Help Desk/Deployment SME

Description Position Summary The SME Helpdesk Technician serves as the senior technical authority for YubiKey enrollment and deployment support activities. This individual develops training materials, supports the Agency Help Desk, and provides advanced Tier 2 troubleshooting expertise. Responsibilities Develop Knowledge Base articles and troubleshooting guides. Design and deliver YubiKey training to Government Help Desk personnel. Support User Acceptance Testing activities. Provide advanced Tier 2 support during deployment. Investigate and resolve complex enrollment issues. Coordinate with Agency Help Desk leadership. Develop escalation procedures and support workflows. Identify recurring technical issues and recommend process improvements. Track and report technical support trends. Skills Tier ii escalation, Help desk support, Help desk, Customer service, Active directory, device deployment, deployment, leadership, project leadership Top Skills Details Tier ii escalation,Help desk support,Help desk,Customer service,Active directory,device deployment,deployment,leadership,project leadership Additional Skills & Qualifications Qualifications Bachelor's degree in Information Technology or related discipline. Minimum of eight (8) years of experience providing enterprise technical support. Experience supporting MFA technologies and authentication platforms. Strong customer service and training skills. Experience developing technical documentation. Secret Clearance. Experience Level Intermediate Level Job Type & Location This is a Contract position based out of Bethesda, MD. Pay and Benefits The pay range for this position is $36.06 - $36.06/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Bethesda,MD. Application Deadline This position is anticipated to close on Aug 14, 2026. Compliance Statements The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

• San Francisco Fair Chance Ordinance:* Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
• Massachusetts Lie Detector:* It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
• Use of Artificial Intelligence (AI):* We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.

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