Help Desk Specialist - Tier 3

Job Type

Full-time

Description

Incident Management:

Ensure that any technical issues (incidents) reported by end-users are logged, tracked, and resolved as quickly as possible. Minimize downtime and disruptions by quickly identifying, addressing, and resolving issues.

• Log and categorize incidents.
• Prioritize incidents based on severity and impact.
• Assign incidents to the appropriate support tier or specialist.
• Keep end-users informed about the progress of their issue.
• Analyze and diagnose complex technical problems.
• Resolve incidents and provide solutions or workarounds.
• Perform root cause analysis (RCA) for recurring issues or significant disruptions.
• Collaborate with other IT teams to address underlying problems, not just symptoms.
• Escalate to Tier 3 Networks, Systems or Cyber Analyst when necessary.

Request Fulfillment:

Manage and fulfill end-user requests related to IT services or resources. Provide smooth experience for end-users by efficiently fulfilling their requests and improving productivity.

• Handle a variety of service requests like password resets, application/software. installations, RSA token administration, and access permissions.
• Execute Installs/Moves/Adds/Changes (IMAC) of desktops/workstations/printers.
• Troubleshoot and resolve printer/scanner issues for local and remote end-users.
• Ensure requests are fulfilled in a timely manner and to the satisfaction of the end-user.

System Administration/Technical Support:

Ensure the proper configuration, maintenance, and optimization of IT systems, networks, and end-user devices, providing seamless support to end-users by resolving technical issues, managing system updates, and ensuring system security and performance.

• Facilitate account creations and account deactivations within Active Directory.
• Monitor system performance.
• Implement security patches and updates.
• Support backup and recovery procedures.
• Tool Monitoring Including but not limited to GEMOne, SCOM, MECM, ISE, Splunk dashboard, RiverBed, and others.
• Provide advanced troubleshooting of hardware, software, and network issues.
• Handle system and network configuration problems.
• VTC Codec issues, setup and troubleshooting.
• Provide desktop support for local (onsite) end-users to include but not limited to: workstation setup, hardware issues, desktop configuration issues and other end-user facing IT related issues/tasks.
• Remote Support for Desktop and Thin Client End-users.

Knowledge Management:

Organize, store, and share knowledge to improve efficiency and empower both, help desk agents and end-users. Improve first-contact resolution and reduce the volume of recurring issues by sharing knowledge.

• Create and maintain a knowledge base of solutions to common problems.
• Create and maintain technical documentation (guides, tech sheets, SOPs).
• Update articles and documentation to ensure they reflect current systems and practices.
• Provide end-users with self-service options (e.g., FAQs, troubleshooting guides).
• Ensure support staff have access to up-to-date information to resolve issues quickly.

Communication:

Foster clear and effective communication between help desk teams and end-users. Build trust with end-users by maintaining transparency and providing clear communication throughout the support process.

• Provide regular updates to end-users on the status of their issues.
• Communicate technical information in a way that is understandable for non-technical end-users.
• Manage end-user expectations regarding response and resolution times.
• Utilize multiple channels (e.g., phone, email, chat, ticketing system) to interact with end-users.

End-user Support & Training:

Provide ongoing support and guidance to end-users to improve their experience with IT systems and services. Empower end-users with the knowledge and tools they need to be more self-sufficient and reduce the number of support requests.

• Offer training on new software, tools, or processes.
• Proactively educating end-users on best practices to avoid common issues.
• Provide personalized support for unique end-user needs.

Non-Negotiable Requirements:

1. Top Secret with investigation current within the last 5 years

2. On-site, no remote

Requirements

A notification to prospective applicants that reviews, and tests for the absence of any illegal drug as defined in 10 CFR 707.4, will be conducted by the employer and a background investigation by the Federal government may be required to obtain an access authorization prior to employment, and that subsequent reinvestigations may be required. If the position is covered by the Counterintelligence Evaluation Program regulations at 10 CFR part 709, the announcement should also alert applicants that successful completion of a counterintelligence evaluation may include a counterintelligence-scope polygraph examination.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.