Help Desk Technician II with Security Clearance

2 weeks ago

Bethesda, United States 3 Reasons Consulting, LLC Full time
3 Reasons Consulting is looking for a qualified Help Desk Technician to provide onsite support at Walter Reed National Military Medical Center, in Bethesda, MD. We’re seeking a customer service and support specialist with a working knowledge of the current desktop Microsoft Operating System and other software commonly utilized, to provide day-to-day management and support of the WRNMMC desktop computing environment. Duties include, but are not limited to: *Answers questions, analyzes problems, and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.
*Resolves computer software and hardware problems for users.
*Acts as a contact for users having problems using computer software, hardware, and operating systems.
*Acts as the escalation path to resolve moderate to highly complex technical issues.
*Specializes in certain aspects of technologies to assist the customer base.
*Provides support for call overflow during peak time or reduced staff during peak hours.
*Performs more varied and difficult tasks, typically issues escalated from Tier I support. Responsibilities: *Serves as the first contact with customers who need technical assistance throughout WRNMMC.
*Performs troubleshooting PCs, Laptops, Printers, and other devices using different diagnostic techniques.
*Provide quick resolution and excellent customer service per the established SLAs.
*Redirects unresolved issues to Tier III technicians or escalates to GSC for next level support.
*Utilizes ServiceNow to manage ticket counts and respond to users.
*Maintains SOPs and service catalog on installation of software, configuration of hardware, and problem troubleshooting, establishing a timeline and protocol for harder-to-solve problems.
*Obtains feedback and suggestions for workspace development.
*Establishes timelines and protocols for harder-to-solve problems.
*Maintain an accurate and complete Government asset inventory.
*May be assigned to unblock CACs
*May be assigned Entitlement Manager duties.
*Responsible for maintaining an accurate and complete Government asset inventory.
*Other duties as assigned. Additional Tasks and Responsibilities: *Ensures compliance with command training and other employment requirements in accordance with all established policies, procedures, and guidelines used in the MTF.
*Completes orientation and competency verification programs in accordance with departmental guidelines.
*Reports to Team Lead(s) and Branch Chief.
*Takes direction from team leads as required in maintaining a safe environment for the staff and patient(s).
*When assigned, will serve and participate in functions and other meetings. *Provides relevant and timely information and assists with decision-making and process improvement.
*As required, participate in customer service initiatives and activities
*When required, participate in the orientation, training, and evaluation of duty performance of newly assigned personnel, as appropriate.
*Promote patient and staff safety through adherence to accepted safety through adherence to accepted safety and infection control standards/
*Maintain a clean, safe, orderly, working environment.
*Perform other duties as assigned to include temporary assignment to other work units as needed.
*Once provided with “hands-on” experience, demonstrate working knowledge, and use of computerized systems, including Service Now, DMHRSi, and any clinical or business systems as needed.
*Obtain, maintain access to DMHRSi program and complete bi-weekly DMHRSi workload documentation. Qualifications: *Bachelor’s degree or equivalent
**Equivalent experience will be considered in place of degree
*Four (4) years of related experience
*IAT II Level Certification
**Security+ CE
*Current working experience with desktop Microsoft Operating System and other software being utilized within DoD or Government offices
*At least four (4) years of experience in troubleshooting and repairing both hardware and software-related issues
*Complex and progressive experience in a Microsoft computer support environment with experience in a Microsoft customer service and support environment in a large critical environment.
*Experienced in workstation maintenance and support.
*Experienced in troubleshooting and repairing the standard set of peripherals for a workstation in an enterprise medical environment.
*Ability to demonstrate high standards of customer support and produce high customer satisfaction Work Eligibility: *Must have an active Secret security clearance Company Paid Standard Benefits: *Short/Long Term Disability
*Basic Life Insurance
*Direct Payroll Deposit
*Leave Accrual
*Holidays
*401(k) Match Employee / Company Shared Benefits: *Additional (Voluntary) Life Insurance
*401(k)
*Medical Coverage
*Dental Coverage
*Vision Care Plan
*Flexible Spending Account Plan

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