Help Desk System Specialist 1 - Washington - M.C. Dean, Inc.

M.C. Dean is Building Intelligence®. We design, build, operate, and maintain cyber-physical solutions for the nation’s most mission-critical facilities, secure environments, complex infrastructure, and global enterprises. With over 9,000 employees, our capabilities span electrical, electronic security, telecommunications, life safety, automation and controls, audiovisual, and IT systems. Headquarters in Tysons, Virginia, M.C. Dean delivers resilient, secure, and innovative power and technology solutions through

engineering expertise and smart systems integration.

Why Join Us?

Our people are passionate about engineering innovation that improves lives and drives impactful change. Guided by our core values—agility, expertise, and trust—we foster a collaborative and forward-thinking work environment. At M.C. Dean, we are committed to building the next generation of technical leaders in electrical, engineering, and cybersecurity industries.

We are seeking a Help Desk System Specialist 1 to join our Security and Electronic Systems (SES) business Unit. As part of (SES) Strategic Business Unit you will be part of a team that designs, engineers, integrates, operates and maintains electronic security services inclusive of intrusion detection, access control, biometric authentication, video surveillance, audio visual, it systems, perimeter defense and command and control systems for federal, local and commercial customers across high-growth markets.

As part of a multidisciplinary team, you will provide support to mission customers by capturing and triaging incoming requests for support and notification of incidents; as part of a multidisciplinary team, interact with customers and technicians to ensure timely resolution of issues by tracking progress on tickets/identifying gaps in service. This position falls under the supervision of the Operations Manager.

Main responsibilities include:

• Answers network support phone calls from customer end users and stakeholders; receive and review emails to network support mailbox from end users and stakeholders.
• Triages incoming issues to support ticket creation and assignment per tier level.
• Follows up with customers and track resolution of tickets to ensure proper trouble resolution in accordance with the system standards.
• Works with O&M team to ensure compliance with Service Level Agreement (SLA) requirements; requests suspension of tickets requiring resolution time outside of defined SLA due to dependencies.
• Reviews ticket notes and ensures assigned tier level resource is completing ticket updates on progress.
• Contributes to wiki procedures.

Clearance/Citizen Type: Applicants selected will be subject to a government security investigation and must meet eligibility requirements, including U.S. Citizenship, for access to classified information; Ability to obtain a Top-Secret clearance.

Education: