highlight Technologies?
Overview
We are looking for a Tier 1 Help Desk Specialist to support USAID. You will provide system support for users on all applications listed below that are maintained by the Systems Support Division of M/OAA/SSG (Office of Acquisition and Assistance/Systems Support Group).
Responsibilities
- Provide system support for users on all applications listed below that are maintained by the Systems Support Division of M/OAA/SSG (Systems Support Group).
- Troubleshoot user issues with the following e-GOV systems:
- FPDS-NG (Federal Procurement Data System-Next Generation)
- System for Award Management (SAM)/Vendor Registration:
- Assist users with vendor assistance on System for Award Management (SAM) registration to include: obtaining a D&B (DUN and Bradstreet) number and proper NCAGE (NATO Commercial and Government Entity) or CAGE Code
- Serve as backup Agency Point of Contact for Grants.gov (managed by HHS) - the government-wide grant website. Manage Agency (grantors) with posting assistance opportunities.
- Serve as backup Agency Point of Contact for beta.sam.gov (formerly edBizOpps) - the government wide acquisition website that web-based portal which allows vendors to review Federal Procurement Opportunities over $25,000.
Qualifications
- Active Secret Clearance required.
- Bachelors degree with 2 years of experience.
- Familiar with ServiceNow and can learn new systems.
- Ability to diagnose and resolve basic technical issues with eGov applications.
- Excellent communications skills.
- Customer service experience.
- Knowledge of Service Now preferred.
About Highlight
For over ten years, Highlight has provided Development and Modernization, Secure IT, and Mission Solution services to our federal government customers. Our team knows the technology; we understand how our customers and their stakeholders work; and we know how to implement industry best practices to deliver high-quality, end-to-end solutions that minimize risk and maximize results.
Since our inception, Highlight has had an employee-first mindset. Our mission is to provide employees with rewarding and impactful career opportunities. In 2021, Highlight’s founder and CEO, Rebecca Andino, implemented an Employee Stock Ownership Plan to embody and expand our culture of transparency, teamwork and rewarding the work of our employees. By becoming an ESOP, our employee-owners share in the success of the company through their ownership stake. To learn more about ESOPS, check out: www.esopinfo.org.
We’re an Equal Opportunity Employer (EOE) that empowers our people to fearlessly drive change - regardless of their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other characteristics. Our team is dedicated to foster diversity within our teams to promote creativity, innovation, and teamwork to deliver the best solutions for our customers.
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