Help Desk Support Services Specialist - Senior

Diaconia is looking for a talented Help Desk Support Services Specialist - Senior to join our Amazing team!

If you're looking to join a company that truly appreciates you and your talents, look no further! At Diaconia, we are committed to serving and caring for our colleagues, our clients and our community. Our team is made up of talented individuals who appreciate having the opportunity to contribute their knowledge and experience to further the growth and development of our industry. Our ideal candidates embrace diverse thinking, enjoy partnering with others and are seeking to make a difference!

Job Summary: The Help Desk Support Services Specialist - Senior is responsible for providing comprehensive IT Support Services to NPS personnel across multiple physical locations. This role involves triaging, troubleshooting, and resolving end-user IT issues, as well as managing and escalating tickets as necessary. The Senior Specialist will serve as a team lead, overseeing day-to-day operations, ensuring responsiveness to end-user problems, and maintaining communication with customers and stakeholders.

Key Responsibilities:

• Provide tier I and tier II support to NPS personnel, including recording, troubleshooting, and resolving IT-related issues with workstations, laptops, mobile devices, software, and applications.
• Maintain a single point of contact for initial problem reporting, performing triage on reported problems, and escalating issues to other NPS/contractor staff as needed.
• Record all calls and support requests into the NPS supported Service Desk Ticketing system, ensuring accurate documentation of customer contact information and issue details.
• Develop and implement a communications plan for disseminating information to customers and gathering feedback systematically.
• Appoint and manage a dedicated team to oversee day-to-day operations, monitor reported problems, and ensure timely resolution of tickets.
• Research technical documentation, determine issue urgency, provide instructions to users, and escalate calls as necessary.
• Monitor escalated tickets to ensure resolution within defined SLAs, providing reminders and notifications to NPS Supervisor as needed.
• Assist in the maintenance and update of service desk technical reference information, support communications, and the Knowledge management database.
• Resolve issues at the time of ticket acknowledgment whenever possible, escalating tickets for additional support as needed.
• Log and assign priorities for unresolved requests based on internal NPS policies and procedures.
• Adhere to NPS ITSM operating procedures and existing service level agreements.
• Review and escalate negative customer complaints to the COR, providing full ticketing information and tracking associated emails.
• Adjust workloads to accommodate new products, applications, and system changes, attending project meetings and training sessions as required.
• Provide monthly service level metrics reporting for all areas of support as agreed upon by the Task Supervisor and COR.
• Analyze, document, and monitor the status of all Tier 1 and 2 incidents, providing reports within specified timeframes and escalating to government officials as necessary.

Required Qualifications:

• Associate's degree required (Bachelor's Degree preferred)
• 5+ years Previous experience in IT support or Help Desk roles.
• 5+ years computer support experience familiar with standalone and network computers, local area networks and wide area networks
• 5+ years of specialized experience including Service Center support in a multi-server environment, comprehensive knowledge of PC operating systems (e.g., Windows), networking and mail standards.
• A+ certification Required. Provide certification certificate is required.
• Proven ability to effectively communicate orally and in writing and to have a positive customer service attitude.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Ability to work effectively in a fast-paced, dynamic environment.
• U.S. CITIZENSHIP REQUIRED to support our Federal client **NO EXCEPTIONS**
• Must be able to obtain and maintain U.S. Government Clearance

Preferred Qualifications:

• Familiarity with ITIL or similar service management frameworks is a plus.
• Certificates from technical training institute is a plus

"Preference may be given if you live in a Hubzone Area (go to http://map.sba.gov/hubzone/maps/ to check your status) which is a United States Small Business Administration (SBA) program for small companies that operate and employ people in Historically Underutilized Business Zones (Hubzone)."

Diaconia is an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants for employment, without regard to race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, gender identity, protected veteran status, or any other basis prohibited by applicable law.