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Help Desk Technician II with Security Clearance - Bethesda Maryland
Company: 3 Reasons Consulting, LLC Location: Bethesda, Maryland
Posted On: 05/02/2024
3 Reasons Consulting is looking for a qualified Help Desk Technician to provide onsite support at Walter Reed National Military Medical Center, in Bethesda, MDWe'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 environmentDuties 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 supportResponsibilities: *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 assignedAdditional 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 documentationQualifications: *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 More...
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