Senior Help Desk Personnel

EKASYS INC•Herndon, VA

1d•Onsite

About The Position

We are seeking a qualified and dependable Senior Help Desk professional to support end users and mission systems in a dynamic federal environment. This role is intended for an experienced practitioner who can work independently, collaborate effectively with technical and non-technical stakeholders, and provide timely, high-quality support across the supported environment. Personnel performing this work must maintain professional competence in their area of specialization, demonstrate proven expertise in the requested services. Support Scope: Provide Tier 1helpdesk support for workstations, peripheral equipment, desk-side support services, system maintenance activities, and LAN-related end-user support. Support the following technologies and services: Windows and macOS laptops and desktops; Microsoft Office; Google Workspace; Adobe Acrobat; networked printers, copiers, scanners, and individual desk-side printers; Avaya Voicemail; GitHub; asset management; Apple iOS and Samsung Android phones; tablets; and anyadditionalsoftware or technologyprocured. Supportfederalagency’smission support systems including Knowledge Store, Arbitration Workstation, Beyond Trust, PACS/CCure, KnowBe4, Own Backup, Verizon Wireless, Ivanti Neurons/MobileIron, and the Mediation Case Management System. Support required tools and security utilities including Burp Suite, certificates, CrowdStrike, JAWS, Logs Explorer, Qualys, Uptime, WinZip, YubiKey, Lookout for Mobile Threat Defense, and comparable support tools used by the customer environment.

Requirements

Degree in Computer Science, Information Systems, Software Engineering, oranotherrelated analytical, scientific, or technical discipline.
Minimum of five (5) years of continuous experience performing help desk support duties.
Documented experience across the supported systems, platforms, devices, and mission support applications used in thesupportedenvironment, including the hardware, software, mobile, remote support, security, and network-adjacent tools listed above.
Experience with user access support, operating system imaging, STIG-aligned configuration management, Standard Operating Environment documentation, software patching and upgrades, ticket logging, weekly status reporting, remote support for telecommuting users, and single-point-of-contact escalation workflows.
Ability to work independently and collaborate effectively with application developers, engineers, and other stakeholders.
Motivated, results-oriented work style and effective written and oral communication skills.
Ability to successfully complete a background check before being granted system access.

Nice To Haves

BS/BA in a related field highly preferred.
CompTIA A+ certificationhighlypreferred.
Google IT Support Professional Certificationhighlypreferred.
ITIL certificationhighlypreferred.
Prior experience supporting federal or other regulated environments preferred.
Familiarity with structured service delivery processes, incident management, and end-user support best practices preferred.

Responsibilities

Respond to, troubleshoot, and resolve hardware, software, account, access, device, and system issuesin a timely mannerwhile minimizing user downtime and disruption to mission activities.
Provide basic configuration and accessassistance, including setup and support for email accounts, user IDs and passwords, calendars, access credentials, and data encryption.
Perform application support and standard configuration management for supported devices and operating environments, including operating system imaging and compliance with established configuration baselines such as DISA STIGs.
Maintain and document the Standard Operating Environment; perform software patching and upgrades; and deliver real-time online support for remote users using LogMeIn or any approved successor tool.
Provide configuration and support for the LANfirewall, routers supporting wireless connectivity, network devices, and scanning functionality for network copiers when those platforms affect end-user service delivery.
Maintain a detailed log of all service requests and resolutions in the designated system andsubmita concise, consistent weekly status report to the COR each Monday by 5:00 PM ET covering accomplishments, planned work, issues and risks, key metrics, resource status, and related action items.
Serve as, or support, the single point of contact for end-user support functions; coordinate escalations with internal teams and third-party service providers; andfacilitateissue routing between the Network Infrastructure and Electronic Voting System help desks whenrequired.
Support efficient service delivery through quick problem resolution, continuous process improvement, best-practice adoption, flexibility in response to changing priorities, partnering with stakeholders, and identification of cost-saving or cost-avoidance opportunities.
Perform annual reviews of IT hardware and software and follow established hardware and softwareissueand return processes.
Support a seamless transition from the incumbent to the new awardee with no lapse in service and be fully prepared to begin performance on the contract start date.