Helpdesk/Deployment SME with Security Clearance

Top Skills' Details

• ** MUST HAVE A SECRET CLEARANCE *** Top Skills:
• MFA/Authentication Technologies – Required experience supporting and leading authentication platforms and MFA solutions in an enterprise environment.
• Enterprise Technical Support – Required minimum of 8 years of experience providing technical support and resolving complex user issues.
• Government Customer Support & Communication – Required to effectively support government stakeholders, including leadership and VIP users, while maintaining a high level of customer service.

Education and Certs

• Bachelor's degree in Information Technology or related discipline
• CompTIA A+ preferred, not required

Secondary Skills - Nice to Haves Job Description- The SME Helpdesk Technician serves as the senior technical authority for YubiKey enrollment and deployment support activities. This individual develops training materials, supports the Agency Help Desk, and provides advanced Tier 2 troubleshooting expertise. Responsibilities

• Develop Knowledge Base articles and troubleshooting guides.
• Design and deliver YubiKey training to Government Help Desk personnel.
• Support User Acceptance Testing activities.
• Provide advanced Tier 2 support during deployment.
• Investigate and resolve complex enrollment issues.
• Coordinate with Agency Help Desk leadership.
• Develop escalation procedures and support workflows.
• Identify recurring technical issues and recommend process improvements.
• Track and report technical support trends. Additional Skills & Qualifications • Bachelor's degree in Information Technology or related discipline.
• Minimum of eight (8) years of experience providing enterprise technical support.
• Experience supporting MFA technologies and authentication platforms.
• Strong customer service and training skills.
• Experience developing technical documentation.
• Secret Clearance Employee Value Proposition (EVP)-

Opportunity to support a high-visibility federal deployment project, gain experience with identity and access management technologies, work directly with end users, and contribute to a mission-critical modernization effort. Work Environment-
100% onsite in Bethesda, MD - 2 shifts - 7am-4pm or 9am-6pm
High-volume user interaction throughout the deployment period
4-6 month contract assignment
There will be 7 people on this contract. (4 mid-level help desk, 1 senior help desk, 1 help desk SME, 1 project manager)