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Helpdesk Specialist

About Development InfoStructure, Inc. (Devis) - Arlington, VA

Development InfoStructure LLC., (DEVIS) provides exceptional DevSecOps integration in our agile software development and embedded software solutions, combined with comprehensive IT management and consulting services to our federal, state, and local governments. Development InfoStructure (Devis) is currently seeking an experienced Help Desk Specialist to provide support for a US international development program onsite in Rosslyn, VA!

Duties

Interface with IRM / MID Support to resolve service-related issues. Onboard Support for WrapsNet user account creation (required for Citrix Workspace and Confluence/Jira). Support install and troubleshooting for MID peripherals, e.g., monitor, keyboard, mouse, docking station, printer (requires onsite presence). Provides timely response and resolution to e-mail and phone support requests regarding both IT related, application functionality issues. Utilizes the ITSM ticketing system to document, monitor and resolve incoming requests and reported issues Follows and adheres to Help Desk standards and practices indicated in the Standard Operating Procedure (SOPs) Effectively Documents, Troubleshoots, and Tracks inquiries or issues being received to the Help Desk in order to meet or exceed team/contract (SLAs) Service Level Agreements Reviews application detailed designs for first level analysis of issue reported by the end user. Strives to resolve reported issues at First Touch and escalates and or triage issues to the appropriate team for further analysis and resolution as required Performs internal and external website administration to include user account administration and document management Creates and maintains accounts for OKTA, START, Tableau, Tableau Desktop, FileCloud and GitHub Controls.

Qualifications

1-3 years directly related experience supporting Help Desk Operations or Service Desk Support Experience using a Help Desk ticketing system Interpersonal skills to effectively interact with customers and team members Pleasant personality that can work in a high-volume e-mail and telephone request environment Ability to work in a team environment as well as independently Solid critical thinking capacity to research technical/functional issues and statuses, follows up with the necessary customer contacts to respond to various inquiries, and demonstrates ability to multi-task Excellent written and oral communication skills Experience utilizing SQL for query and troubleshooting efforts is a plus Familiarity with ITIL (desired)

Application instructions

Before responding to this announcement, please review the RPCV Career Link Terms of Use [PDF]. The Peace Corps is not able to confirm the legitimacy of every position posted to the jobs board and we ask everyone to use caution when contacting and/or sharing information with any organization while seeking employment. If you believe an announcement has violated the Peace Corps Terms of Use, please contact [email protected].

Equal Opportunity Employment

The posting employer has certified that this announcement complies with Peace Corps’ Equal Opportunity Employment policy:

The Peace Corps is committed to providing equal opportunity to all employees, Volunteers, and applicants for employment and volunteer service. Peace Corps policy prohibits discrimination and harassment because of race, color, religion, sex, national origin, age (40 or over), disability, sexual orientation, gender identity, gender expression, marital status, parental status, political affiliation, union membership, genetic information, or history of participation in the Equal Employment Opportunity process, grievance procedure, or any authorized complaint procedure.

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