IT Service Desk Specialist

3 days ago

Falls Church, United States ECS Limited Full time

ECS is seeking an IT Service Desk Specialist - Level III to work in our Falls Church, VA office. Please Note: This position is contingent upon contract award.

We are currently seeking a highly capable and experienced IT Service Desk Specialist - Level III to join our team in the National Capital Region. As an IT Service Desk Specialist, you will manage incident handling, provide technical support, coordinate call center operations, and oversee user support activities. This role requires excellent problem-solving skills, the ability to manage escalations, and proficiency in maintaining IT infrastructure.

Responsibilities:

  • Utilize the Government incident management system (currently MHS ServiceNow) to support all available ITSM processes.
  • Provide on-site and/or remote support for office automation and IT services at all locations.
  • Ensure incidents are escalated appropriately when they fall outside the authority of the DHA Infrastructure and Operations Division (IOD).
  • Document support requirements in Service Level/Operational Level Agreements (SLA/OLA) and other support agreements.
  • Assist in planning, installing, or maintaining local IT support infrastructure and services.
  • Establish and maintain processes for efficient communication with the DHA Global Service Center (GSC).
  • Manage ITSM queue for incident management and escalation from the GSC to local deskside/on-site support.
  • Provide technical support systems, including establishing and maintaining user accounts, data management, and scheduling coordination with Tier 3 and Program Management product teams.
  • Notify users of planned or unplanned changes in system availability or performance.
  • Monitor system performance and demand levels.
  • Provide Tier 2 Help Desk support.
  • Utilize DHA managed systems to automate customer service, request management, incident management, problem management, and reporting for DHA Readiness Systems applications.
  • Document all processes and procedures for managing and supporting the DHA Readiness Systems in the DHA provided Standard Maintenance Manual (SMM).
  • Support data transfer and management between NIPRNet and SIPRNet domains as per Government-approved protocols.
  • Provide deskside user assistance for software, hardware, account-based, or connectivity problems that cannot be resolved remotely.
  • Maintain workstation/laptop operational baselines through established processes and periodic risk reviews as required.
  • Assist with office moves, including setup and support for workstations, monitors, printers, laptops, and mobile devices.
  • Supervise and coordinate activities of IT Service Desk Specialists, Coordinators, or Technicians.
  • Identify, troubleshoot, and resolve information systems problems to minimize downtime.
  • Assist computer users with hardware and software questions and problems.
  • IAT II or CCNA-Security, CySA+ (CySA+ is a CompTIA certification formerly listed as CSA+), GICSP, GSEC, Security+ CE, CND, SSCP
  • CE: Professional level certificate for supported technology.
  • Six (6)+ years of progressive experience demonstrating the required proficiency.
  • Current or past DHA support experience preferred.
  • Support Monday - Friday work week with occasional weekend and after-hours support.
  • Must be able to lift up to 35lbs regularly
  • Must be able to move about on foot to accomplish tasks, particularly for long distances or moving throughout facilities/site to site.

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