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Help Desk Specialist - Intermediate - Washington, DC

1Prospect Washington ,DC
  • Posted: June 25, 2020
  • Full-Time

Help Desk Specialist Intermediate - Washington, DC

Location

Washington, DC

Job Code

1519

of openings

1

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Help Desk Specialist Intermediate

Location: Washington, DC

This position requires an Active Secret Clearance

FLSA Classification: Exempt - Salaried

Employment Class: Full Time Regular

Position Summary:

1Prospect Technologies, LLC is actively recruiting for a qualified Help Desk Specialist - Intermediate who will provide Tier 1 & 2 support to customers when they experience any procedural or operating difficulty with the use of IT applications, products or services in support of Medical Communication Infrastructure Technical Support Services to Ft. Belvoir Community Hospital (FBCH) ancillary clinic, the DiLorenzo Tricare Health Clinic located at The Pentagon, Washington, DC.

*This is classified as an ESSENTIAL POSITON and YOU will be required to work onsite . *

Essential Duties & Responsibilities:

  • Troubleshoot and solve common issues, including but not limited to network, VPN, email, Active Directory, network, LAN, VLAN, Microsoft platforms, and common hardware (Dell, Lenovo, and HP), etc. using physical and logical diagnostic tools.

  • Record required customer and problem information into the Remedy Trouble Ticketing System. Updates tickets with appropriate journal entries of activities and closes tickets with resolution entered upon completion of the job.

  • Resolve tickets for customers, or route to appropriate team for processing

  • Perform IM/IT in-processing and out-processing ensuring all paperwork is completed correctly and attached to the Remedy ticket

  • Perform CAC PIN resets and unblock customers CACs

  • Work within and between diverse technical teams knowledgeably and capably to resolve large-scale issues.

  • Tie in knowledge and past experiences in solving problems that arise on the job particularly those relating to Active Directory (Account Management, Organizational Units, Mailbox Management, Exchange features), Network, LAN, and VLAN (troubleshooting and setting up printers on network, identifying network versus local based issues).

  • Support incident, problem, and request management processes leveraging ITIL service framework with best-business practices.

  • Provide quality customer service to all customers

  • Handle customer interactions with diplomacy and tact, gauging the customers technical ability and communicating with them in appropriate technical or non-technical language to resolve the issues

  • Work independently on special projects as assigned

  • Participate in rotational On-Call service which provides after-hour support to high-priority tickets.

  • Other duties as assigned.

Education & Experience Requirements:

  • Bachelors Degree in Information Systems, business, Communications or related field is preferred

  • Must possess at least two (2) years of Help Desk experience

  • Must possess required certifications per DoD 8570.01-M IAT Level I for privileged level access (see https://public.cyber.mil/cw/cwmp/dod-approved-8570-baseline-certifications/)

  • Must possess, or obtain within 90 days of employment, an approved Computing Environment certification relevant to job duties, such as Microsoft Windows 10, Microsoft Windows Server, CompTIA Network+ CE, CompTIA A+ CE, etc.

  • Active Secret Clearance Required

Knowledge, Skills & Abilities:

  • Must have demonstrated incident, problem, and request management processes leveraging the Information Technology Infrastructure Library (ITIL) service framework and best practices.

  • Must have demonstrated experience with managing a ticketing system (Remedy)

  • Self-motivated, detail-oriented and organized.

  • Ability to read, write, speak and understand English fluently.

  • Experience working in Healthcare environment is preferred

  • Awareness of Governance methodologies commonly governing DoD organizations

Working Conditions/Working Environment/Physical Demands:

  • Services provided at government facility

  • Pentagon parking is not available.

  • Position may require minimal local travel

  • Lift and/or carry 5-50 lbs, climb, and push/pull carts

  • Duties are subject to change based on the needs of the government customer

  • Works under the general supervision of the Help Desk Manager.

  • Business Hours are Monday Friday 0700 - 1600

  • Participate in rotational On-Call service which provides after-hour support to high-priority tickets.

* THIS IS AN ESSENTIAL POSITION AND YOU WILL BE REQUIRED TO WORK ONSITE. TELEWORK MAY OR MAY NOT BE AVAILABLE .*

1Prospect Technologies, LLC is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation gender identity, marital status, national origin, age, veteran status, disability or any other protected class.

1Prospect

Address

Washington, DC
20022 USA

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