Help Desk Support Specialist II
1 month ago
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.
- 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.
- 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.
- Bachelor’s Degree in Information Systems, Business, Communications, or related field.
- Working Knowledge of ITIL’s Incident, Service, and Change management Methodologies.
- IT Help Desk experience in a healthcare setting.
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