Help Desk Technician II with Security Clearance

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Job description

3 Reasons Consulting is looking for a qualified Help Desk Technician to provide onsite support at Walter Reed National Military Medical Center, in Bethesda, MD. We're seeking a customer service and support specialist with a working knowledge of the current desktop Microsoft Operating System and other software commonly utilized, to provide day-to-day management and support of the WRNMMC desktop computing environment. Duties include, but are not limited to: Answers questions, analyzes problems, and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.
Resolves computer software and hardware problems for users.
Acts as a contact for users having problems using computer software, hardware, and operating systems.
Acts as the escalation path to resolve moderate to highly complex technical issues.
Specializes in certain aspects of technologies to assist the customer base.
Provides support for call overflow during peak time or reduced staff during peak hours.
Performs more varied and difficult tasks, typically issues escalated from Tier I support. Responsibilities: Serves as the first contact with customers who need technical assistance throughout WRNMMC.
Performs troubleshooting PCs, Laptops, Printers, and other devices using different diagnostic techniques.
Provide quick resolution and excellent customer service per the established SLAs.
Redirects unresolved issues to Tier III technicians or escalates to GSC for next level support.
Utilizes ServiceNow to manage ticket counts and respond to users.
Maintains SOPs and service catalog on installation of software, configuration of hardware, and problem troubleshooting, establishing a timeline and protocol for harder-to-solve problems.
Obtains feedback and suggestions for workspace development.
Establishes timelines and protocols for harder-to-solve problems.
Maintain an accurate and complete Government asset inventory.
May be assigned to unblock CACs
May be assigned Entitlement Manager duties.
Responsible for maintaining an accurate and complete Government asset inventory.
Other duties as assigned. Additional Tasks and Responsibilities: Ensures compliance with command training and other employment requirements in accordance with all established policies, procedures, and guidelines used in the MTF.
Completes orientation and competency verification programs in accordance with departmental guidelines.
Reports to Team Lead(s) and Branch Chief.
Takes direction from team leads as required in maintaining a safe environment for the staff and patient(s).
When assigned, will serve and participate in functions and other meetings. Provides relevant and timely information and assists with decision-making and process improvement.
As required, participate in customer service initiatives and activities
When required, participate in the orientation, training, and evaluation of duty performance of newly assigned personnel, as appropriate.
Promote patient and staff safety through adherence to accepted safety through adherence to accepted safety and infection control standards/
Maintain a clean, safe, orderly, working environment.
Perform other duties as assigned to include temporary assignment to other work units as needed.
Once provided with "hands-on" experience, demonstrate working knowledge, and use of computerized systems, including Service Now, DMHRSi, and any clinical or business systems as needed.
Obtain, maintain access to DMHRSi program and complete bi-weekly DMHRSi workload documentation. Qualifications: Bachelor's degree or equivalent
Equivalent experience will be considered in place of degree
Four (4) years of related experience
IAT II Level Certification
Security+ CE
Current working experience with desktop Microsoft Operating System and other software being utilized within DoD or Government offices
At least four (4) years of experience in troubleshooting and repairing both hardware and software-related issues
Complex and progressive experience in a Microsoft computer support environment with experience in a Microsoft customer service and support environment in a large critical environment.
Experienced in workstation maintenance and support.
Experienced in troubleshooting and repairing the standard set of peripherals for a workstation in an enterprise medical environment.
Ability to demonstrate high standards of customer support and produce high customer satisfaction Work Eligibility: Must have an active Secret security clearance Company Paid Standard Benefits: Short/Long Term Disability
Basic Life Insurance
Direct Payroll Deposit
Leave Accrual
Holidays
401(k) Match Employee / Company Shared Benefits: Additional (Voluntary) Life Insurance
401(k)
Medical Coverage
Dental Coverage
Vision Care Plan
Flexible Spending Account Plan

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