IT Helpdesk Specialist (Hybrid)

Overview: ? Tier One Technologies is looking for a Helpdesk Specialist to perform routine IT system maintenance and daily operation support. ? Shift is Monday - Friday 07:30 AM - 04:00 PM PST... ? Must be a US Citizen and have an active Secret clearance. ? Must have current CompTIA Security certification. Responsibilities: ? Support approximately 500 trouble tickets/month among approximately 5000 users using approximately 4200 end user devices. ? Professionally take calls using the MID Help Desk phone. Act the first responder for the command in all IT Medical and Dental specific trouble shooting. ? Receive trouble tickets via client trouble ticketing system (SERVICENOW) and via email and proceed with resolution or assign the trouble tickets/calls to the Government Services (GS) IT technicians as appropriate. (3 hours). ? Successfully resolve an average of over 500 trouble call tickets per month with 5-10% escalated to client Global Service Center GSC Tier 3 support. ? Immediately inform system administrator in the event of a wide network failure and check-on the status. (Inform all concerned within 1 hour). ? Inform all of the clinics and command of the failure and progress in restoring IT services. ? Resolve computer related problems to all command users covering dental and medical clinics. ? Manage CLIENT User System Authorization Access Request (SAAR) user account requests and Marine side SAAR user account requests which include creating, moving and disabling these accounts as well as updating records and keeping the completed user SAARs on file. ? Create, move or reactivate, disable user accounts. ? Assist with the Defense Reutilization and Marketing Office (DRMO) in the proper disposal and documentation of all government IT assets. ? Resolve user desktop and application issues via phone or using MS Teams collaboration tool (at least 20 per day). ? Install and configure commercial off the shelf (COT) and government off the shelf (GOT) software including Java, Flash, DMLSS, and NAVFIT. ? Assist in the quarterly and annual inventory of all MID computer and peripheral equipment ensuring the accountability of all equipment for the command and its outlying clinics. ? Configure Personal Computers (PC) for end users and assist in the deployment and installation of PCs, monitors and printers Perform routine IT system maintenance and daily operation support, including but not limited to the following: ? Service Calls - receive assignments directly from Help Desk telephone calls, walk-ins, emails, and IT trouble tickets. The MID office has multiple phones designated to the Candidates to receive Help Desk calls. ? Service Call Tracking - log all requests for assistance and direct contact with end-users by entering it into the IT trouble ticketing system. ? Initiation and Completion of Service Tickets - initiate and close out all service tickets in the IT trouble ticketing system. ? Point of Contact for Hardware Repair- respond, investigate and resolve user's IT operational problems (i.e., hardware/software, system administration, etc.). ? End-User Hardware/Software Configuration Requirements - implement hardware and software configurations based upon CLIENT/NMRTC MID Standards and user requirements and document this information as required by the CLIENT/NMRTC MID. ? Problem Resolution Time - respond to all requests for service within 3 working hours after receiving the call for assistance. The Candidate shall attempt to resolve the end-user's problem including locked user account and expired password at the time of arrival. The Candidate will escalate more complex IT issues to the SysAdmin IT Government and Candidate specialists. There is no assignment/demarcation for Tier 1 as supported by the Candidate and Government specialists. Government and contract specialists work on the same Tier 1 trouble tickets. ? Advise the end-user of the situation and estimated time of return to solve the problem. ? Equipment Moves: The Candidate shall assist with building equipment moves or disconnecting/reconnecting cabling as assigned by work center supervisor. Shall check in-house data cabling when it is considered to be an operational problem and advise the GS Lead Technician of faulty cabling needing replacement within 30 minutes of identifying the problem. Qualifications: ? 2 years of significant experience supporting an automation effort in a helpdesk and troubleshooting capacity. ? In-depth knowledge and 2 years? hands-on experience with Microsoft Windows 10/11; MS Office. ? 1 year experience providing IT related training. ? Experience and strong troubleshooting skills for desktop/laptop configurations, TCP/IP, network connectivity, and Windows desktop operating systems. ? Good work ethic demonstrated ability to professionally define and resolve computer/printer malfunctions via telephone, email and MS Teams collaboration tool. ? Any additional hands-on desktop and/or Help Desk support experience. ? Must be a US Citizen and meet eligibility requirements to access classified information. ? Must have lived in the United States for the past 5 years. ? Cannot have more than 6 months travel outside the United States within the last five years. Military Service excluded. (Exception does not include military family members

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