Help Desk Support Specialist

On-site IT Help Desk Support Specialist role supporting CNIC end-users at designated Government facilities in Washington, DC.

Responsibilities

• Provide IT support to CNIC end-users via phone, email, onsite, or through tickets submitted in the ITSM ticketing tracking system
• Document all onsite support actions in the Government designated ITSM ticketing system
• Deliver physical deskside support at designated Government facilities for incidents and service requests that cannot be resolved remotely by the Enterprise Service Desk
• Perform Incident Resolution and Break/Fix support
• Execute Move, Add, Change (MAC) requests
• Create and execute work orders
• Support asset management and inventory control
• Provide VIP/Executive Support
• Perform Lifecycle Management tasks, including tech refresh
• Create processes for responding to customer inquiries
• Troubleshoot errors and take prompt, appropriate action on customer complaints

Requirements

• Education: High School (HS)
• Experience: 6 years of direct work experience using information technology to develop and/or integrate complex data
• Technical documentation: Ability to understand written sentences and paragraphs in work-related documents
• Problem-solving: Apply critical thinking and troubleshooting to determine causes of operating errors and decide on next actions
• Communication:
  • Active listening to understand issues and ask appropriate questions
  • Speaking skills to convey information effectively
  • Written expression and comprehension to communicate and interpret information in writing
  • Clear speech for understandable communication
• Time management to manage personal workload effectively
• Monitoring to assess performance and support corrective action or improvements
• Instructing capability to teach others how to perform tasks
• Leadership: Familiar with leadership of teams to accomplish Enterprise goals
• Background check: Favorable T3 (Formerly NACLC) background investigation required
• Eligibility: Must maintain eligibility throughout employment
• Security: Active Security Clearance Preferred

Technologies

• ITSM
• Ticketing tracking system

Skills

• Reading Comprehension
• Critical Thinking
• Active Listening
• Speaking
• Instructing
• Troubleshooting
• Time Management

Attributes

• Oral Expression
• Oral Comprehension
• Written Expression
• Written Comprehension
• Speech Clarity
• Monitoring
• Instructing