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Help Desk Support Specialist

1 month ago

Arlington, Virginia, United States Lawelawe Technology Services Full time
About the Role

We are seeking a highly skilled Help Desk Support Services Specialist to join our team at Lawelawe Technology Services. As a key member of our IT support team, you will be responsible for providing top-notch technical assistance to our clients, ensuring their IT systems are running smoothly and efficiently.

Key Responsibilities
  • Provide Tier II support and assistance to customers in resolving incidents, problems, and fulfilling service requests.
  • Coordinate the handling of incidents, problems, service, and change requests for end users of unclassified and classified systems.
  • Manage the life cycle of incidents, problems, and service requests, including fulfillment, verification, and closure.
  • Support multiple tiers in accordance with the Tier Level Definitions as defined in the Service Desk Administrate Instruction.
  • Provide appropriate communication to IT users and serve as a point of coordination for other IT groups and processes.
  • Support for both unclassified and classified systems will be provided.
  • Coordinate with the Government Service integrator and other service providers to resolve incidents and problems and fulfill service requests.
  • Develop, manage, and maintain a Knowledgebase repository which will consist of FAQs, and Self Help Guides to assist Help Desk personnel.
  • Provide End User Devices (EUD) support service and incident resolution remotely and through touch-labor services.
  • Activate the ITIL incident escalation process if an incident cannot be resolved at the Help Desk.
  • Document and keep current related work instructions and business processes.
  • Document user problems thoroughly and accurately within tickets.
  • Escalate to the proper higher tier team in conjunction with escalation guidelines outlined in ATAMMC Service Desk Administrate Instruction.
  • 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.
  • Provide electronic notification to users about incidents and request status using Government provided communications tools.
  • Prioritize all incidents in accordance with the ATAMMC PRS document.
  • Support all CAC pin resets.
  • Assist end users in obtaining and deploying Computer/Electronic Accommodations Program procured assistive technology in accordance with Section 508 of the Rehabilitation Act of U.S.C. 794D.
  • Provide end user support for hardware, software, and associated peripherals (including Government Furnished Property (GFP)).
  • Install, configure, image, and support all workstations and laptops.
  • Track, stage, configure, and install end user hardware, software, and associated peripherals (including GFP).
  • Provide support for Installs, Moves, Adds, and Changes requests which includes but not limited to installations in accordance with the Government provided SOPs for analog and VoIP devices, workstations and laptops, and other end user devices (including GFP).
  • Track equipment deliveries and schedule installation of any end user hardware received at the location in accordance with jointly developed implementation plans.
  • Configure and deploy end user hardware and software in accordance with the Government provided SOPs.
  • Investigate, resolve, document, and report the causes and corrective actions to the Government managers for all High and Critical incidents/problems.
  • Perform Root Case Analysis for all Critical events.
  • Comply with escalation procedures and Government required prioritization to resolve assigned incidents consistent with the Help Desk Service Level Requirements with the guidance provided in the ATAMMC Service Desk Administrate Instruction.
  • Assist end users in the recovery and restoration of files lost due to accidental file deletion, system corruption, a loss of systems, or hardware failure or by other means.
  • Provide end users support with backup and/or restoration of files to/from Digital Video Disc, or other approved external devices / media.
  • Provide desk side support for assisting end users with backing up their data to a designated share drive.
  • Assist ATAMMC Primary Hand Receipt Holder in the collection, organization, and tracking and recommendations for disposal of IT equipment as required.
  • Provide planning, configuration, and installation support for all FBCH IMIT projects/initiatives to include but not limited to EUD Lifecycle Management refresh of hardware and software.
  • Provide support to IMIT in the tracking and documentation of IT equipment age and condition and the ability to assist FBCH regarding the research, identification, and recommendation of Life Cycle Replacement (LCR) solutions for End User and Clinical Support Systems including Telecommunications Devices, as well as Over Head paging systems.
  • Coordinate with designated government point(s), (ex. Hand Receipt Holders/Logistics), of contact to ensure hardware, inventory, and tracking is appropriately accounted for.
  • In the event of special projects identified by the Government, the Contractor shall provide the appropriate level of manpower resources to support surge requests thus ensuring that project timelines are met without hindering mission capability.
About Us

Lawelawe Technology Services is an SBA Certified 8(a) Native Hawaiian Owned (NHO) SDB. We provide first-class IT solutions with expertise in application development, health IT, infrastructure management (IM), cyber security, and systems design and engineering. Our team is composed of highly skilled professionals who are passionate about technology and committed to making a difference.

Requirements
  • 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 on call support for emergencies required.
  • Must be a US citizen.
Bonus Points
  • ServiceNow certifications are highly preferred.
  • Experience with additional integrations or enterprise systems.
  • Background in working with government agencies or similar.