Hybrid Helpdesk Specialist (Hybrid) at NFF Inc

Since 1996, NFF has designed, architected, and delivered IT network and security solutions to many state, and local government agencies, K-20 educational institutions, federal agencies, and large enterprise businesses across the mid-Atlantic. NFF is a technology services and solutions provider, specializing in next-generation IT infrastructure including networks, data centers, cloud migrations, IT security, collaboration and mobility, and full/part-time staff augmentation services.   Our solutions, professional services and IT staffing portfolio are centered around building more resilient, secure, adaptive, and intelligent IT infrastructure and include comprehensive assessment, architecture, design, integration and installation services, and ongoing performance management services though our Network Operations Center (NOC).  

NFF is a Cisco Gold Partner with a Customer Experience Specialization and was a “Cisco Top-5 Mid-Atlantic SLED Partner” in 2019, 2020 and 2022. NFF has maintained Cisco Gold Partnership since 2008, is the only Cisco Gold Partner headquartered in the District of Columbia. In addition to Cisco, NFF has key partnerships with many manufacturers and IT solution providers including, Rapid7, Arctic Wolf, VMware, NetApp and Splunk.

NFF is a District of Columbia (DC) Certified Business Enterprise (CBE) and a SBA Certified Small Business with headquarters in downtown Washington, DC. Our dedication to quality is reflected in our accomplishment of being awarded multiple ISO 9001:2015 certifications

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.