IT Help Desk Engineer (Mid)/(Junior)-Remote

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Lensa is a career site that helps job seekers find great jobs in the US. We are not a staffing firm or agency. Lensa does not hire directly for these jobs, but promotes jobs on LinkedIn on behalf of its direct clients, recruitment ad agencies, and marketing partners. Lensa partners with DirectEmployers to promote this job for Shuvel Digital. Clicking "Apply Now" or "Read more" on Lensa redirects you to the job board/employer site. Any information collected there is subject to their terms and privacy notice.<br><br>Position Overview<br><br>This recently awarded long term (5-year) contract involves multiple teams providing Development, Security, and Operations (DevSecOps) services to support the United States Citizenship and Immigration Services (USCIS) in the delivery of their Information Technology (IT) systems, with a primary focus on the Verification Information System (VIS). These teams will be responsible for operations and maintenance activities, as well as standardizing complex, large-scale, internet-facing websites and IT systems within an AWS cloud environment. Utilizing forward-thinking, modern, open-source technologies and managed cloud services, the project emphasizes strong customer engagement to ensure effective and efficient service delivery.<br><br>We are currently seeking a motivated, career, and customer-oriented IT Help Desk Engineer (Junior) to join our team supporting this contract. The Help Desk Engineer will troubleshoot issues to provide excellent customer service and support to system stakeholders.<br><br>Work Location<br><br>This is a long-term remote/telework position but candidates may require occasional on-site visits in the DC metro area. USCIS is headquartered in Camp Springs, Maryland.<br><br>Clearance<br><br>Client requires US citizenship, the ability to obtain and hold a public trust position, and favorable suitability based on a USCIS Background Investigation.<br><br><strong>Responsibilities<br><br></strong><ul><li> Provide excellent customer service in a timely and efficient manner</li><li> Respond quickly and accurately to incoming support requests from customers and urgent emails as prioritized by Government</li><li> Leverage a full suite of support and automation tools to resolve issues and requests</li><li> Anticipate customer needs and gather necessary information before responding</li><li> Troubleshoot issues related to applications, such as emergency software fixes and application interface problems. Guide users through troubleshooting steps as needed</li><li> Generate clear and concise responses and emails; use screenshots and pictures, when necessary, and provide bullets or step-by-step instructions</li><li> Define and create repeatable scripts/templates for commonly requested questions</li><li> Maintain list of troubleshooting steps for common issues regarding the applications and augment as needed</li><li> Proactively communicate progress, concerns, and issues to leaders and to stakeholders</li><li> Monitor systems, networks, and server uptime and performance to identify and resolve potential issues proactively</li><li> Attend status meetings and be prepared to discuss updates<br><br></li></ul><strong>Requirements<br><br></strong><ul><li> Bachelor's degree in business, IT, or any related field</li><li> 1+ years of relevant work experience supporting complex projects</li><li> Experience or capable of using ticketing systems such as ServiceNow and Salesforce, managing various email inboxes, and interacting directly with the customers (end users) of USCIS systems through tiered support.</li><li> Excellent verbal, written and interpersonal communications skills with the ability to communicate with both technical and non-technical users</li><li> Highly motivated, quick learner, organized, strong time management skills and attention to detail</li><li> Proficiency in Microsoft Office and other office productivity tools, with aptitude to learn new software and systems</li><li> Critical thinking, analytical, and problem-solving skills<br><br></li></ul>If you have questions about this posting, please contact support@lensa.com

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...