Service Desk
3 weeks ago
Provide IT Help Desk support using the Information Technology Infrastructure Library (ITIL) Information Technology Service Management (ITSM) model during for our OMC customer.
ROLE AND RESPONSIBILITIES:
• Provide IT support services and call triage including First Call Resolution, Impact and Priority Based Incident Categorization.
• Provide timely customer feedback, monitor/update the status of assigned tickets, and ensure warm hand-off and/or ticket escalation.
• Maintain a professional appearance and demeanor during duty hours, official travel, and when working with the user community.
• Provide O&M support for OMC desktop, laptop, and tablet information systems.
• Image information systems using government provided operating system images.
• Provide onboarding and provisioning of new accounts, and deprecation for users departing the organization.
• Submit tickets for all reported incidents, work orders, and service requests. They are required to utilize Government approved tools to accurately report, document, administer, and resolve customer issues.
Must have working knowledge of the following tools:
BMC Remedy for ticket tracking and routing; and Microsoft SharePoint, as a knowledge management repository for SOP’s.
• Provide surge support to NSGB in support of OMC Users participating in court hearings, trial activities, and other events as required.
• Provide VTC support for scheduling, call setup, testing, and troubleshooting measures.
• Facilitate mapping and troubleshooting user access to shared network resources.
• Provide support for computer peripheral device requests, installation, and troubleshooting IAW established policies and procedures.
• Provide support for software requests, installation, and troubleshooting IAW established policies and procedures.
• Provide support for mobile device requests, issuance, accountability, troubleshooting, and retrieval IAW government approved processes.
• Provide PKI Trusted Agent (TA) support, this is includes but is not limited to; submitting new token requests, retrieving, issuing tokens, and the collection/turn-in of returned/expired tokens IAW established policies and procedures.
• Provide voice over Internet protocol (VOIP) and Secure VOIP troubleshooting, this includes port activation requests, connectivity, and trouble ticket submission.
• Troubleshoot all information system hardware line replaceable units (LRU).
• Provide maintenance and support for local/networked printers, scanners, digital senders, and other multi-function devices. The contractor will procure replacement parts (e.g. Fuser) and other consumables (e.g. Toner) on a cost reimbursable basis as required.
• Provide transportation, delivery and setup of IT assets throughout the NCR and NSGB. The Government will provide transportation to Guantanamo Bay, Cuba and for shipment of IT assets.
• Provide desk side training to the end user for standard software and equipment issues as requested. Desk side training includes but is not limited to software and equipment demonstration, tri-fold brochures and quick start guides, and demonstration of links to online and
web based IT training.
QUALIFICATIONS AND EDUCATION REQUIREMENTS:
• Must be US Citizen
• Active Top Secret SCI Clearance
• Bachelors Degree in Computer Science or related field preferred or 5+ years of experience delivering tasks of a similar size/scope
REQUIRED CERTIFICATIONS:
Must be IAT Level II (applicant will at least have one of the following certs):
• CCNA Security
• CySA+ **
• GICSP
• GSEC
• Security+ CE
• SSCP
• CASP+ CE
• CCNP Security
• CISA
• CISSP (or Associate)
• GCED
• GCIH
-
Help Desk
2 weeks ago
Washington, United States Progression, Inc. Full timeService Desk Manager Washington, D.C MUST: ctive Top Secret Experienced Enterprise Service Desk Manager 5+ years of IT Service Desk, Help Desk, Desktop and Deskside Support experience 2+ years' experience as a Service Desk Manager managing Mid-Large teams (15-20+ members) 5+ years of Recent MS Office Environment experience 5+ years experience in an...
-
Help Desk
1 week ago
Washington, United States Progression, Inc. Full timeService Desk Manager Washington, D.C MUST: ctive Top Secret Experienced Enterprise Service Desk Manager 5+ years of IT Service Desk, Help Desk, Desktop and Deskside Support experience 2+ years' experience as a Service Desk Manager managing Mid-Large teams (15-20+ members) 5+ years of Recent MS Office Environment experience 5+ years experience in an...
-
IT Service Desk Supervisor
4 days ago
Washington, United States Affinity Inc Full timeIT Service Desk Supervisor Hybrid Remote- Washington DC office.This is more of a lead/supervisor role- they recently hired a Manager and not much budging on budget. The IT Service Desk Supervisor is responsible for managing the day-to-day operations of the service desk, ensuring that all requests for support are handled in a timely and efficient manner....
-
IT Service Desk Supervisor
1 week ago
Washington, United States JMS Talent Acquisition LLC Full timeThe IT Service Desk Supervisor is responsible for managing the day-to-day operations of the service desk, ensuring that all requests for support are handled in a timely and efficient manner. This position reports to the IT Service Desk Manager. Responsibilities include but are not limited to: • Managing the day-to-day operations of the service desk,...
-
IT Service Desk Supervisor
2 months ago
Washington, United States Stone Search Full timeIT Service Desk SupervisorHybrid Remote- Washington DC office*US Citizens or GC Holders The IT Service Desk Supervisor is responsible for managing the day-to-day operations of the service desk, ensuring that all requests for support are handled in a timely and efficient manner. This position reports to the IT Service Desk Manager.Responsibilities include...
-
IT Service Desk Supervisor
1 week ago
Washington, United States Stone Search Full timeIT Service Desk SupervisorHybrid Remote- Washington DC office*US Citizens or GC Holders The IT Service Desk Supervisor is responsible for managing the day-to-day operations of the service desk, ensuring that all requests for support are handled in a timely and efficient manner. This position reports to the IT Service Desk Manager.Responsibilities include...
-
Service Desk Manager
2 days ago
Washington, United States CareerBuilder Full timeDynamic Solutions Technology, LLC , a premier strategic services firm that meets IT and Service needs for commercial and government clients, is seeking a full-time on-site Service Desk Manager . This position is in Washington, DC . Responsibilities: The Service Desk Manager role is responsible for managing the Service Desk team and associated workload. The...
-
IT Service Desk Supervisor
4 days ago
Washington, United States Arnold & Porter Full timeThe Information Technology Department of Arnold & Porter has an opening for an Information Technology (IT) Service Desk Supervisor in the Washington DC ; The IT Service Desk Supervisor is responsible for managing the day-to-day operations of the service desk, ensuring that all requests for support a
-
Service Desk Manager
2 months ago
Washington, United States Dynamic Solutions Technology LLC Full timeJob DescriptionJob DescriptionDynamic Solutions Technology, LLC, a premier strategic services firm that meets IT and Service needs for commercial and government clients, is seeking a full-time on-site Service Desk Manager. This position is in Washington, DC.Responsibilities:The Service Desk Manager role is responsible for managing the Service Desk team and...
-
Service Desk Manager
1 week ago
Washington, United States Dynamic Solutions Technology LLC Full timeJob DescriptionJob DescriptionDynamic Solutions Technology, LLC, a premier strategic services firm that meets IT and Service needs for commercial and government clients, is seeking a full-time on-site Service Desk Manager. This position is in Washington, DC.Responsibilities:The Service Desk Manager role is responsible for managing the Service Desk team and...
-
Service Desk Manager
4 weeks ago
Washington, United States Fawkes IDM Full timeResponsibilities: Overseeing the day-to-day supervision of the firm’s Service Desk Analysts to provide quality customer service to all of the firm’s staff in support of the firm’s IT Service Desk. Supervising the DC Service Desk team. Providing support and maintenance of all computers and printers; ensuring timely resolution of issues (i.e., end-user...
-
Service Desk Manager
2 months ago
Washington, United States Fawkes IDM Full timeJob DescriptionJob DescriptionResponsibilities:Overseeing the day-to-day supervision of the firm’s Service Desk Analysts to provide quality customer service to all of the firm’s staff in support of the firm’s IT Service Desk.Supervising the DC Service Desk team.Providing support and maintenance of all computers and printers; ensuring timely resolution...
-
Service Desk Manager
2 weeks ago
Washington, United States Fawkes IDM Full timeJob DescriptionJob DescriptionResponsibilities:Overseeing the day-to-day supervision of the firm’s Service Desk Analysts to provide quality customer service to all of the firm’s staff in support of the firm’s IT Service Desk.Supervising the DC Service Desk team.Providing support and maintenance of all computers and printers; ensuring timely resolution...
-
IT Service Desk Manager
1 day ago
Washington, United States Sunrun Full timeEverything we do at Sunrun is driven by a determination to transform the way we power our lives. We know that starts at the individual employee level. We strive to foster an environment you can thrive in through our commitment to diversity, inclusion and belonging. Overview This individual in this position will be responsible to manage the performance of...
-
Service Desk Agent
1 week ago
Washington, United States Peraton Full time**About Peraton** **Responsibilities** **Key Responsibilities**: - Receive, document, categorize, triage, route, and resolve end user IT requests and incidents tickets. - Review and evaluate tickets for escalation and transfer to Tier 2 agent consistent with defined processes and procedures. - Collaborate with other agent to ensure 75% of user support...
-
Services Desk Technician
5 days ago
Washington, United States BOOST LLC Full time**Services Desk Technician** BOOST LLC is a dynamic management consulting firm that offers an array of government-compliant back-office solutions to support our teaming partners within the GovCon space. Our consultants are experts in the areas of Accounting, Contracts, Human Resources, Recruiting & Sourcing, and Strategic Pricing and our passion is to guide...
-
IT Service Desk Manager
2 weeks ago
Washington, United States Gunnison Consulting Group Inc Full timeJob DescriptionJob DescriptionWe are seeking a motivated and customer-oriented IT Service Desk Manager to support our US Courts client.Duties and responsibilities include:As the IT Service Desk Manager for the National Service Desk (NSD), this role involves overseeing the comprehensive operations of IT service desk functions. This includes managing incident...
-
IT Service Desk Manager
1 week ago
Washington, United States Gunnison Consulting Group Inc Full timeJob DescriptionJob DescriptionWe are seeking a motivated and customer-oriented IT Service Desk Manager to support our US Courts client.Duties and responsibilities include:As the IT Service Desk Manager for the National Service Desk (NSD), this role involves overseeing the comprehensive operations of IT service desk functions. This includes managing incident...
-
Service Desk Coordinator
2 days ago
Washington, United States US Government National Mortgage Association (Ginnie Mae) Full time**Duties**: As a **Service Desk Coordinator**, you will: - Be responsible for coordinating activities and services concerning the complete range of responsibilities and management activities required for ongoing operation of the service desk. - Train, coach, and mentor Service Desk Agents and vendor support teams to iteratively improve performance and...
-
Service Desk Analyst
3 weeks ago
Washington, United States Compass Pointe Consulting Full timeJOB TITLE: Service Desk Analyst LOCATION: Washington, DC (Hybrid 50%) SHIFTS: (1 of 2 shifts) 8:30 a.m. - 5 p.m. Monday through Friday 12:30 p.m. - 8 p.m. Monday through Friday DESCRIPTION: Compass Pointe has partnered with a law firm in the Washington, DC area that is looking for a Service desk Analyst. The Service Desk Analyst is responsible for providing...
