Halcyon Days Consulting (HDC) is a veteran owned small business with combined experience in and out of uniform. The HDC team is composed of subject matter experts who specialize in software development, data management and analysis for the DOD, IC, and other government and commercial partners. 

BENEFITS
HDC believes GREAT teams need GREAT tools!
Health Care - Employer paid medical , dental, vision for the employee and their dependents
401K - Employer  contributed 3% Safe Harbor, also up to 5% employer match, and 100% vested on hire date
PTO/Holiday - 160 hours PTO/Sick leave per year, 11 paid holidays per year
Tuition Assistance - Up to $5250 per year

SALARY RANGE: 
$140,000 - $160,000
This salary range is an hourly exempt (exempt from overtime) position. Benefits are provided in addition to the salary range. 

Title: Help Desk System Administrator
Clearance Required: None
Location: Stevensville, MD

DESCRIPTION
Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, via telephone, or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. 

REQUIREMENTS:

• Possesses and applies a comprehensive knowledge across key tasks and high impact assignments.
• Plans and leads major technology assignments.
• Evaluates performance results and recommends major changes affecting short-term project growth and success.
• Functions as a technical expert across multiple project assignments.
• May supervise others.

RESPONSIBILITIES:

• Providing appropriate support center responses to customer support requests and leads the support center team as the support center scope adjusts.
• Provides first-level contact and communicates resolutions to customer issues.
• Properly escalates unresolved queries to the next level of support.
• Tracks, routes, and redirects problems to the correct resources.
• Updates customer data and produces activity reports.
• Walks customers through the problem-solving process.
• Follows up with customers, provides feedback, and sees problems through to resolution.
• Uses excellent customer service skills and exceeds customer expectations.
• Ensure proper recording, documentation, and closure.
• Recommends procedure modifications or improvements.
• Preserves and grows knowledge of help desk procedures, products, and services.

QUALIFICATIONS:

• Minimum experience required: 5 years.

Required:

• 5 years of position-relevant work experience.
• Must have knowledge of Linux or Windows operating systems.

 

Halcyon Days Consulting, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, pregnancy, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.