Help Desk Specialist II

14 hours ago

Washington, Washington, D.C., United States NuAxis Innovations Full time
Job Summary:
We are seeking a skilled Help Desk Specialist II to provide technical support to our customers. The ideal candidate will possess expertise in multiple complex work assignments and be able to apply originality and innovation in determining how to accomplish tasks.

The Help Desk Specialist II must meet contract Service Level Agreements (SLAs) for incident Response, Update, Handoff, and Resolution times.

The successful candidate will follow published Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs), but may also be called to perform additional activities, developing methodology and presenting solutions to problems.

Key responsibilities include providing onsite desk-side and remote technical support, intercepting and managing customer IT service requests, and logging service tickets for every customer interaction.

The Help Desk Specialist II will also provide infrastructure monitoring and critical events management support for MEMC, proactively identifying and escalating issues within WMATA's environments using existing processes and suite of enterprise monitoring tools.

Strong server and data communications background is a must, as well as the ability to troubleshoot and triage service requests face to face and/or via remote access.

The successful candidate will also support WMATA's PC Refresh Program, which includes replacing old computers with new computers provided by WMATA, migrating data and settings from old computers to new computers, and scheduling appointments with respective customers.

Additional responsibilities include supporting computer and peripheral moves for customers moving offices or cubicles to new locations, providing special services such as on-site moves, Endpoint hardware setup and support, and projector support and installation, site and station manager kiosk support, and performing endpoint device imaging.

The Help Desk Specialist II will also respond to tickets assigned by Tier 1, ensuring all assigned tickets are updated and moving towards a successful resolution in a manner that meets or exceeds SLAs.

Documents, tracks, and monitors tickets to ensure a timely resolution, and provides second-tier support to users' applications or hardware issues.

Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem, and simulates or recreates user problems to resolve operating difficulties.

Recommends systems modifications to reduce user problems, and performs Moves, Adds and Changes (MAC).

Travel is required, up to 50%, and the selectee may be required to drive their personal vehicle to various nearby government locations to provide on-site support.

Education/Certification:

Required: Microsoft Office Specialist certification for Office 2007 or later, and one of the following: ITIL v3 Foundations, Help Desk Institute's HDA, CSR, or other IT industry certification.

Knowledge Requirements:

Microsoft network or enterprise support, Active Directory, Microsoft Office 2010, Office 2013, Office 365, Blackberry, MaaS360, NetIQ Directory Resource Administrator (DRA), Systems Center Configuration Manager (SCCM), Cisco AnyConnect, Citrix XenDesktop, Junos Pulse, NetScreen VPN, and BMC Remedy 7.5 or 8.1 employing Incident Management (IM), Knowledge Repository (KR), Service Request (SR), Problem Management (PM), and Service Level (SL) modules.

Experience:

At least 2 years of current experience in participating in a desk-side support environment.

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