Tier 3 Help Desk Support Jobs in Silver Spring, MD

ProSidian is a Management and Operations Consulting Services Firm focusing on providing value to clients through tailored solutions based on industry-leading practices. ProSidian services focus on the broad spectrum of Enterprise Service Solutions for Risk Management | Compliance | Business Process | IT Effectiveness | Engineering | Environmental | Sustainability | and Human Capital. We help forward-thinking clients solve problems and improve operations.

Launched by former Big 4 Management Consultants; our multidisciplinary teams bring together the talents of nearly 190 professionals globally to complete a wide variety of engagements for Private Companies, Fortune 1,000 Enterprises, and Government Agencies.  Our solution-centric services are deployed across the enterprise, target drivers of economic profit (growth, margin, and efficiency), and are aligned at the intersections of assets, processes, policies, and people delivering value.

ProSidian clients represent a broad spectrum of industries including but not limited to Aerospace And Telecommunications | Consumer Products, Services, And Retail | Development And Sustainability | DOD/Military | Energy, Resources, & Industrials | Financial Services | Government & Public Services | Information Technology, Media, And Telecommunications | Life Sciences & Health Care | Manufacturing And Operations | Nuclear and Environmental | Professional Services |, etc.  Learn More About ProSidian Consulting at https://www.prosidian.com.

ProSidian Seeks a Help Desk Support Service Specialist - Senior | IT Effectiveness - User Support Help Desk [NPS012017] - DPLH Est.: 2080 Hrs. ST | 0 Hrs. OT on a Exempt [W2] Contract Contingent Basis Engagement Team | Analyst 3 Labor Category - Mid Level Exempt [W2] Professional aligned under services related to NAICS: 541519 - DPLH Est.: 2080 Hrs. ST | 0 Hrs. OT on a Exempt [W2] Contract Contingent Basis located CONUS:  Washington, DC, and Reston, Virginia, and the National Information Systems Center (NISC), located in Denver, Colorado. Across The Mid Atlantic Region supporting NPS is responsible for managing national parks and other sites, providing IT and telecom services through their National Information Technology Center.

Seeking Help Desk Support Service Specialist - Senior candidates with relevant Government And Public Services Sector Experience (functional and technical area expertise also ideal) to support professional services engagement for Government And Public Services Sector Clients such as NPS.  This as a Contract Contingent or Contract W-2 (IRS-1099) Position and ProSidian reserves the right to convert to a Full-Time ProSidian employed W-2 Position.

JOB OVERVIEW

Provide services and support as a Information Technology Center Support (Help Desk Support Service Specialist - Senior) in the Government And Public Services Industry Sector focussing on IT Services Solutions for clients such as The Department of Interior (DOI | NPS) | DOI National Park Service (NPS) Information Resources (IR) Directive Generally Located In CONUS:  Washington, DC, and Reston, Virginia, and the National Information Systems Center (NISC), located in Denver, Colorado. and across the Mid Atlantic Region.

RESPONSIBILITIES AND DUTIES - Help Desk Support Service Specialist - Senior | IT Effectiveness - User Support Help Desk [NPS012017]

Serve as a Help Desk Support Service Specialist - Senior and provide coverage for swim lane tasks primarily considered in alignment with Task 2.4.1 User Support Help Desk related activities to Provide senior-level technical support for complex IT issues, including troubleshooting, diagnosis, and resolution for systems and networks.

Oversee system administration tasks ensuring system availability and efficiency.

Lead Tier 1-3 IT support efforts, providing advanced solutions for user requests and issues.

Assist with complex help desk escalations, providing senior-level technical expertise to maintain system efficiency.

Desired Qualifications For Help Desk Support Service Specialist - Senior | IT Effectiveness - User Support Help Desk [NPS012017] (NPS012017) Candidates:

Provide senior-level technical support for complex IT issues, including troubleshooting, diagnosis, and resolution for systems and networks.

Oversee system administration tasks ensuring system availability and efficiency.

Lead Tier 1-3 IT support efforts, providing advanced solutions for user requests and issues.

Assist with complex help desk escalations, providing senior-level technical expertise to maintain system efficiency.

Education / Experience Requirements / Qualifications

Bachelor's degree in IT or related field, 5+ years of help desk support experience.

Senior-level experience in systems administration and support with certifications in MCSE.

Experience with multi-tiered technical support systems in a federal or state environment.

Senior-level help desk experience with certifications in Microsoft technologies.

Certification Skillset Attributes | Process Skillset Attributes | Functional Skillset Attributes | Technical Skillset Attributes | Educational Skillset Attributes

Help Desk Support Service Specialist - Senior Certification Skillset Attributes:

- CompTIA Security+ or CISSP

- Certified Information Systems Auditor (CISA)

- Microsoft Certified Systems Engineer (MCSE)

- Certified in IT Service Management (ITIL)

- Certified Project Management Professional (PMP)

Help Desk Support Service Specialist - Senior Process Skillset Attributes:

- Best Business Practices

- Change Management

- Documentation and Standard Operating Procedures (SOPs)

Help Desk Support Service Specialist - Senior Functional Skillset Attributes:

- Systems Administration Expertise

- Tier 1, 2, and 3 Technical Support

- Network Infrastructure Management

- Cybersecurity Proficiency

- Disaster Recovery and Business Continuity

Help Desk Support Service Specialist - Senior Technical Skillset Attributes:

- IT Service Management (ITSM)

- Operating System (OS) Support

- High Availability Cluster Multiprocessing (HACMP)

- Telecommunications and Voice/Video Infrastructure

- Performance Analysis Tools

Help Desk Support Service Specialist - Senior Educational Skillset Attributes:

- Bachelor's Degree in IT/Computer Science

- Advanced Certifications

- Project Management Knowledge

Skills Required

Bachelor's degree in Computer Science/IT, 5+ years of relevant experience

Bachelor's degree in IT/related field, 8+ years of experience, and advanced certifications

5+ years of multi-tier technical support experience in government services

Senior-level help desk management experience with relevant certifications

Competencies Required

Technical troubleshooting

Server maintenance

Advanced IT support

Risk management

Ancillary Details Of The Roles

Problem-solving

Project management

Advanced technical skills

Leadership

Federal government experience preferred

On-site and remote roles available

Must meet security clearance requirements

On-site and remote roles available

Must meet security clearance requirements

Must meet security clearance requirements

Other Details

Assist with IT integration

Provide remote support

Document IT policies

Develop disaster recovery plans

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CORE COMPETENCIES

• Teamwork - ability to foster teamwork collaboratively as a participant, and effectively as a team leader
• Leadership - ability to guide and lead colleagues on projects and initiatives
• Business Acumen - understanding and insight into how organizations perform, including business processes, data, systems, and people
• Communication - ability to effectively communicate to stakeholders of all levels orally and in writing
• Motivation - persistent in pursuit of quality and optimal client and company solutions
• Agility - ability to quickly understand and transition between different projects, concepts, initiatives, or work streams
• Judgment - exercises prudence and insight in decision-making process while mindful of other stakeholders and long-term ramifications
• Organization - ability to manage projects and activity, and prioritize tasks

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OTHER REQUIREMENTS

• Business Tools - understanding and proficiency with business tools and technology, including Microsoft Office.  The ideal candidate is advanced with Excel, Access, Outlook, PowerPoint and Word, and proficient with Adobe Acrobat, data analytic tools, and Visio with the ability to quickly learn other tools as necessary.
• Business Tools - understanding and proficiency with business tools and technology, including Microsoft Office.  The ideal candidate is advanced with Excel, Access, Outlook, PowerPoint and Word, and proficient with Adobe Acrobat, data analytic tools, and Visio with the ability to quickly learn other tools as necessary.
• Commitment - to work with smart, interesting people with diverse backgrounds to solve the biggest challenges across private, public and social sectors
• Curiosity - the ideal candidate exhibits an inquisitive nature and the ability to question the status quo among a community of people they enjoy and teams that work well together
• Humility - exhibits grace in success and failure while doing meaningful work where skills have impact and make a difference
• Willingness - to constantly learn, share, and grow and to view the world as their classroom

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BENEFITS AND HIGHLIGHTS

At ProSidian, we invest in our employees to help them stay healthy and achieve work-life balance. Our team members receive a comprehensive benefits package that includes Competitive Compensation, Group Health Insurance Health Benefits, 401(k) Retirement Savings Plan Contributions, Vacation and Paid Time off (PTO) Benefits, Pre-Tax Payment Programs, Purchasing Discounts & Savings Plans, a ProSidian Employee & Contractor Referral Bonus Program, Performance Incentives, etc.  Our comprehensive benefits package includes a medical, dental and vision plan.  Our growing list of benefits currently include the following:

• Competitive Compensation:  Pay range begins in the competitive ranges with full Gold Level (Tier 1) Group Medical Benefits, Pretax Employee Benefit Plan, plus performance incentives
• Group Health Insurance Health Benefits:  Group Health Insurance Including Medical, Dental And Vision Insurance: Contributions are deducted from pay on a Pretax basis - Employee and family coverage is available with employer contribution of 50% of Employee (only) premiums under the Health and Vision Plan through Blue Cross Blue Shield NC (Blue Options Medical Plan Code: PB07840 / Metallic Level: Gold - - bcbsnc.com) and Dental Plan (Ameritas - www.ameritas.com).
• 401(k) Retirement Savings Plan: 401(k) Retirement Savings Plans help you save for your retirement.  Eligible employees can make before-tax contributions to the 401(k) Retirement Savings Plan to help you save for retirement.  Contributions are deducted from pay on a pretax basis.  A wide range of investment options are available with a personal financial planner available to assist you. The Plan is a Safe Harbor 401(k) Retirement Savings Plan.  
• Vacation And Paid Time Off (PTO) Benefits:  The flexibility of Paid Time Off (PTO) lets you set your own priorities. Eligible employees use PTO for vacation, a parent-teacher conference, a doctor's appointment, or any number of events in your life.  Currently these benefits include Vacation/Sick days - 2 weeks | Holidays - 10 Federal Government.
• Pre-Tax Payment Programs:  Pre-Tax Payment Programs currently exist in the form of a Premium Only Plan (POP).  These Plans offer a full Flexible Spending Account (FSA) Plan and a tax benefit for eligible employees.
• Purchasing Discounts & Savings Plans:  We want you to achieve financial success. We offer a Purchasing Discounts & Savings Plan through The ProSidian Corporate Perks Benefit Program - Helping You Do More With Less:  https://ProSidian.CorporatePerks.com.  This provides special discounts for eligible employees on products and services you buy on a daily basis.
• Security Clearance: Due to the nature of our management and operations consulting engagements for Private Companies, Fortune 1,000 Enterprises, and Government Agencies of all sizes; oftentimes there are Security Clearance requirements for Engagement Teams handling sensitive Engagements in the Federal Marketplace.  A Security Clearance is a valued asset in your professional portfolio and adds to your credentials based on past, present, and future work.
• Leverageable Experience and Thought Leadership:  By collaborating with firm leadership, other members of the team, as well as Fellows and collaborating partners in what is a flat organization, you'll make valuable professional connections, interact with clients daily, gain leverageable Experience, and contribute to Thought Leadership while you build a basket of marketable experiences.
• ProSidian Employee & Contractor...