Help Desk Support, Tier II DeskSide Support

Knowesis•Alexandria, VA

23h•Onsite

About The Position

Knowesis is currently seeking an exceptional Help Desk Support Tier II DeskSide Support specialist to join our team and provide invaluable support to the Department of Defense Office of Inspector General (DoD OIG) Information Technology Support Services contract. To be eligible for this position, candidates must have a Secret clearance and possess U.S. Citizenship without the need for sponsorship, both now and in the future. Applicants without proof of U.S. Citizenship will not be considered due to the position's security clearance requirements. The Job Duties and Responsibilities include, but are not limited to the following: Provide Tier II-level Information Technology (IT) support and trouble call resolution for all issues elevated from Tier I support Document incidents using the DoD OIG ticket tracking system and create and publish knowledge base articles when applicable Meet DoD OIG established service level metrics for call response, technical support, and customer service Resolve trouble calls using desk-side support, remote desktop, phone, and through email Respond to requests for network account modifications for account creation, configuration, deletions, and password or Personal Identification Number (PIN) resets Image computer systems for desktops, laptops, tablets, and thin client computers with DoD OIG system images Perform computer re-imaging, assist users with data backup and restore, and install software applications Set up computer systems with external monitors, switch boxes, keyboards, mice, printers, or any other approved external peripherals Assist with the set up of IT in training classrooms and conference rooms as required Perform the manual installation of approved software, software patches, and security updates to client systems when required Perform troubleshooting of incidents and issues on approved software applications, computer systems, printers, scanners, and other approved connected peripherals Monitor logs and automated systems for DoD OIG IT system outages and incidents affecting multiple end users and initiate incident response procedures Complete desktop support requests within five business days upon receipt of the Help Desk ticket Fulfill urgent loaner laptop requests due to repair within one business day upon receipt of the Help Desk ticket for Headquarters personnel Provide urgent extra or spare laptop computers to field office locations within three business days Complete standard loaner laptop and other equipment requests within three business days upon receipt of Help Desk ticket Complete standard approved hardware or software installation within five business days upon receipt of Help Desk ticket Fulfill new equipment approval and issuance within ten business days Complete network account requests (add, modify, delete) within five business days upon receipt of Help Desk ticket Complete data recovery for the workstation within five business days upon receipt of the Help Desk ticket and receipt of the hard drive requiring data recovery Travel may be required within the Continental United States (CONUS) and the National Capital Region (NCR)

Requirements

Minimum 3 to 5 years of experience providing Tier II help desk or deskside support
Experience in troubleshooting and resolving issues escalated from Tier I support
Experience with ticket tracking systems and documenting technical issues
Experience providing deskside support at customer locations, including offices, cubicles, and off-site locations
Experience with computer imaging and deployment of desktop operating systems
Experience performing network account administration tasks, including account creation, modification, and deletion
Experience installing and configuring desktop hardware, including computers, monitors, printers, scanners, and peripherals
Experience with software installation, patch management, and security updates
Experience with data backup and restoration procedures
Experience troubleshooting hardware and software issues on desktop systems, laptops, printers, and peripherals
Experience using remote desktop tools to troubleshoot and resolve technical problems
Strong customer service skills with the ability to communicate technical information to non-technical users
Associate degree or equivalent in Information Technology, Computer Science, or related field, or equivalent combination of education and experience
DoD 8570.01-M Information Assurance (IA) computing environment certifications as approved by agency Information Assurance Workforce Improvement Program (IAWIP) coordinator (such as CompTIA A+, CompTIA Network+, or equivalent)
Active Secret security clearance or ability to obtain one
United States Citizenship required

Nice To Haves

Information Technology Infrastructure Library (ITIL) Foundation certification or higher
Tier II Service Desk certification or equivalent
Experience supporting DoD or federal government customers
Experience with Microsoft Windows operating systems and Microsoft Office applications
Experience with Active Directory account management and Group Policy
Familiarity with Unclassified Internet Protocol Router Network (NIPRNet) and Secret Internet Protocol Router Network (SIPRNet) environments
Experience with Microsoft System Center Configuration Manager (SCCM) or similar imaging tools
CompTIA Security+ or similar security certification
Experience with Virtual Desktop Infrastructure (VDI) and thin client technologies

Responsibilities

Provide Tier II-level Information Technology (IT) support and trouble call resolution for all issues elevated from Tier I support
Document incidents using the DoD OIG ticket tracking system and create and publish knowledge base articles when applicable
Meet DoD OIG established service level metrics for call response, technical support, and customer service
Resolve trouble calls using desk-side support, remote desktop, phone, and through email
Respond to requests for network account modifications for account creation, configuration, deletions, and password or Personal Identification Number (PIN) resets
Image computer systems for desktops, laptops, tablets, and thin client computers with DoD OIG system images
Perform computer re-imaging, assist users with data backup and restore, and install software applications
Set up computer systems with external monitors, switch boxes, keyboards, mice, printers, or any other approved external peripherals
Assist with the set up of IT in training classrooms and conference rooms as required
Perform the manual installation of approved software, software patches, and security updates to client systems when required
Perform troubleshooting of incidents and issues on approved software applications, computer systems, printers, scanners, and other approved connected peripherals
Monitor logs and automated systems for DoD OIG IT system outages and incidents affecting multiple end users and initiate incident response procedures
Complete desktop support requests within five business days upon receipt of the Help Desk ticket
Fulfill urgent loaner laptop requests due to repair within one business day upon receipt of the Help Desk ticket for Headquarters personnel
Provide urgent extra or spare laptop computers to field office locations within three business days
Complete standard loaner laptop and other equipment requests within three business days upon receipt of Help Desk ticket
Complete standard approved hardware or software installation within five business days upon receipt of Help Desk ticket
Fulfill new equipment approval and issuance within ten business days
Complete network account requests (add, modify, delete) within five business days upon receipt of Help Desk ticket
Complete data recovery for the workstation within five business days upon receipt of Help Desk ticket and receipt of the hard drive requiring data recovery
Travel may be required within the Continental United States (CONUS) and the National Capital Region (NCR)

Benefits

Health (Preferred Provider Organization (PPO) & High Deductible Health Plan (HDHP) Insurance
Dental
Vision
Short-Term Disability (STD) & Long-Term Disability (LTD)
Basic Life Insurance
401k Company Match, & Voluntary Products

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