Sla Support Jobs

1 job found

Today

Help Desk Technician II

3 Reasons Consulting Bethesda, MD

Bethesda, MD

Today

$65k - $70k/yr Full time Customer Service Customer Support Device Support

Apply Now

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

View full job page →

Get Sla Support Jobs alerts

New Sla Support Jobs, daily.