Help Desk Technician II
Customer Service
Customer Support
Device Support
End User Support
Hardware Support
Help Desk
Help Desk Support
Help Desk Ticketing
Incident Management
Information Technology (IT)
IT Operations
It Service Management
IT Services
ITSM
Phone Support
Service Desk Tool
Service Management
ServiceNow
Servicenow
Sla
Technical Support
Job Description
Onsite Help Desk Technician II role providing first-line technical support at Walter Reed National Military Medical Center (WRNMMC) in Bethesda, MD.
Responsibilities
- Deliver first-line technical support to end-users via phone, email, and chat
- Troubleshoot and resolve software and hardware issues; escalate to Tier III or the Global Service Center (GSC) when required
- Build technical proficiency in specific systems to support customer operations
- Maintain and repair PCs, laptops, printers, and peripherals
- Handle support using ServiceNow, including responding within SLA requirements
- Maintain SOPs and service catalogs for installations, configurations, and troubleshooting procedures
- Accurately track and maintain government asset inventory
- Collect and provide user feedback to help improve the IT environment and customer satisfaction
- Follow WRNMMC 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
- Develop proficiency with systems such as ServiceNow, DMHRSi, and clinical/business applications
- Maintain DMHRSi access and complete bi-weekly workload documentation
Requirements
- Bachelor’s degree preferred or equivalent technical experience
- Minimum 4 years of technical support experience, including work in Microsoft environments
- Strong understanding of Microsoft Operating Systems in DoD/government settings
- Proven capability in hardware/software troubleshooting in high-pressure environments
- Demonstrated ability to provide excellent customer service
- IAT II Level Certification
- Security+ CE
Technology
- Microsoft Operating Systems
- ServiceNow
- DMHRSi
Clearance
- Active Secret Security Clearance
Location
- Walter Reed National Military Medical Center (WRNMMC), Bethesda, MD (onsite)
Compensation
- Salary range: $65,000 - $70,000 yearly
Benefits
- Short/Long Term Disability
- Basic Life Insurance
- Direct Payroll Deposit
- Leave Accrual
- Holidays
- 401(k) Match
- Additional (Voluntary) Life Insurance
- 401(k)
- Medical Coverage
- Dental Coverage
- Vision Care Plan
- Flexible Spending Account Plan
Education: Bachelor’s degree preferred
Minimum experience: 4 years
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