Help Desk Support Specialist - Tier 2 - Remote

About Agile5 : Agile5 Technologies, Inc., is a Woman-Owned Small Business (WOSB) and Information Technology (IT) services firm that specializes in the design, development, testing, integration, and maintenance of enterprise software systems. We believe our employees are the company’s most valuable asset. We are invested in seeing our employees grow in their careers, while maintaining a work/life balance. We have a full-time need for a skilled, energetic, and driven Help Desk Specialist.

Description: The Tier 2 Help Desk Specialist will have a minimum of 1 year experience executing scripts, implementing standard operating procedures, and investigating system anomalies. Experience with Java and SQL is required. Experience with Jira and Confluence is preferred. He or she will also be able to work well within a team, adapt quickly, and be responsive.

Tier 2 Help Desk Specialist Job Duties

• Understands, learns, and applies emerging automated build, test, and deployment capabilities; helps develop project teams toward integrating such solutions
• Designs, develops, enhances, debugs, and implements software in an agile development environment
• Troubleshoots issues or problems related to software applications
• Makes informed decisions and develops solutions to daily tasks based on past experience
• Analyzes, investigates, solves, and documents Tier 2 trouble tickets.
• Writes code that is able to be reused, testable, and efficient
• Documents trouble ticket solutions in Confluence
• Perform other duties as assigned
• Addresses problems identified with system integration and capability incurred during testing and implementation of developed software in support of customer objectives
• Mentors and guides team members who have less experience
• Consults with project teams and end users to identify software requirements
• Participates in the development of software documentation such as training/user manuals
• Resolves issues and problems with software developed and responds to suggestions for improvements and enhancements
• Assists in the evaluation and recommendation of application software packages, and application integration and testing tools

Experience Requirements: Minimum 2 years of experience executing scripts, implementing standard operating procedures, and investigating system anomalies in a Tier 2 Help Desk environment.

Education Requirements: Bachelor’s degree or higher from an accredited institution in computer science, computer engineering, or closely related field preferred; or the equivalent combination of education, training, and experience

Desired Skills / Qualifications: Agile scrum, Django, ability to lead and work well within a team, and excellent oral and written communication skills. Experience with Docker and cloud technologies such as Amazon Web Services (AWS) is a plus.

Security Clearance Requirements: None required upon applying, but must be willing to undergo background check to obtain a Public Trust security clearance. Must be a U.S. citizen.

Location: Remote

Status: Full time

Schedule: Day shift, Monday–Friday, on-call duty for off-hour troubleshooting

Physical Requirements: Must be able to remain in a stationary position for long durations of time. Also, must be able to continuously operate a computer and other office productivity machinery.

Travel Required: No

This job description is subject to change at any time.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Employment Type

Full-Time

Minimum Experience

Mid-level