HelpDesk Specialist III

The Help Desk Specialist III at AVIT Systems provides IT service desk support for DTRA systems in a Manassas, VA onsite environment. The position supports ticket workflows, user enablement, remote access troubleshooting, and operational support for wireless voice and data services.

Onsite Location

Manassas, VA (onsite)

Core Responsibilities

• Capture and report IT Service Desk support metrics.
• Perform installation, configuration, maintenance, and troubleshooting for all users of the 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 support remote access for DTRA users and external customers as required, supporting telework, off-site travel, and mission or contingency operations.
• Install, configure, maintain, and troubleshoot computer peripherals.
• Track all deployed IT assets from procurement through disposal to support real-time accounting for both government and contractor personnel.
• Provide end-user software and application support.
• Coordinate security and situational awareness concerns with DTRA NOSC.
• Deliver technical assistance and customer support in the operations and maintenance of wireless voice and data services.
• Gather service desk customer feedback regarding satisfaction; survey responses are voluntary and survey content is reviewed and used in performance reviews.
• Support after normal business hours call answering expectations: the NOSC currently covers Service Desk call answering after normal business hours (0600–1800). Support services are limited outside normal hours unless advance arrangements are made to support scheduled after-hours activities.
• Meet performance measures focused on effectiveness, responsiveness, and overall customer satisfaction.

Required Qualifications

• TS Clearance
• BA/BS Degree
• 10-15 Years Experience
• Security+ certification
• Ability to lift 50 lbs

Tools and Technologies

• Remedy