Help Desk Specialist \u2013 Journeyman
Aberdeen, MD, United States
Overview
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to apply! Equal Opportunity Employer/Veterans/Disabled
SUMMARY
Bering Global Services, a subsidiary of Bering Straits Native Corporation is currently seeking a qualified entry level Help Desk Specialist - Journeyman for a contract at Aberdeen Proving Grounds (APG), MD.
Responsibilities
ESSENTIAL DUTIES & RESPONSIBILITIES
The Essential Duties and Responsibilities are intended to present a descriptive list of the range of duties performed for this position and are not intended to reflect all duties performed within the job. Other duties may be assigned.
Provide Desktop Support services to the government user community.
Respond to IT incidents and requests received from Remedy tickets escalated by the Tier 1 Service Desk.
Create Remedy tickets for incidents and requests that are received by the user community while working out on the floor.
Schedule resolution times with customers prior to resolving incidents and requests by remotely utilizing SCCM or by desk-side visits.
Provide continuous status updates to Remedy work logs to be viewed by Service Desk Analysts and by the user community to ensure that accurate and up-to-date information is available at all times.
Contact users via email and by phone when a ticket is assigned in the individual queue at least twice per day until the incident(s) or request(s) are resolved.
Obtain acceptance of resolution by the user before formally resolving a Remedy ticket.
Utilize the Remedy ARS Knowledge Base and Standard Operating Procedures (SOP) to provide resolutions for user incidents and requests.
Meet all Service Level Agreements (SLA) as listed in the Service Level Management Plan.
Perform tasks provided in the Incident Management Plan to resolve incidents and requests.
Perform tasks provided in the Problem Management Plan to resolve reoccurring incidents.
Troubleshoot and resolve user incidents and requests dealing with the Microsoft operating system, Active Directory, Microsoft Office Suite, iPhone, Citrix, VPN, 2 Factor Authentication and all client owned COTS and GOTS products.
High-level Knowledge of PC Hardware, networking, and a good working knowledge of Windows 7 and 10.
High-level knowledge of Office 2007/2010, especially, Word, Excel and Outlook.
Deploy hardware and software to fulfill user requests.
Escalate tickets to Tier 3 Technicians in the event that an incident or request cannot be resolved at the Tier 2 level.
Troubleshoot and resolve user incidents and requests dealing with OPM owned hardware and peripherals.
Ensure all Asset Management information is accurately passed on to the Asset Management Team to ensure information is recorded in Remedy Asset Management. Information provided shall include, but is not limited to, new location of user and replacement of hardware/software.
Create and/or revise Standard Operating Procedures (SOP).
Answer phone calls when directed by the Tier 2 Lead Manager during peak hours and when call volumes are high.
Assist with evaluating/testing new technologies for the agency.
Travel between field site office(s) to provide assistance, as needed
Qualifications
QUALIFICATIONS - EXPERIENCE, EDUCATION AND CERTIFICATION
To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required (Minimum Necessary) Qualifications (applies to both this section and KSAO's)
Associate degree and 1 year of experience or combination of 3 years of experience; or bachelor's degree and 1 year of experience; or combination of 5 years which may include education/specialized training/certifications and /or experience. Relevant education/experience must be in an IT discipline related to the assigned program (e.g. Network Engineering, Network Management, Computer Forensics/Security, etc.),
Knowledge, Skills, Abilities, and Other Characteristics
1-2 years' experience in technical Help Desk environment.
1-2 years' experience working within an Active Directory environment
1-2 years' experience in troubleshooting issues with Windows XP operating system
1-2 years' experience with troubleshooting issues within the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Access, Visio and Project)
1-2 years' experience with the following: Internet Explorer, Java, Citrix, VPN, 2 Factor Authentication, and BlackBerry
6 Months-1 Year experience with Windows 7.
Experience with LAN/WAN connectivity, troubleshooting, design, evaluation and / or documentation is desirable
Experience with hardware components such as hard drives, power supplies, and motherboards.
Excellent oral and written communication skills.
Excellent phone etiquette.
Strong technical aptitude including excellent troubleshooting skills.
Ability to work with users that have limited technical knowledge.
Ability to instruct users utilizing verbal communication.
Ability to work in a fast-paced, dynamic environment.
Ability to interface with all levels of management.
Excellent time management, scheduling, and organizational skills.
Ability to work well independently or in a team setting.
Attention to detail.
High degree of patience.
Experience Help Desk ticketing systems such as Remedy and Heat
Experience using remote tools to resolve user issues, such as SCCM and Remote Desktop
Understanding of ITIL methodologies such as Incident and Problem Management
MCP,
MCDST,
A+,
Network+,
HDI Support Center/Desktop Support Analyst
ITIL Foundations V3 or V4
MS Office certifications
Experience in the DOD Computing Environment
A+ certification
Network + certification
Security + certification
NECESSARY PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Employee must maintain a constant state of mental alertness at all times. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about.
DOT COVERED/SAFETY-SENSITIVE ROLE REQUIREMENTS
This position is not subject to federal requirements regarding Department of Transportation safety-sensitive functions.
WORK ENVIRONMENT
Work Environment characteristics described here are representative of those that must be borne by an employee to successfully perform the essential functions of this job.
Job is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and multi-line telephone system. The work described herein is primarily a modern office setting. Occasional travel may be required.
SUPERVISORY RESPONSIBILITIES
No supervisory responsibilities.
ADDITIONAL QUALIFYING FACTORS
As a condition of employment, you will be required to pass a pre-employment drug screening and have acceptable background check results. If applicable to the contract, you must also obtain the appropriate clearance levels required and be able to obtain access to military installations.
Shareholder Preference. BSNC gives hiring, promotion, training and retention preference to BSNC shareholders, shareholder descendants and shareholder spouses who meet the minimum qualifications for the job.
Bering Straits Native Corporation is an equal opportunity employer. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender, or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law.
Equal Opportunity Employer/Veterans/Disabled
We participate in the E-Verify Employment Verification Program. We are a drug free workplace.