Help Desk Support Specialist

This is an On-Site position

Position summary:

The representative will be part of a team responsible for providing IT support at designated Government facilities. This includes service delivery, physical dispatch for break/fix hardware repairs, IT equipment deployment & lifecycle management, peripheral configuration, physical cable management, IT peripheral and hardware asset management, end-user support such as conference room dial-in assistance, and localized troubleshooting that cannot be resolved via remote Service Desk tools.

Essential Duties and Responsibilities:

Job duties include the following: (Other duties may be assigned.)

• Provides IT support to CNIC end-users via phone, email, onsite or through tickets submitted through a ticketing tracking system (ITSM).
• Ensure all on-site support actions are fully documented within the Government designated IT Service Management (ITSM) ticketing system.
• Provide physical, on-site Deskside Support at designated Government facilities for IT Incidents and service requests that cannot be resolved remotely by the Enterprise Service Desk.
• Perform Incident Resolution and Break/Fix.
• Execute Move, Add, Change (MAC) requests.
• Create and execute Work Orders.
• Perform asset management and inventory control.
• Perform VIP / Executive Support.
• Perform Lifecycle Management functions (tech refresh).
• Creates processes for responding to customer inquiries.
• Troubleshoot errors and take prompt, appropriate action on customer complaints.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience: HS and 6 years of direct work experience with the use of information technology to develop and/or integrate complex data. Familiar with leadership of teams to accomplish Enterprise goals.

Security Clearance: A favorable T3 (Formerly NACLC) background investigation required. Employee must maintain eligibility throughout employment. Active Security Clearance Preferred.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience: HS and 6 years of direct work experience with the use of information technology to develop and/or integrate complex data. Familiar with leadership of teams to accomplish Enterprise goals.

Certificates/Security Clearances/Other
Security Clearance: A favorable T3 (Formerly NACLC) background investigation required. Employee must maintain eligibility throughout employment. Active Security Clearance Preferred.