Posted today
Secret
$40,000 - $50,000
Unspecified
IT - Support
Lexington Park, MD (On-Site/Office)
As a solutions-based company, Precise Systems is focused on innovation in support of the warfighters and aligning our expertise to deliver the highest quality of service. Powered by our highly skilled workforces, we provide expert consultation on network and weapons systems acquisition programs, maintenance/modernization programs, and sustainment programs with solutions in Digital Transformation, Advanced Engineering, Physical Sciences Research, Platform Lifecycle Support, and Technical Services. Since our establishment, we have demonstrated and perfected our ability to manage the customer's needs, no matter how complex - offering exceptional service and the Precise solution.
Precise Systems seeks a Help Desk Support Analyst who provides IT Service Desk support and assists Technical Trainers, serving as the main point of contact for IT issues submitted through the SNAP application. This role regularly interfaces with customers and technical SMEs (e.g., trainers, developers, web designers, system administrators, and application experts).
Duties:
Required Education:
Required Experience:
Desired Experience:
Must be able to obtain and maintain a Secret security clearance. Due to the sensitivity of customer related requirements, U.S. Citizenship is required.
Precise Systems values employee contributions, promotes diverse opportunities for professional growth, and prioritizes overall well-being. Our comprehensive professional services benefits package includes health insurance, life and accidental death and dismemberment coverage, disability insurance, retirement plans, holiday pay, employee-managed leave, and professional growth opportunities.
We recognize exceptional performance and alignment with our core values through our STAR Award recognition program.
Compensation at Precise Systems is determined by various factors, including education, experience, skills, competencies, and contract-specific requirements. The salary range for this position is $40,000 to $50,000 (annualized USD). This range represents the standard pay for this role and is just one component of Precise Systems' total compensation package.
Precise Systems is dedicated to a shared vision and core values of Integrity, Respect, and Responsibility, which foster innovation and drive our continued success in the global marketplace. Precise Systems and its subsidiaries are Equal Opportunity /Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, status as an individual with a disability, or any legally protected status under federal, state, or local law. Visit www.GoPrecise.com for a listing of current openings and our comprehensive, employee friendly benefits summary. Precise Systems participates in E-Verify.
Precise Systems seeks a Help Desk Support Analyst who provides IT Service Desk support and assists Technical Trainers, serving as the main point of contact for IT issues submitted through the SNAP application. This role regularly interfaces with customers and technical SMEs (e.g., trainers, developers, web designers, system administrators, and application experts).
Duties:
- Serve as the escalation point for complex IT issues from other support staff and directly from customers via phone, email, or SNAP system
- Perform initial troubleshooting of customer issues and escalate more challenging incidents to the appropriate team members
- Follow documented procedures for call handling, escalation, data capture, closure, and follow-up
- Communicate clearly and professionally with customers, providing status updates, guidance, and technical explanations
- Support system monitoring, updates, and assist in testing new tool features prior to release to ensure system stability and resolve existing bugs
- Monitor trends in recurring issues and recommend improvements to support processes, documentation, and training
- Collaborate with SMEs to resolve complex technical problems and improve overall support efficiency.
Required Education:
- High school diploma or GED required.
Required Experience:
- Minimum 1 year of call center or high-volume customer service experience
- Minimum 1 year of managing phone and email interactions with customers
- Strong problem-solving, multitasking, and organizational skills
- Ability to work independently and adapt to changing priorities
- Basic troubleshooting knowledge.
Desired Experience:
- Minimum 1 year of experience with Microsoft Office Suite
- Minimum 1 year of experience with web-based IT systems
- Working knowledge of ServiceNow Asset Tracking system recommended but not required.
Must be able to obtain and maintain a Secret security clearance. Due to the sensitivity of customer related requirements, U.S. Citizenship is required.
Precise Systems values employee contributions, promotes diverse opportunities for professional growth, and prioritizes overall well-being. Our comprehensive professional services benefits package includes health insurance, life and accidental death and dismemberment coverage, disability insurance, retirement plans, holiday pay, employee-managed leave, and professional growth opportunities.
We recognize exceptional performance and alignment with our core values through our STAR Award recognition program.
Compensation at Precise Systems is determined by various factors, including education, experience, skills, competencies, and contract-specific requirements. The salary range for this position is $40,000 to $50,000 (annualized USD). This range represents the standard pay for this role and is just one component of Precise Systems' total compensation package.
Precise Systems is dedicated to a shared vision and core values of Integrity, Respect, and Responsibility, which foster innovation and drive our continued success in the global marketplace. Precise Systems and its subsidiaries are Equal Opportunity /Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, status as an individual with a disability, or any legally protected status under federal, state, or local law. Visit www.GoPrecise.com for a listing of current openings and our comprehensive, employee friendly benefits summary. Precise Systems participates in E-Verify.
group id: 10125424
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