Help Desk Specialist

Athenix Solutions Group is looking for multiple Help Desk Specialists for a large program in the Annapolis Junction, MD area. The Help Desk Specialist will provide 24x7 Help Desk support as defined by first response/Tier 1/Level 1 support. They will provide phone and in-person support to users in the areas of e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications. This individual will serve as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems.

Responsibilities:

• Utilize work aids to resolve tickets at lowest level of support
• Receive, triage and route tickets to Tier 2 Help Desk according
• Compile and organize data for monthly status reports
• Develop an understanding of the numerous process flows to other IT systems, create and maintain user accounts
• Create Help Desk tickets in the designated ticket tracking system, provide an initial acknowledgement to the end user validating receipt of the ticket
• Assist users with account creation, accessing and using IT systems
• Update Standard Operating Procedures documents to adapt to new system functionality or configuration changes
• Analyze, log and track issue and problem tickets related to Intelink application
• Provide trend analysis and metrics to the Government based on gather data and monthly status reports
• Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
• Provide daily written and oral communications, make recommendations for improving documentation
• Attend weekly meeting to apprise the Government on the status of tickets and any issues/problems with resolving tickets
• Update and maintain the Help Desk Handbook to stay consistent with current processes and procedures
• Provide recommendations to the Government on issues/problems identified and reported in trend analysis
• Provides daily supervision and direction to Help Desk staff that are responsible for phone and in-person support to users, including e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS application