Education and Experience:
- (Preferred) Bachelor’s Degree
- 1 to 2+ Years of experience
- Security+ CE (or appropriate DoDM 8570 Baseline Certification)
- IAT Level II certification is required before start
- Public Trust Clearance – Tier 3
Responsibilities:
- Create/Maintain computer tickets for all Help Desk calls, using the Global Service Center (GSC) Desk ServiceNOW software.
- Forward tickets in accordance with NMRTC Functional Database (available on ITD SharePoint site) established Tier 1 Standard Operation Procedures (SOPs).
- Deactivate user accounts, clear employee record(s) from organization unit in Active Directory, and collect all Government equipment as applicable.
- Perform delegated functions in Active Directory including creation of accounts and management of security and global distribution memberships.
- Troubleshoot network connectivity (i.e. PING the network devices).
- Perform Remote Desktop access, to resolve user issues.
- Accurately report completed trouble-tickets into Global Service Center (GSC) Desk ServiceNOW software.
- Desktop and laptop troubleshooting to include problems affecting hardware and OS.
- Prior to replacing defective computer equipment and processing for warranty, check computer equipment for software or hardware outside of standard configuration and report to Systems Management Group (SMG).
- Deploy network printers and maintain functionality.
- Relocate or install new user equipment due to moves, office renovation, or construction and conduct IT equipment inventories and update associated databases.
- Accurately report completed trouble-tickets into Global Service Center (GSC) Desk ServiceNOW software.
Knowledge and Skills:
- Excellent verbal and written communication skills
- Ability to organize and facilitate planning and demonstrations
- Ability to track, manage, and ensure projects tasks are completed in a timely manner
- Strong commitment to providing quality service
- Excellent interpersonal, negotiation and communication (verbal and written) skills
- Excellent organizational, time management and follow through skills
- Ability to manage multiple competing priorities
- Strong analytical and follow through skills
- Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments
- Ability to work well independently on defined tasks
- Ability to work well as part of a team
- Knowledge of ServiceNOW Ticketing/Global Service Center
- Knowledge of PC Compatible Workstations and Laptops (DELL/HP) hardware
- Knowledge of Laser, Inkjet printers
- Knowledge of Active Directory
- Knowledge of Remote Desktop
- Basic knowledge of network troubleshooting (PING, Speedtests)
- Basic SharePoint knowledge (Library, Contents, etc)
- Knowledge of Windows 10 and 11 OS
- Knowledge of MS Office 365
TechnicalKnowledge
- Experience with call management system
- Experience with creating and updating Helpdesk tickets.
- Experience with ServiceNOW Ticketing/Global Service Center
- Experience troubleshooting hardware issues with printers, laptops, and PCs
- Experience in troubleshooting software issues such as applications and networks
Clearance/Citizenship:
- Public Trust Tier-3
- Must be US Citizen
Location: Lovell Federal Health Care Center (FHCC), North Chicago, IL 60064