Help Desk Technician/FOIA Coordinator

Sabre88 is a global consulting firm bringing capabilities in Help Desk & Contact Center Support, Telecommunications Support, Financial Services, Acquisition Support, Data Entry & Forms Processing, and Grants Management to federal and commercial clients. Sabre88 takes pride in helping its clients improve overall business processes by tailoring best practices into replicable methodologies and by drawing on a capacity to assemble premier experts, processes, and tools tailored to its client’s individual needs. Sabre88 presents a proven ability to help government leaders manage large-scale initiatives and achieve mission goals and is unsurpassed in its fervent commitment to the objectives of its clients 24 hours a day, 7 days a week.

Sabre88 is seeking a help desk technician/FOIA coordinator to perform contract services for our client in King of Prussia, PA. This opportunity provides high-quality, timely, courteous information and/ or technical resolution and FOIA administrative support services. The ideal candidate will be competent at troubleshooting hardware and software issues, and implementing viable solutions, analyzing data, paired with a knowledge of Freedom of Information Act (FOIA) procedures, with an ability to take initiative and utilize independent judgment in the performance of duties.

Qualification Requirements:

• Associate’s degree preferred, or an equivalent combination of education, training,

and experience

• Three (3) years of experience in a help desk or IT role
• Experience with computer hardware and standard computer software programs
• Ability to use web-based applications (specifically the help desk) to input, track, and maintain data on help desk issues
• Possess good organizational, time management, problem resolution skills
• Knowledge of Freedom of Information Act (FOIA) policies and procedures
• Strong interpersonal skills and the ability to work effectively with all grade levels in a diverse work environment
• Ability to maintain the confidentiality of records and information
• Ability to gather data, compile information, and prepare reports
• Ability to use and operate equipment and web-based software related to FOIA
• Proficient in the use of the English language in oral and written forms
• Ability to review and evaluate standard operating procedures and recommend improvements as needed

Responsibilities:

• Serve as the first point of contact for IT support and tracking of IT issues
• Actively listen and gather information for troubleshooting
• Analyze technical issues, formulate, and implement resolution
• Query callers and use the help desk knowledge database of previous calls and resolutions
• Advise and provide guidance on technical issues
• Resolve IT level I service requests/issues (Tier I support)
• Escalate issues that extend beyond the Tier I scope of work
• Track other non-technical regional help desk requests as required
• Monitor, report, and forecast trends in IT equipment usage issues
• Track and restock hardware and IT supply inventory
• Coordinate the preparation of responses to Freedom of Information Act (FOIA) requests
• Identify and task the appropriate division with assembling information
• Review records proposed for release, and ensure the proper marking of records has been applied
• Maintain a 98% rate of timely completion on FOIA regional requests
• Create standardized and customized reports to meet the needs of the evaluation and invoicing processes
• Review and evaluate standard operating procedures and maintain procedural changes
• Organize and prioritize multiple tasks, and work with periodic interruptions

Background Check/Security Requirements:

• Must successfully pass a federal background investigation
• Must successfully clear 3 reference checks
• Must be authorized to work in the United States

Job Type:

• Full-time position, 40 hours per week
• In-office position

*All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Your employment with Sabre88 is a voluntary one and is subject to termination by you or Sabre88 at will, with or without cause, and with or without notice, at any time. Nothing in these policies shall be interpreted to be in conflict with or to eliminate or modify in any way the employment-at-will status of Sabre88 employees. This policy of employment-at-will may not be modified by any officer or employee and shall not be modified in any publication or document. The only exception to this policy is a written employment agreement approved at the discretion of the CEO. These personnel policies are not intended to be a contract of employment or a legal document.