Sr Helpdesk

Provide frontline support during a large-scale YubiKey deployment. Responsible for user verification, scheduling enrollment appointments, distributing devices, assisting users with enrollment, resolving common technical issues, documenting activities, and escalating unresolved issues to SMEs., * Operate the distribution hub during scheduled deployment windows.

• Verify user identity prior to device issuance.
• Coordinate enrollment appointments and scheduling activities.
• Execute physical handoff of YubiKeys.
• Ensure user agreements are completed.
• Assist users with self-service enrollment processes.
• Resolve common technical issues during deployment.
• Escalate unresolved matters to the SME Helpdesk Technician.
• Document support activities and outcomes.
• Support peak deployment events and surge activities.

End User Support & Help Desk Troubleshooting - 5 years experience providing Tier 1/Tier 2 technical support, resolving common user issues, and escalating complex incidents to Tier 3 teams.

• Authentication Device Deployment & User Provisioning - Experience configuring, enrolling, and distributing authentication devices (YubiKeys, CAC/PIV cards, MFA tokens, smart cards, etc.), assisting users with setup, validating user identity, and supporting credential enrollment processes.
• Customer Service & Enterprise User Support - Strong communication skills with experience supporting end users in fast-paced enterprise environments, coordinating deployments, and ensuring a positive user experience throughout rollout activities.

Education and Certs-

• Associates degree or equivalent experience
• CompTIA A+ preferred, not required, Associate degree or equivalent experience Experience supporting users in enterprise environments Strong organizational and documentation skills Ability to work during high-volume deployment events Active 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.

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,)

• This position requires an active DoD Clearance (Secret, Top Secret, Top Secret/SCI) or the ability to be obtain an (Interim Secret, Interim Top Secret)
• Because an active or interim DoD clearance is required, U.S. Citizenship is required

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: -Medical, dental & vision -Critical Illness, Accident, and Hospital -401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available -Life Insurance (Voluntary Life & AD&D for the employee and dependents) -Short and long-term disability -Health Spending Account (HSA) -Transportation benefits -Employee Assistance Program -Time Off/Leave (PTO, Vacation or Sick Leave)