Full Job Description
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.
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.
• Public Trust or Secret eligibility.
