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Help Desk Specialist

Help Desk Specialist

Washington, DC


Job Description:

JPI has an opening for a Help Desk Specialist with five or more years of experience and five years of experience with Case Matter Management Tracking Systems (CMMT). This position will be working with the U.S. Coast Guard (USCG) client in Washington, DC. Security Plus (or higher) certification is required.​​


  • Support USCG Office of Legal Policy and Program Development (CG-LPD) office by providing  Help Desk and Software Version Upgrade support services for all SharePoint sites and version upgrades of CMMT
  • Ensure that a multi-tiered Help Desk approach is utilized
  • Tier II support services include assisting users with system access, user privileges, screen navigation, data manipulation, identifying and routing all requests, including Business Process and End User questions; researching, analyzing and resolving technical issues, Agency design or Agency business processes, generating reports, and other system-related problems.
  • For Tier II support respond within 1 hour to the most commonly asked questions including security access issues
  • Tier III support requires the involvement of the appropriate vendor and shall respond immediately upon notification
  • Provide a weekly electronic report of all help desk calls
  • Provide planning, testing, scheduling and implementing for all CMMT software version upgrades
  • Ensure that all upgrades are implemented in a manner that minimizes the down-time and is the least disruptive to daily operations
  • Configure SharePoint solutions for existing sites
  • Create, maintain, and ensure integrity of full system documentation including all system security documentation for Federal Information Security Act (FISMA) and Certification and Accreditation (C&A)​


  • U.S. Citizen
  • Security Plus (or higher) certification
  • Five years prior Help Desk experience
  • Five years of experience with Case Matter Management Tracking Systems (CMMT)
  • Bachelor's Degree in Business, Information Systems, Information Assurance, Cybersecurity or a related field. Master's Degree is a plus
  • Experience in SQL, Crystal Reports and SAP Business Objects Web Intelligence SAP Business Objects Web Intelligence Information Design Tool
  • Proficiency in SharePoint configuration; SharePoint Designer preferred
  • Proficiency in the Microsoft Office Suite, Microsoft Project, and Microsoft Visio
  • Excellent interpersonal, written and oral communication skills
  • Must be a self-starter with the ability to work independently and in team settings
  • Demonstrated situational awareness and professionalism for 100% client site delivery
  • Ability to work in a fast paced environment

JPI is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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