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Help Desk Technician Level 2
Ref No.: 17-00038
Location: Silver Spring, Maryland
Position Type:Full Time/Contract
Experience Level: 5 Years
Help Desk Technician Level 2
Location: Silver Spring, MD

Who May Apply: US Citizen or Green Card; This employer participates in the e-Verify program.
Security Clearance: Active DOD SECRET - High Background Investigation
Classification: Exempt

Overview:
This project is to provide IT support services for a US federal government agency.  Work location in onsite in the Washington, DC area.  This project provides IT support services to support the computer users and general IT operations.  Project IT support services are to manage and maintain the customer network and systems to ensure consistent network connectivity, network security, internet access, manage e-mail services, applications support, information assurance support, operate the Help Desk and provide customer support. The primary goal is to ensure the customer networks and systems deliver a consistently high level of performance, reliability, provide high quality solutions; and provide excellent customer service to resolve issues quickly for all users. You may be asked to work a flexible work schedule on occasion, outside normal business hours of 7:30 am to 4:30 pm, either on-site or through phone, to support scheduled downtime or non-scheduled emergency downtime. You will be part of a team supporting the complete project scope that includes system engineers, network engineers, system administrators, security specialists, and Tier 2 help desk specialists.  The computer platforms supported include Windows, Linux, and Unix.

Responsibilities:
This is a hands-on Help Desk position for a team of Systems Administrators, Systems Engineers, Network Engineers, Security Specialists, and Help Desk staff.   The overall project IT support services is to manage and maintain the network and systems to ensure consistent network connectivity, network security, internet access, manage e-mail services, applications support, information assurance support, operate the Help Desk and provide customer support.  The networks and systems will deliver a consistently high level of performance, and reliability. The primary responsibilities of the Help Desk Technician include but are not limited to the following:
  • Support Incident, Problem, and Request Management processes leveraging the ITIL service framework and best-business practices.
  • Provide End User Development (EUD) support service and incident resolution remotely and through touch-labor services to ensure that the end user operational environment is functional.
  • Tasks include installing and connecting desktops (PCs) and other peripherals to the network, wiping and rebuilding infected desktops, software installation (Operating System, MS Office Suite, anti-virus software, commercial-off-the-shelf (COTS) needed by the user for their work), and assisting users with services and products.
  • Repair desktops, printers, scanners and other peripherals.
  • If repair parts are needed, identify the repair parts.
  • Document the problem and resolution in the ticketing system.
  • Image all new computers with the current approved operating system.
  • Exhaust all avenues to fix corrupt Operating systems.
  • Backup data before working on any equipment.  Make every effort to maintain the user's data without loss during repair of equipment.
  • Provide printer Multi-Function Device (MFD) support.
  • Ensure all printers MFD are configured in accordance with appropriate DISA STIG prior to adding to the network.
  • Provide phone, email, web, and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract.
  • Serve as the second point of contact for troubleshooting hardware/software, all types of computer systems (Windows, Linux, Unix), Cisco/brocade Routers/Switches, NetApp/Dell storage solutions.
  • Under general supervision, provide customer service support, interacting with staff in a professional manner while providing excellent customer service as the highest priority responding to and resolving or escalating requests.
  • Provides a timely response to service requests.
  • Resolves or escalates service requests as necessary.
  • Mentors Associate Help Desk Staff.
  • Provides on-going follow up to customers until resolution of issue or escalation.
  • Provides user assistance to identify and specify the nature of the request or problem.
  • Provides troubleshooting and assists users with systems issues over phone for remote support or onsite for desk side support.
  • Notifies appropriate tiered help desk teams for mission critical issues and adheres to department escalation policy.
  • Assists in collection and analysis of real-time trending information.
  • Orients and transfers knowledge to help desk staff
Required Skills and Experience:
  • Bachelor's degree from an accredited university in Computer Science, Electrical Engineering, or other equivalent engineering or technical disciplines AND the following certifications:
    • Security+
    • ITIL v3 Foundation
    • Dell Corporation certification to perform warranty repair work: Dell Certified System Engineer (DCSE)
    • Microsoft Support IT Professional (MCITP)
    • MCTS: Windows 7 Configuration for Help Desk Support
  • 5 yrs. experience in excellent customer-focused problem resolution skills.
  • 5 yrs. experience providing Tier 2 level problem analysis and problem resolution for service requests.
  • Experienced using help desk application to log all service updates accurately and well detailed.
  • Experience collecting data from customers to aid problem determination and resolution. 
  • Experience supporting tiered help desk teams by obtaining and providing appropriate information for escalated issues.
  • Knowledge and understanding of how technology can be applied to provide advanced system support.
  • Advanced knowledge of IT hardware, software, and peripherals associated with applications.
  • Ability to read and follow instructions accurately, timely and effectively.
  • Excellent customer service skills.
  • Ability to work with all levels within the organization and working within a team.
  • Ability to perform daily work activities of the position assuring prompt and effective response to customer needs.
  • Proficient in analysis and problem solving, to assess customer needs and determining appropriate solutions.
  • Ability to understand and adhere to systems security and control procedures in accordance with departmental, vendor standards and regulatory bodies.
  • Excellent verbal and written English communication skills.
Desired/Preferred Skills and Experience:
  • DoD experience, preferable Army customer experience.
  • Experience supporting a primary Data Center environment.
  • Any of the following certifications:
    • Certified Scrum Master (CSM)
    • Microsoft Certified Solutions Expert (MCSE)
    • Microsoft Certified Solutions Associate (MCSA)
    • VMware Certification Professional (VCP)
    • VMware Certified Design Expert (VCDX)
    • Linux Plus LX0-103 and LX0-104
    • Cisco Certified Network Professional (CCNP)
    • Cisco Certified Network Associate (CCNA)
    • Cisco Certified Network Associate (CCNA Wireless)
Travel Requirements:
  • None