(Walter Reed) Help Desk Technician II

3 Reasons Consulting•Bethesda, MD

9d•Onsite

About The Position

3 Reasons Consulting is seeking a skilled Help Desk Technician II to provide onsite technical support at Walter Reed National Military Medical Center (WRNMMC). The ideal candidate brings strong troubleshooting expertise, customer service excellence, and hands-on experience with Microsoft Operating Systems in a DoD or government setting. In this role, you will help maintain and support WRNMMC’s desktop computing environment to ensure uninterrupted service for both staff and patients. Join us in delivering meaningful IT support in a mission-critical healthcare environment. Services to be performed include, but are not limited to: Provide first-line technical support to end-users via phone, email, and chat. Troubleshoot and resolve software and hardware issues, escalating to Tier III or the Global Service Center (GSC) as needed. Gain technical expertise in specific systems to support customer operations. Maintain and repair PCs, laptops, printers, and peripherals. Manage support tickets through ServiceNow and respond within SLA requirements. Maintain SOPs and service catalogs for installations, configurations, and troubleshooting procedures. Track and maintain government asset inventory accurately. Provide user feedback to improve the IT environment and enhance customer satisfaction. Adhere to WRNMMC’s training requirements and facility protocols. Collaborate with team leads and participate in team functions. Train, orient, and assist in evaluating new staff. Ensure workspace cleanliness and follow infection control standards. Gain proficiency with systems such as ServiceNow, DMHRSi, and clinical and business applications. Maintain DMHRSi access and complete bi-weekly workload documentation.

Requirements

Bachelor’s degree preferred or equivalent technical experience.
Minimum of four (4) years of technical support experience, including work in Microsoft environments.
Strong understanding of Microsoft Operating Systems in DoD or government settings.
Proven skills in hardware and software troubleshooting in high-pressure environments.
Demonstrated ability to deliver excellent customer service.
DoD 8570 IAT Level II Certification.
Security+ CE.
Active Secret Security Clearance (Required)

Responsibilities

Provide first-line technical support to end-users via phone, email, and chat.
Troubleshoot and resolve software and hardware issues, escalating to Tier III or the Global Service Center (GSC) as needed.
Gain technical expertise in specific systems to support customer operations.
Maintain and repair PCs, laptops, printers, and peripherals.
Manage support tickets through ServiceNow and respond within SLA requirements.
Maintain SOPs and service catalogs for installations, configurations, and troubleshooting procedures.
Track and maintain government asset inventory accurately.
Provide user feedback to improve the IT environment and enhance customer satisfaction.
Adhere to WRNMMC’s training requirements and facility protocols.
Collaborate with team leads and participate in team functions.
Train, orient, and assist in evaluating new staff.
Ensure workspace cleanliness and follow infection control standards.
Gain proficiency with systems such as ServiceNow, DMHRSi, and clinical and business applications.
Maintain DMHRSi access and complete bi-weekly workload documentation.