Help Desk Specialist

Amyx is seeking to hire a Help Desk Specialist to support our DLA Procurement Integrated Enterprise Environment (PIEE) Tier 2 Help Desk project. The Help Desk Specialist provides trouble shooting support to a user community employing computer systems and networks. Diagnoses problems and provides applicable remedies. May serve as a team leader in operations. This role serves as a key liaison between end-users, Tier 1 Help Desk support, and Tier 3 development teams, ensuring timely and accurate resolution of software-related issues.

Provide Tier 2 support for government software systems, with a primary focus on the PIEE application.
• Act as a bridge between end-users, Tier 1 support, and Tier 3 development teams to facilitate issue resolution and communication.
• Identify, document, and escalate software defects using JIRA, including detailed bug reports and root cause analysis.
• Lead ad-hoc troubleshooting sessions with users and support teams to diagnose and resolve software issues.
• Apply knowledge of the Software Development Lifecycle (SDLC) and Agile methodologies to support issue tracking and resolution.
• Conduct manual software testing and validate accessibility compliance through Section 508 testing.
• Learn and support emerging technologies such as AI chatbot platforms, software QA methodologies, and automated defect tracking.
• Write and execute basic SQL queries using SQL Server Management Studio for data validation and issue investigation.

Required:

• Minimum 2 years of experience in software systems support or a related technical role.
• Strong understanding of how software interacts with computer hardware and system architecture.
• Proficiency in JIRA and Confluence within the Atlassian suite.
• Familiarity with Agile software development and manual testing practices.
• Experience with Section 508 compliance testing and accessibility standards.
• Strong understanding of internet browsers including Google Chrome, Microsoft Edge, and Mozilla Firefox.
• Proficiency in Microsoft Office 365 applications (Outlook, Excel, Word, Teams, etc.).
• Ability to lead meetings and collaborate across technical and non-technical teams.
• Relevant technical certification such as Certified ScrumMaster (CSM).

Desired:

• Experience at the Defense Logistics Agency (DLA)
• Preferred experience in government or defense-related software systems, especially PIEE.

Benefits include:

• Medical, Dental, and Vision Plans (PPO & HSA options available)
• Flexible Spending Accounts (Health Care & Dependent Care FSA)
• Health Savings Account (HSA)
• 401(k) with matching contributions
• Roth
• Qualified Transportation Expense with matching contributions
• Short Term Disability
• Long Term Disability
• Life and Accidental Death & Dismemberment
• Basic & Voluntary Life Insurance
• Wellness Program
• PTO
• 11 Holidays
• Professional Development Reimbursement

Salary: 70-90k

Please contact talent@amyx.com with any questions!

Amyx is proud to be an Equal Opportunity Employer. All qualified candidates will be considered without regard to race, color, religion, national origin, age, disability, sexual orientation, gender identity, status as a protected veteran, or any other characteristic protected by law. Amyx is a VEVRAA federal contractor and we request priority referral of veterans.

Physical Demands

Employee needs to be able to sit at a workstation for extended periods; use hand(s) to handle or feel objects, tools, or controls; reach with hands and arms; talk and hear. Most positions require ability to work on desktop or laptop computer for extended periods of time reading, reviewing/analyzing information, and providing recommendations, summaries and/or reports in written format. Must be able to effectively communicate with others verbally and in writing. Employee may be required to occasionally lift and/or move moderate amounts of weight, typically less than 20 pounds. Regular and predictable attendance is essential.