Helpdesk Support (Level III) Job at Sumeru Solutions, Remote

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  • Sumeru Solutions
  • Remote

Job Description

Job Title: Helpdesk Support (Level III)
Duration: 12 Months
Location: Fully Remote
Job ID: 2031-1

Job Summary:

We are seeking an experienced Helpdesk Support Level III professional to provide advanced technical support, troubleshoot NCR software solutions, and assist customers of the Defense Commissary Agency. The role involves working with cutting-edge technologies such as payment solutions, e-commerce, loyalty programs, POS systems, and reporting tools. This position reports directly to the NCR/EBS Helpdesk Manager and requires a combination of technical expertise and strong communication skills.

Key Responsibilities:

  • Plan, install, configure, maintain, and support software applications and hardware.
  • Troubleshoot and resolve hardware and software issues within contractual SLA timeframes.
  • Monitor and analyze Helpdesk tickets to ensure timely resolution of client needs.
  • Conduct daily monitoring of applications and data links.
  • Coordinate installation, deployment, and software/hardware upgrades.
  • Provide user training and ongoing support.
  • Propose solutions and improvements to optimize business operations.
  • Investigate customer issues and recommend business solutions.
  • Answer helpdesk calls and monitor support queues for customer assistance.

Basic Qualifications:

  • Bachelor's Degree in Information Technology or 5+ years of IT/Application Support experience.
  • CompTIA Security+ Certification (Non-Negotiable).
  • Active DoD Security Clearance (Secret Level or higher) (Non-Negotiable).
  • Strong technical troubleshooting and problem-solving skills.
  • Experience in IT operations within a government environment.
  • Excellent verbal and written communication skills.
  • Ability to multi-task and work independently in a remote setting.
  • Strong interpersonal and leadership skills.
  • Fluent in English.
  • Ability to work flexible hours when needed.

Preferred Qualifications:

  • Previous experience working on an IT Service Desk supporting 500+ customers.
  • 5+ years of IT experience supporting U.S. Government clients.
  • Experience in software deployment and application support.
  • Strong analytical and troubleshooting skills.

Note to Suppliers: Security+ Certification and Active Clearance are mandatory for this role. Candidates must have prior experience working in a government IT environment.

Job Tags

Remote job, Flexible hours,

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