Helpdesk Specialist (SME) with Security Clearance

Cohere is seeking a Help Desk Specialist SME to join our team! You will provide support on a team that provides a full spectrum of important IT-focused, enterprise-wide lifecycle support, including dev ops, applied technology investigations, operations and maintenance, and infrastructure lifecycle support services across the customer's enterprise. Our support in NOVA and Bethesda includes software engineering/development, O&M, technology investigations, customer advocacy, business process engineering, and system design. Invent your future and make a lasting impact at Cohere! Duties include but are not limited to: * Serve as subject matter expert, possessing in-depth knowledge of Help Desk support. * Support on Low and High - email, phone and potentially Skype * Providing details to any bugs found by end users, tester(s) or stakeholder to the development team. * Relaying verbally or via email, any pertinent information/details to the Government Program Office on any bugs found, resolutions from the development team, or web tool inconsistences. * Documenting all end user interactions and writing bugs/issues/concerns in JIRA or other ticketing system * Updating documentation in Confluence and web tool * Posting Notification banners and events * Interfacing with the User Engagement team and Government Program Office when required. * Demonstrating product to internal program team * Providing statistics and producing special requests for Government Program Office when required * Apprising User Engagement team of any request from users and participating in focus groups. * Respond to and diagnose problems through discussion with user. * Ensure a timely process through which problems are controlled - includes problem recognition, research, isolation, resolution, and follow-up step. * Supervise operations of help desk and services as focal point for customer concerns * Provide support to end users on a variety of issues. * Identify, research, and resolve technical problems. * Respond to telephone calls, email, and personnel requests for technical support. * Document, track, and monitor the problem to ensure a timely resolution. * Provide second tier support to end users. * Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. * Simulate or recreate user problems to resolve operating difficulties. * Recommend systems modifications to reduce user problems. * Providing feedback to development team on potential enhancements * Special projects and tasks as assigned. You'll Bring These Qualifications: * 5 years of relevant experience * TS/SCI clearance with FSP * Command of Microsoft Windows Applications * Ability to learn new technology. * Ability to communicate and document effectively. * Demonstrated experience and problem-solving abilities to assist customers with a variety of queries. * Ability to communicate effectively in a fast-paced environment. These Qualifications Would be Nice to Have: * Testing Demonstrated experience with providing customer service for systems that reside in a secure environment.