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

Position Overview 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. 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. Work Location 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. Clearance Client requires US citizenship, the ability to obtain and hold a public trust position, and favorable suitability based on a USCIS Background Investigation. Responsibilities u2022 Provide excellent customer service in a timely and efficient manner u2022 Respond quickly and accurately to incoming support requests from customers and urgent emails as prioritized by Government u2022 Leverage a full suite of support and automation tools to resolve issues and requests u2022 Anticipate customer needs and gather necessary information before responding u2022 Troubleshoot issues related to applications, such as emergency software fixes and application interface problems. Guide users through troubleshooting steps as needed u2022 Generate clear and concise responses and emails; use screenshots and pictures, when necessary, and provide bullets or step-by-step instructions u2022 Define and create repeatable scripts/templates for commonly requested questions u2022 Maintain list of troubleshooting steps for common issues regarding the applications and augment as needed u2022 Proactively communicate progress, concerns, and issues to leaders and to stakeholders u2022 Monitor systems, networks, and server uptime and performance to identify and resolve potential issues proactively u2022 Attend status meetings and be prepared to discuss updates Requirements u2022 Bachelor's degree in business, IT, or any related field u2022 1+ years of relevant work experience supporting complex projects u2022 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. u2022 Excellent verbal, written and interpersonal communications skills with the ability to communicate with both technical and non-technical users u2022 Highly motivated, quick learner, organized, strong time management skills and attention to detail u2022 Proficiency in Microsoft Office and other office productivity tools, with aptitude to learn new software and systems u2022 Critical thinking, analytical, and problem-solving skills

Created: 2025-11-15