Helpdesk Specialist (Hybrid)

Networking For Future, Inc. (NFF) is a Washington, DC-based company offering a performance-focused approach to delivering transformational IT, managed services, and smart technology solutions. Since 1996, NFF has delivered architecture, design implementation, professional support services, managed services, and hardware and software sales related to Network Infrastructure, Cybersecurity, Cloud and Data Center Solutions, Smart Technologies, Collaboration and Mobility, and Workforce Solutions.

In addition, NFF, an ISO 9001:2015 and ISO 27001:2022 certified company, is a Cisco Gold Integrator Partner, Splunk Partner, Arista Partner, Cohesity Partner, Apptega Partner, NetApp Gold Partner, VMware Enterprise Partner, Axis Communications, Signify Partner, Rapid7 Partner, Foresite Partner, Arctic Wolf Partner, Microsoft Certified Silver Partner, Dell Solution Provider Partner. NFF also holds GSA Schedule 47QTCA21D0047 and many other government contract vehicles.

Duties and Tasks/Essential Functions

• Technical Support: Deliver exceptional customer service via phone, email, or remote connections, resolving technical and non-technical issues promptly and accurately.
• Help Desk Ticket Management: Document, track, and monitor support requests using Jira, escalating critical issues to the technical staff as needed.
• Development and Process Improvement: Develop and maintain training materials, conduct training sessions, and collaborate with the team to configure software applications.
• Testing and Quality Assurance: Participate in agile planning, develop test conditions, identify and log defects, and verify fixes.
• Collaboration and Communication: Work closely with the development team to resolve customer issues, analyze feedback, and implement enhancements.  Help document and improve IT processes to help our organization grow, including leading user training session as needed.
• Inventory Management: Responsible for the management and tracking of new inventory to and from teammates within the office.  Will also be assisting with updating and patching new equipment with up-to-date software packages as needed. 

Requirements:

• Bachelor's degree in a IT or related field.
• 5+ years of experience providing help desk support for 100+ users.
• Experience supporting remote users nationwide
• Excellent verbal and interpersonal communication skills.
• Strong problem-solving and analytical skills.
• Ability to learn quickly and work independently.
• Proficient in Microsoft Office, Windows, and Internet applications.
• Background in software support.

Nice to Have:

• Knowledge of applications on a user level including but not limited to: 
  • Jira
  • Zoom
  • VMWare WorkSpace One
  • Google Workspace
  • AWS Cloud environments 
• Experience with Jira Help Desk ticketing

NFF offers a competitive salary, comprehensive benefits and flexible paid time off options, for eligible employees:

• Medical, Dental and Vision, Health Savings Account, Flexible Spending Account
• STD, LTD, Supplemental life insurance and ADD&D
• Comprehensive 401k plan
• Paid Time Off

NFF is an Equal Opportunity Employer.

Important Notice: All NFF Inc communications come from @nffinc.com. Emails from other domains claiming to be NFF are likely scams. Be cautious, verify senders, and report suspicious messages immediately.