We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
Position Overview:
The Intermediate Help Desk Support Services Specialist will provide Help Desk and end-user desktop services for an office of approximately 500 IT users operating in both an unclassified and classified environment domestically and overseas and provide highly reliable, effective, timely and secure network support and services with minimal disruption to services and customers.
- Provides Tier I and II technical software, hardware, and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services.
- Provide implementation of seat management lifecycle processes to oversee the provisioning, tracking, configuration, support, maintenance, upgrades, refresh and end of-life for designated and approved hardware and software. These processes shall be tracked, monitored, and reported via OIG reporting platforms (both proprietary and generic). All tier II work may be required to function Desk-side with the user present or not.
- Provide user support in the areas of email, active directory & network services, and Windows Desktop applications; knowledgeable in Office 365, Windows Operating Systems, Teams, and Adobe.
- Knowledge and experience with using mobile device management tools and cloud-based user management.
- Obtain end-user acknowledgment for completion of service request.
- Skilled in interpersonal communications aligned to receiving Help Desk support calls and responding to verbal and written queries for IT assistance users via telephone, email, walk-up, and directly from management.
- Deploy and manage Desktop hardware (including display and attached peripherals), mobile devices, and software (e.g., operating system, personal productivity, office automation software, and modal applications residing on users’ devices).
- Deploy and manage locally attached or network printers, storage devices, and miscellaneous government-owned peripherals.
- Support workstation devices, including Government owned locally attached computers, laptop computers, tablet PCs, monitors, docking stations, printers, scanners, network-attached copiers, CD and DVD burners, multi- functional devices (printer, scanner, fax), USB devices, mobile handset phones and devices, Air Cards, network servers supporting printing, copying, scanning functions, and other approved devices in the product catalog.
- Provide asset provisioning, configuration, deployment, tracking, warranty management, tagging, refresh, and disposal management.
- Maintain, and implement where necessary, a highly accurate, maintained asset inventory, end-to-end asset management process, and accessible information database with automated, on-demand management reporting.
- Perform physical inventory and property tracking "wall-to-wall inventory" on a biannual basis which shall include inventorying all system assets, both physical and logical. This includes validation and adjudication of inventory with 100% accuracy.
- Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action.
- Assist in the deployment and management of Desktop hardware (including display and attached peripherals), mobile devices, and software (e.g., operating system, personal productivity, office automation software, and modal applications residing on users’ devices).
- High School plus advanced training, and 2 - 3 yrs. of experience with:
- trouble shooting and resolving technical software, hardware, and network problem resolution for clients.
- using automated information systems to analyze routine situations; o supporting users by fulfilling individual requests for information and/or training in the utilization of various databases; and
- maintaining network diagrams and circuit records, instructs users in the use of PCs and networks, may perform basic PC, PBX, and network software programming.
- Has demonstrated Excellent communication skills and is able to interact with other teams in the IT industry.
- Has a Secret Clearance, capable of obtaining Top Secret clearance.
- Preferred additional qualifications are:
- Certified A+ or holding a comparable Microsoft IT certification such as MCP or MCSE.
- Certified Information Technology Infrastructure Library (ITIL) foundations or equivalent experience.
- Knowledge of IT management tools, but not limited to (active directory, iTunes, polycom, Azure)