Helpdesk Liaison

Company Overview 

At Hexagon US Federal we provide cutting-edge technologies and a wide range of professional services to enable our customers to make smarter and faster operational decisions and improve mission effectiveness. 

Hexagon US Federal is an independent subsidiary of Hexagon Corporation exclusively focused on bringing the broad range of Hexagon technologies to the US Federal government and its partners.  

Quick Hits 

Employees: 200

Operating Locations: Chantilly, VA (HQ); Huntsville, AL; Lanham, MD, and other client sites across the US 

We are seeking a Helpdesk Liaison in Huntsville, AL.

The Helpdesk Liaison serves as the in-office technical point of contact, bridging the gap between application SMEs working remotely and the on-site infrastructure environment. While remote engineers provide SME-level application support and guidance, this role provides the infrastructure knowledge, system access, and troubleshooting presence required to fully resolve issues.

• Review emails, alerts, and incoming tickets to identify and address high-priority issues
• Sync with Helpdesk personnel to route and work tickets to closure.
• Collaborate with system administrators, CAD Engineers, Cybersecurity team, and remote SMEs, to resolve complex issues.
• Participate in help desk briefings and help identify and route Tier 3 support requests
• Maintain system documentation, lessons learned, and troubleshooting procedures for repeatability.
• Assist with maintaining Help Desk Lessons Learned and improving troubleshooting procedures.
• Work closely with peers and stakeholders to enhance skills, share lessons learned, and improve overall team effectiveness.
• On-call Support and Maintenance: Provide after-hours emergency support and perform scheduled maintenance tasks
• Stay current on proprietary systems, infrastructure changes, and evolving technologies to remain an effective frontline resource.

• Bachelor's degree with two or more years of applicable experience or equivalent applicable experience.
• Current Security+ CE certification (preferred) or must be obtained within six months of the hire date.
• Experience working in a primarily Windows-based enterprise environment as a system administrator.
• Familiarity with standard administration tools such as PuTTY, Remote Desktop Protocol (RDP), PowerShell, Active Directory Users and Computers (ADUC), and Windows Event Viewer, along with related utilities.
• Willingness to travel to customer sites as needed.
• Excellent oral and written communication skills, with the ability to explain technical issues in clear, customer-friendly language
• Working knowledge of Microsoft SQL and relational database concepts; ability to run queries, validate connections, and assist with database-related troubleshooting.
• Capability to work independently and collaboratively with little supervision.
• Strong sense of accountability and ownership of issues from identification through resolution, ensuring customer confidence. Expertise in troubleshooting hardware/software problems at the component level.
• Adaptability and problem-solving mindset, with the flexibility to adjust when priorities shift or new challenges arise. 

• Ability to remain in a stationary position and operate a computer for extended periods.
• Occasional ability to move or transport items up to 25 pounds.
• Communicate effectively in English (verbal, written) and possess visual and auditory acuity for tasks and safety.
• Manage multiple tasks, prioritize, and maintain focus in dynamic environments.
• Demonstrate strong problem-solving, critical thinking, and analytical skills.
• Maintain consistent attendance, punctuality, and high professional standards.
• Work Environment: Work is performed primarily in a professional office and/or remote home office environment, subject to typical conditions

Required Level of Security Clearance: Must be a US Citizen and have the ability to obtain and maintain a DoD Secret Security Clearance. Security Clearance not required at the time of hire

Travel: up to 20%

What we will provide in return:  

- Competitive health care plans with savings accounts 

- Dental and vision plans 

- 401k with 100% company match up to 6%, with immediate vesting on company match 

- Life and disability insurance 

- Learning Management System with robust offerings 

- Tuition Reimbursement Program 

- Flexible hybrid and remote working arrangements where possible 

- 13 paid holidays per year 

- Veterans’ focused Employee Resources Group with regular educational sessions and communications 

- Leadership Development Program with multiple learning options 

Hexagon US Federal is an Equal Employment Opportunity Employer. We comply with all applicable federal anti-discrimination laws and provide reasonable accommodations for qualified individuals with disabilities and disabled veterans in its job application procedures. If you have any difficulty using our online system and need an accommodation due to a disability, you may use the following email address, [email protected] and/or phone number (703) 264-5600 to contact us about your interest in employment with Hexagon US Federal.

All qualified applicants will receive consideration for employment without regard to protected veteran status, disability status, or any other protected class covered by federal, state, or local law. Hexagon US Federal participates in E-Verify.

At Hexagon US Federal, we prioritize a secure and thorough hiring process. Be aware that we will never extend an employment offer without a careful review and interview process, and all official communications from our representatives will come from a verified Hexagon US Federal email address, never requesting upfront fees or sensitive information.