Help Desk Coordinator - HUD

Washington, DC
Full Time
Contract - HUD Single Family Housing
Experienced

cFocus Software seeks a Help Desk Coordinator to join our program supporting the Department of Housing and Urban Development (HUD). This position is on-site in Washington, DC.

Qualifications:

  • Bachelor’s degree in Cybersecurity, Information Technology, Computer Science or other related fields
  • 5-10+ of Help Desk experience
  • Housing and Urban Development experience is highly desired

Duties:  
 
  • Monitor HUD's standard ticket tracking system (currently Service Desk) daily for service tickets assigned to the systems.
  • Respond to service tickets from the HUD National Help Desk and shall provide technical support for system users who report application problems.
  • Analyze and diagnose problems assigned by the HUD National Help Desk and document the problems via a Service Desk Ticket Report.
  • Provide an initial analysis of all assigned tickets within one business day.
  • Recommend a strategy or strategies to the TPOC that will fix or address the problem consistent with the priority and complexity.
  • Implement the TPOC-approved strategy to fix or address the problem provided the work is within the scope of the Operations task.
  • Send information and respond to requests for information concerning the cause of the problem to the organization/resource best equipped to address the problem.
  • Act as Liaison with IT and Infrastructure production staff for troubleshooting system problems.
  • Notify the TPOC of the resolution of the problem.
  • Close all assigned tickets in no later than two business days.
  • Clearly and accurately document the resolution actions, dates, and contacts.
  • Update the ticket to document the fact that development fixes are pending.
  • Update the Service Desk ticket with the future release date and then close out the ticket
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