Help Desk Specialist, Level 3
GJB-0065Fort Meade, MDHelp Desk SpecialistFull-TimeOn-SiteTS/SCI w/ Full Scope Poly
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$50,687 - $90,687
About the Help Desk Specialist role
- Provides 24x7 Help Desk support as defined by first response/Tier 1 support
- Provides phone and in-person support to users in the areas of e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications
- Serves as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems
What you'll do
The Level 3 Help Desk Specialist shall possess the following capabilities:
- Develop an understanding of the numerous process flows to other IT systems, create and maintain user accounts
- Create Help Desk tickets in the designated ticket tracking system, provide an initial acknowledgement to the end user validating receipt of the ticket
- If possible resolve ticket, communicate resolution to the end user and obtain customer sign-off before closing ticket
- If unable to resolve thoroughly document ticket with actions taken in an attempt to resolve and escalate ticket in accordance with applicable processes
- Assist users with account creation, accessing and using IT systems
- Update Standard Operating Procedures documents to adapt to new system functionality or configuration changes
- Receive, triage and route tickets to Tier 2 Help Desk according
- Analyze, log and track issue and problem tickets
- Compile and organize data for monthly status reports
- Provide trend analysis and metrics to the Government based on gather data and monthly status reports
- Provide daily written and oral communications, make recommendations for improving documentation
- Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
- Update and maintain the Help Desk Handbook to stay consistent with current processes and procedures
- Provide recommendation to the Government on issues/problems identified and reported in trend analysis
- Attend weekly meeting to apprise the Government on the status of tickets and any issues/problems with resolving tickets
- Provides daily supervision and direction to Help Desk staff that are responsible for phone and in-person support to users, including e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS application
What you'll bring
Qualifications:
- One (1) year of Help Desk experience with a Master's Degree in a Technical, Business or Math related field
- Five (5) years experience with a Bachelor's Degree or seven (7) years experience with an Associate's Degree or nine (9) years experience may be substituted for the Master's Degree
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Gladiator Solutions Provider, LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.