Cohere is seeking a Help Desk Specialist SME to join our team! You will provide support on a team that provides a full spectrum of important IT-focused, enterprise-wide lifecycle support, including dev ops, applied technology investigations, operations and maintenance, and infrastructure lifecycle support services across the customer’s enterprise. Our support in NOVA and Bethesda includes software engineering/development, O&M, technology investigations, customer advocacy, business process engineering, and system design.

Invent your future and make a lasting impact at Cohere!

Duties include but are not limited to:

• Serve as subject matter expert, possessing in-depth knowledge of Help Desk support.
• Support on Low and High – email, phone and potentially Skype.
• Providing details to any bugs found by end users, tester(s) or stakeholder to the development team.
• Relaying verbally or via email, any pertinent information/details to the Government Program Office on any bugs found, resolutions from the development team, or web tool inconsistences.
• Documenting all end user interactions and writing bugs/issues/concerns in JIRA or other ticketing system.
• Updating documentation in Confluence and web tool.
• Posting Notification banners and events.
• Interfacing with the User Engagement team and Government Program Office when required.
• Demonstrating product to internal program team.
• Providing statistics and producing special requests for Government Program Office when required.
• Apprising User Engagement team of any request from users and participating in focus groups.
• Respond to and diagnose problems through discussion with user.
• Ensure a timely process through which problems are controlled – includes problem recognition, research, isolation, resolution, and follow-up step.
• Supervise operations of help desk and services as focal point for customer concerns.
• Provide support to end users on a variety of issues.
• Identify, research, and resolve technical problems.
• Respond to telephone calls, email, and personnel requests for technical support.
• Document, track, and monitor the problem to ensure a timely resolution.
• Provide second tier support to end users.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulate or recreate user problems to resolve operating difficulties.
• Recommend systems modifications to reduce user problems.
• Providing feedback to development team on potential enhancements.
• Special projects and tasks as assigned.

You’ll Bring These Qualifications:

• 5 years of relevant experience.
• TS/SCI clearance with FSP.
• Command of Microsoft Windows Applications.
• Ability to learn new technology.
• Ability to communicate and document effectively.
• Demonstrated experience and problem-solving abilities to assist customers with a variety of queries.
• Ability to communicate effectively in a fast-paced environment.

These Qualifications Would be Nice to Have:

• Demonstrated experience with providing customer service for systems that reside in a secure environment.