Help Desk Specialist Intermediate Location: Washington D.C. ****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, D.C.
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 customer s 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 customer s 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. Minimum Qualifications: * Bachelor s Degree in Information Systems, Business, Communications, or related field is preferred * Must possess at least four (4) years of Help Desk experience * Active Secret Clearance Required * 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. 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 * Position may require moderate 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. * Participate in rotational On-Call service which provides after-hour support to high-priority tickets. 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.
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