Help Desk Specialist II
14 hours ago
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.
-
Help Desk Specialist
3 weeks ago
Washington, Washington, D.C., United States RightDirection Technology Solutions Full timeJob Title: Help Desk Tier II Desktop SpecialistCompany: RightDirection Technology Solutions LLCDescription:The Help Desk Tier II Desktop Specialist will provide technical support to the HR Help Desk at the U.S. Department of State in Washington, D.C. This is a full-time, on-site position with standard office hours. The successful candidate will be...
-
Help Desk Specialist
2 weeks ago
Washington, Washington, D.C., United States SAIC Full timeJob Title: Help Desk SpecialistWe are seeking a skilled and experienced Help Desk Specialist to provide technical support to our users. The ideal candidate will have a strong background in IT service delivery and be able to troubleshoot complex technical issues.Key Responsibilities:Provide Tier II help desk support to users unable to resolve technical...
-
Help Desk Specialist
2 days ago
Washington, Washington, D.C., United States Computer World Services Full timeJob Title: Help Desk SpecialistComputer World Services Corp (CWS) is seeking a skilled Help Desk Specialist to join our team. As a Help Desk Specialist, you will be responsible for providing technical support to our clients and resolving technical issues in a timely and efficient manner.Key Responsibilities:Answer and triage all requests, resolve all...
-
Help Desk Specialist
3 weeks ago
Washington, Washington, D.C., United States SAIC Full timeJob SummaryWe are seeking a skilled and experienced Help Desk Specialist to provide technical support to our users. The ideal candidate will have a strong background in IT service delivery and be able to troubleshoot complex technical issues.Key ResponsibilitiesProvide Tier II help desk support to users unable to resolve technical issuesAcquire and maintain...
-
Help Desk Specialist II
2 days ago
Washington, Washington, D.C., United States NuAxis Innovations Full timeJob Summary:The Service Desk Specialist is a critical role that requires expertise in multiple complex work assignments. The ideal candidate will possess strong analytical and problem-solving skills, with the ability to apply originality and innovation in determining how to accomplish tasks. The Service Desk Specialist is responsible for meeting contract...
-
Help Desk Specialist
4 weeks ago
Washington, Washington, D.C., United States JASINT Full timeJob Title: Help Desk SpecialistJob Summary:We are seeking a highly skilled Help Desk Specialist to join our team at JASINT. As a Help Desk Specialist, you will be responsible for providing top-notch technical support to our customers, resolving issues efficiently, and ensuring a positive experience for our users.Key Responsibilities:Triage new Help Desk...
-
Help Desk Specialist
3 weeks ago
Washington, Washington, D.C., United States Marathon TS Full timeJob Title: Help Desk SpecialistWe are seeking a highly skilled Help Desk Specialist to join our team at Marathon TS. As a Help Desk Specialist, you will be responsible for providing technical support to our clients and ensuring that their IT needs are met.Key Responsibilities:Provide technical support to clients via phone, email, and chatTroubleshoot and...
-
Help Desk Specialist
3 weeks ago
Washington, Washington, D.C., United States Global TechPro Full timeJob Title: Help Desk SpecialistWe are seeking a dedicated and skilled Help Desk Specialist to provide technical assistance and support to users of the ARTIS system. This role involves troubleshooting user issues, assisting with system access, and ensuring seamless operation of the ARTIS application.Key Responsibilities:Provide Tier 1 and Tier 2 technical...
-
Help Desk Specialist
6 days ago
Washington, Washington, D.C., United States IntePros Federal Full timeJob Title: Help Desk SpecialistWe are seeking a highly motivated and detail-oriented Help Desk Specialist to join our team at IntePros Federal. As a Help Desk Specialist, you will be responsible for providing technical support to our clients, resolving their technical issues, and ensuring that their systems are running smoothly.Responsibilities:Provide...
-
Help Desk Support Specialist
4 weeks ago
Washington, Washington, D.C., United States SAIC Full timeJob SummaryWe are seeking an experienced and motivated Help Desk Support Specialist to provide technical support to users with complex IT issues.Key ResponsibilitiesProvide Tier II help desk support to users unable to resolve technical issues at the Tier 1 level.Develop creative solutions to customer problems to ensure customer satisfaction and...
-
Help Desk Specialist
19 hours ago
Washington, Washington, D.C., United States RightDirection Technology Solutions LLC Full timeJob Title: Help Desk Tier I SpecialistRightDirection Technology Solutions LLC is seeking a skilled Help Desk Tier I Specialist to join our team in Washington, D.C. This full-time position offers a standard work week and hours, with a hybrid schedule that includes one week per month working onsite in D.C.Job Summary:We are looking for a highly motivated and...
-
Help Desk Specialist
6 days ago
Washington, Washington, D.C., United States ProSphere Tek Full timeJob Title: Help Desk SpecialistProSphere Tek is seeking a skilled Help Desk Specialist to join our team. As a Help Desk Specialist, you will be responsible for providing technical support to our customers, troubleshooting issues, and resolving problems in a timely and efficient manner.Key Responsibilities:Manage user accounts, applications, and asset...
-
Help Desk Support Specialist
3 weeks ago
Washington, Washington, D.C., United States SAIC Full timeJob SummaryWe are seeking an experienced and motivated Help Desk Support Specialist to provide technical support to users with complex IT issues.Key ResponsibilitiesProvide Tier II help desk support to users unable to resolve technical issues at the Tier 1 level.Offer creative solutions to customer problems to ensure customer satisfaction and...
-
Help Desk Specialist
4 weeks ago
Washington, Washington, D.C., United States AHU Technologies Inc Full timeJob SummaryWe are seeking a skilled Help Desk Specialist to join our team at AHU Technologies Inc. As a Help Desk Specialist, you will be responsible for providing technical support to end-users, troubleshooting and resolving technical issues, and ensuring a timely resolution to problems.Key ResponsibilitiesTechnical Support: Provide technical support to...
-
Help Desk Support Specialist
3 weeks ago
Washington, Washington, D.C., United States Highlight Technologies Full timeJob Title: Help Desk Technician Tier 2Highlight Technologies is seeking skilled and dedicated Tier 2 Help Desk technicians to provide technical support to a 24 x 7 x 365 center for the Small Business Administration (SBA) IT service center.Responsibilities:Receive and resolve Level II technical issues related to software, hardware, and network...
-
Help Desk Specialist
1 day ago
Washington, Washington, D.C., United States ProSphere Tek Full time{"Job Title": "Help Desk Specialist", "Job Description": "Job SummaryWe are seeking a highly skilled Help Desk Specialist to join our team. The successful candidate will provide technical support and assistance to our customers, ensuring timely and accurate resolution of issues.Key ResponsibilitiesManage user accounts, applications, and ticketing...
-
Help Desk Specialist
3 weeks ago
Washington, Washington, D.C., United States General Dynamics Information Technology Full timeJob Summary:We are seeking a highly skilled Help Desk Specialist to join our team at General Dynamics Information Technology. As a Help Desk Specialist, you will provide technical support and customer service to our clients, utilizing your expertise in troubleshooting and resolving technical issues.Key Responsibilities:Provide user support and customer...
-
Help Desk Support Specialist
19 hours ago
Washington, Washington, D.C., United States Bart & Associates Full timeBart & Associates is seeking a Help Desk Specialist to support a federal government contract.This role offers the opportunity to work with a great team while contributing to a significant mission.Responsibilities include providing technical support, resolving issues, and ensuring seamless service delivery.As a Help Desk Specialist, you will be the primary...
-
Tier II Service Desk Specialist
3 weeks ago
Washington, Washington, D.C., United States NuAxis Innovations Full timeWe are a federal IT company on a mission to make customer experience (CX) the center of every government solution.Our team of technologists has always gone the extra mile to help our federal clients succeed.However, we saw a growing disconnect in how federal IT initiatives were built and managed.Time after time, programs failed because the focus was on the...
-
Help Desk Technical Support Specialist
4 weeks ago
Washington, Washington, D.C., United States Prolim Global Full timeJob Title: Help Desk Technical Support SpecialistWe are seeking a skilled Help Desk Technical Support Specialist to join our team at Prolim Global. As a Help Desk Technical Support Specialist, you will be responsible for resolving technical problems and answering queries by telephone in support of internal and/or outside customer computer hardware, software,...