Cfocus Software seeks a Help Desk Coordinator to join our program supporting the Department of Housing and Urban Development (HUD). This position is on-site in Washington, DC.
Qualifications:
Bachelor's degree in Cybersecurity, Information Technology, Computer Science or other related fields
5-10+ of Help Desk experience
Housing and Urban Development experience is highly desired
Duties:
Monitor HUD's standard ticket tracking system (currently Service Desk) daily for service tickets assigned to the systems.
Respond to service tickets from the HUD National Help Desk and shall provide technical support for system users who report application problems.
Analyze and diagnose problems assigned by the HUD National Help Desk and document the problems via a Service Desk Ticket Report.
Provide an initial analysis of all assigned tickets within one business day.
Recommend a strategy or strategies to the TPOC that will fix or address the problem consistent with the priority and complexity.
Implement the TPOC-approved strategy to fix or address the problem provided the work is within the scope of the Operations task.
Send information and respond to requests for information concerning the cause of the problem to the organization/resource best equipped to address the problem.
Act as Liaison with IT and Infrastructure production staff for troubleshooting system problems.
Notify the TPOC of the resolution of the problem.
Close all assigned tickets in no later than two business days.
Clearly and accurately document the resolution actions, dates, and contacts.
Update the ticket to document the fact that development fixes are pending.
Update the Service Desk ticket with the future release date and then close out the ticket