Help Desk Support Specialist IV

eSimplicity is modern digital services company that work across government, partnering with our clients to improve the lives and ensure the security of all Americans—from soldiers and veteran to kids and the elderly, and defend national interests on the battlefield. Our engineers, designers and strategist cut through complexity to create intuitive products and services that equip Federal agencies with solutions to courageously transform today for a better tomorrow for all Americans.

Purpose and Scope

You will respond to end-user technical assistance requests via phone, email, and ticketing systems. This role is responsible for independently troubleshooting and resolving a wide range of hardware, software, application, system access, and performance-related issues.

Requirements

• 5–7 years of experience in a customer-facing technical support role, independently identifying, triaging, and resolving a wide variety of incidents and service requests across applications, systems, devices, and networks
• Demonstrated ability to resolve incidents using established guidelines, knowledge bases, and standard operating procedures; escalates to engineering teams as appropriate while maintaining ownership of issue through resolution
• Proficient in documenting troubleshooting steps, ticket statuses, and final resolutions in case management systems (e.g., ServiceNow, Jira); maintains a runbook for common issues to support knowledge retention and team efficiency
• Provides clear, step-by-step technical guidance to users and creates training guides, user support documents, and best practices documentation to proactively reduce common issues
• Supports onboarding tasks including software installations, password resets, user profile configurations, and device setup Partners with engineering teams to stay informed of product updates, system architectures, and workflows by shadowing and engaging in cross-functional collaboration
• Experienced in documenting and improving data strategies, including logical and physical models, data dictionaries, data roadmaps, and data security policies, while ensuring alignment with federal standards
• Able to analyze data access patterns and optimize data models for operational and user-driven use cases
• Tracks and reports on data quality metrics, lineage, and metadata using tools such as data catalogs; supports automation of classification and publishing workflows
• Skilled in supporting and maintaining AWS data environments (e.g., EMR/Hive, Databricks, RDS, Athena, Redshift), including lifecycle policies, data governance, and retention strategies
• Actively contributes to the review and improvement of data governance policies and operational procedures to enhance service delivery and data compliance
• Ensures adherence to Service Level Agreements (SLAs) and performance benchmarks such as Recovery Point Objective (RPO), Recovery Time Objective (RTO), and Mean Time to Repair (MTTR)
• Strong problem-solving, analytical, and communication skills; able to work independently within structured processes and deliver high-quality technical support in deadline-driven environments

Preferred Qualifications

• Hands-on experience working with AWS services and cloud-based data infrastructure
• Strong understanding of modern data lake architectures and experience designing or maintaining ETL/ELT pipelines for data ingestion, processing, and storage
• Proficiency with analytical and machine learning tools such as SAS Viya, Databricks, AWS SageMaker, AWS QuickSight, and Amazon EMR Studio/Notebooks
• Advanced skills in relational databases and SQL for data manipulation, querying, and optimization
• Demonstrated ability to troubleshoot and resolve complex issues across data pipelines, APIs, systems integrations, and infrastructure layers
• Excellent verbal and written communication skills; able to clearly convey technical topics to both technical and non-technical audiences
• Proven ability to operate effectively under pressure and manage competing priorities in deadline-driven environments
• Familiarity with DevOps and Infrastructure-as-Code (IaC) tools such as Terraform, Ansible, and AWS CloudFormation is a plus
• Experience working with healthcare data, federal systems, or regulated data environments is highly desirable

Working Environment:

eSimplicity supports a remote work environment operating within the Eastern time zone so we can work with and respond to our government clients. Expected hours are 9:00 AM to 5:00 PM Eastern unless otherwise directed by your manager.

Occasional travel for training and project meetings. It is estimated to be less than 25% per year.

Benefits:

We offer highly competitive salaries and full healthcare benefits.

Equal Employment Opportunity:

eSimplicity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, age, status as a protected veteran, sexual orientation, gender identity, or status as a qualified individual with a disability.