Helpdesk Support Specialist III

Responsibilities

• Provide local area network support for any desktop related problems, to include, but not limited to installation of software and service requests for assets located on the unclassified and classified network.
• Develop and implement an incident control process which shall include problem recognition, research, isolation, resolution, and follow-up steps as defined in the ITIL version 4 framework established guidelines for the Information Technology Service Management (ITSM) discipline for managing information technology (IT) systems.
• Identify, research, and resolve technical problems related to the user workstations, software and other related user equipment, such as Microsoft Intune Admin, Active Directory Admin, Microsoft O365 Exchange Admin, and Cisco Call Manager.
• Provide Tier II support to end users for either PC, server, hardware, and mobile applications.
• Install, configure and image computers with the latest Client provided image.
• Support up to 100 global Top-Secret users.
• Provide support and assist with the Continuity of Operations Plans (COOP).
• Respond to service requests via Remedy, telephone calls, email, and direct personnel requests for technical support.
• Document, track, and monitor problems to ensure a timely resolution as defined in the ITIL version 4 framework established Guidelines for the Information Technology Service Management (ITSM) discipline for managing information technology (IT) systems, and in accordance with required response times.
• Interact with network services, software systems engineering, and applications development to restore service and identify and correct core problem.
• Recommend systems modifications to reduce user problems.
• Interact with Government Intelligence Activity network services, software systems engineering, and applications development to restore service and identify and correct core problems.
• Experience with Mobile Devices, iPhones and Samsung configuration.
• Maintain and test network file servers and network printers.
• Utilize software and hardware tools and identify and diagnose complex problems and factors affecting network performance.

Qualifications

• 3+ Years of Desktop Support Experience
• Experience with Windows 11 installation and troubleshooting
• Experience with imaging devices
• Experience with Win11 desktop support
• Compliant with DoD 8570.01-M IAT level II – GSEC, Security+, SCNP, or CCNA-Security Professional series Certification within the product groups technology scope (e.g. MCA)