Job Description

Title : Senior Helpdesk Specialist

Onsite at Washington DC

Security Clearance : Must Obtain Public Trust High (Tier 4/BI) Risk Level

Role: This position is responsible for phone and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract. Serve as a point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems. answer and triage all requests, resolve all technical issues appropriate to skill levels as expediently as possible, and escalate to Tier II or Tier III level(s) as appropriate.

Key Tasks and Responsibilities

• Answer and triage all requests, resolve all technical issues appropriate to skill levels as expediently as possible, and escalate to Tier II or Tier III level(s) as appropriate.
• Identify and resolve problems with hardware, software, systems, and peripherals supporting a hybrid work environment.
• Document all requests or resolutions in an IT Service Management solution such as ServiceNow.
• Install and troubleshoot all Microsoft Operating System Software and office automation. Experience with Microsoft Teams and Zoom preferred.
• Install, configure, and troubleshoot common network protocols, to include, but not be limited to, TCP/IP and wireless protocols.
• Install and configure all components of the workstation configuration, such as network cards, sound cards, video cards, printers, scanners, video teleconferencing, and other software and peripherals.
• Manage the deployment and collection of IT equipment (laptop, mobile phone, etc.) for staff as they onboard and offboard.
• Provision multi-factor authentication for users using YubiKeys or equivalent.
• Provide requested reports derived from information contained in ServiceNow
• Perform root cause analysis
• Participate in after-hours support rotation.

Education & Experience

• Bachelor’s Degree desired. High School diploma required
• 8-10 years of IT operations experience required. Relevant experience and/or certifications may be substituted for degree requirements
• Experience with Active Directory, Windows Server, and Workstation operating systems (Windows 10/11, Server 2019)
• Experience with Microsoft Configuration Manager Console (SCCM) and client deployments (MS Intune a plus)
• Experience supporting an Office 365 environment
• Experience supporting an iPhone environment with MDM solutions
• Experience supporting multi-factor authentication (tokens)
• Experience supporting a VMware Horizon VDI environment
• Knowledge of remote desktop connectivity (i.e., Beyondtrust Remote Assistance, Microsoft RDP, Zscaler)

Certifications

• IT Certifications a PLUS (A+, Security+, ITIL)

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