The Help Desk Support Specialist will provide Tier II support and assistance to customers in resolving incidents, problems, and fulfilling service requests. The Help Desk team serves as the liaison between the IT team and the user community for service requests, change requests, and service disruptions.
Duties:
Provide Help Desk reports on the status of all projects, incidents, requests, and problems.
Generate, post, and retain historical information for Help Desk performance measurements.
Support Incident, Problem, and Request Management processes leveraging the ITIL service framework and best-business practices.
Provide End User Devices (EUD) support service and incident resolution remotely and through touch-labor services to ensure that the end user operational environment is functional.
Troubleshoot, prioritize, research, escalate, and document user problems thoroughly and accurately within tickets.
Respond to escalation tickets generated by the Enterprise Service Help Desk and take the necessary action towards resolution of the request or problem reported in a timely manner.
Support all CAC pin resets.
Provide end user support for hardware, software, new services, technology updates and system releases and associated peripherals.
Provide support to IM/IT in-processing and out-processing ensuring documentation is correct and attached to tickets.
Other duties as assigned.
Skills:
Excellent oral, verbal, and written communication skills.
Strong interpersonal and customer service skills.
Excellent organizational skills and attention to detail.
Strong analytical and problem-solving skills.
Qualifications:
Must possess at least two (2) years of IT help desk support at a Tier II level or above.
Must possess an active IAT-II security certification.
Must possess an approved computing environment certification relevant to job duties, such as Microsoft Windows 10, Microsoft Windows Server, CompTIA Security+ CE, CompTIA A+, etc.
Must have experience using a helpdesk ticketing system (Remedy).
Must possess required certifications per DoD 8570.1M for privileged level access.
Participation in rotational 24x7--365 on call support for emergencies required.
Must be a US citizen--verification required.
Secret clearance required.
Desired Qualifications:
Bachelor's Degree in Information Systems, Business, Communications, or related field.
Working Knowledge of ITIL's Incident, Service, and Change management Methodologies.