Hexagon US Federal

Helpdesk Liaison

Hexagon US Federal

full-time

Posted on:

Location: Alabama • 🇺🇸 United States

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Job Level

JuniorMid-Level

Tech Stack

Cyber SecuritySQL

About the role

  • Serve as the in-office technical point of contact, bridging application SMEs and on-site infrastructure
  • Review emails, alerts, and incoming tickets to identify and address high-priority issues
  • Sync with Helpdesk personnel to route and work tickets to closure
  • Collaborate with system administrators, CAD Engineers, Cybersecurity team, and remote SMEs to resolve complex issues
  • Participate in help desk briefings and identify and route Tier 3 support requests
  • Maintain system documentation, lessons learned, and troubleshooting procedures for repeatability
  • Assist with maintaining Help Desk Lessons Learned and improving troubleshooting procedures
  • Provide on-call after-hours emergency support and perform scheduled maintenance tasks
  • Stay current on proprietary systems, infrastructure changes, and evolving technologies to remain an effective frontline resource

Requirements

  • Must be a US Citizen and have the ability to obtain and maintain a DoD Secret Security Clearance. Security Clearance not required at the time of hire
  • Bachelor's degree with two or more years of applicable experience or equivalent applicable experience
  • Current Security+ CE certification (preferred) or must be obtained within six months of the hire date
  • Experience working in a primarily Windows-based enterprise environment as a system administrator
  • Familiarity with standard administration tools such as PuTTY, Remote Desktop Protocol (RDP), PowerShell, Active Directory Users and Computers (ADUC), and Windows Event Viewer
  • Working knowledge of Microsoft SQL and relational database concepts; ability to run queries, validate connections, and assist with database-related troubleshooting
  • Experience troubleshooting hardware/software problems at the component level
  • Excellent oral and written communication skills
  • Capability to work independently and collaboratively with little supervision
  • Willingness to travel to customer sites as needed (Travel: up to 20%)
  • Ability to remain in a stationary position and operate a computer for extended periods
  • Occasional ability to move or transport items up to 25 pounds
  • Communicate effectively in English (verbal, written) and possess visual and auditory acuity