Help Desk Specialist

Roles And Responsibilities

• Provides support to users in resolving problems using help desk center tools including Remedy, MECM, VMWare, ESXi and NetApp ONTAP.
• Sustains electronic mail, account creation and maintenance, standard desktop applications, and applications developed by the Government.
• Provides EOC site/local help desk services and acts as the POC for creating, responding to, and resolving end user incidents.
• Coodinates Incident Reports and Service Request resolutions with the proper personnel at the various site locations, while tracking resolutions from initiation to conclusion on behalf of the end user.
• Creates tickets within the Remedy IT Service Management (ITSM) tool.
• Troubleshoots and repairs end user devices.
• Installs and troubleshoots software.
• Re-images hardware.
• Performs shared file access maintenance.
• Maintains accounts.
• Creates tokens.
• Resets CAC/Token pins.
• Maintains local registration authority capabilities.
• Provides information and tracking on IT Projects, ASIs, incidents, and changes that impact customers.
• Ensures incidents are routed and/or escalated to the appropriate support group.
• Escalates tickets to other IT support groups and/or vendor support staff.

Qualifications

• Active DoD TS/SCI clearance.
• DoD 8570 IAT II Certification.
• 6 years experience with a High School Diploma;
• OR 4 years of experience with an AS/AA;
• OR 2 years of experience with a BS/BA.