HelpDesk Specialist II

AVIT Systems seeks a Help Desk Specialist II to support DTRA service desk operations through installation, configuration, troubleshooting, and end-user assistance.

Responsibilities

• Capture and report IT Service Desk support metrics
• Install, configure, maintain, and troubleshoot systems for all users of DTRA systems
• Maintain a web-based capability for DTRA users to enter, track, and escalate Service Desk tickets, including self-service actions (currently using Remedy)
• Configure and provide remote access support for DTRA users and external customers as required, including telework, off-site travel, and mission or contingency operations
• Install, configure, maintain, and troubleshoot computer peripherals
• Track deployed IT assets from procurement to disposal to support real-time accounting for government and contractor personnel
• Provide end-user software and application support
• Coordinate security and situational awareness concerns with DTRA NOSC
• Provide technical assistance and customer support for operations and maintenance of wireless voice and data services
• Collect customer feedback from the service desk and support voluntary survey responses; ensure survey content is reviewed and used in performance reviews
• Support service desk call answering after normal business hours (0600–1800) where required, noting limited support outside normal hours unless advance arrangements are made for scheduled after-hours activities
• Meet performance measures tied to effectiveness, responsiveness, and overall customer satisfaction

Requirements

• Secret/TS Clearance
• HS/Associate Degree
• 5-10 Years Experience
• Security+ certification
• Ability to lift 50 lbs

Location

• Manassas, VA (onsite)

Tools / Technologies

• Remedy