POSITION SUMMARY

The Service Desk Specialist I is responsible for various levels of Information Technology (IT) Call Center support, working with government customers on various workstation platforms (including Windows 10, Microsoft 365, XP, and Windows 7) to provide answers and solutions to solve common technology user issues and problems via phone support. Troubleshoots, installs, configures, and repairs computer hardware, operating systems, and application software. Tracks and effectively maintains IT resources to assure optimal access. As a Call Center support team member, works with Citrix Remote Desktop and Virtual Private Network (VPN) to provide technical assistance. Also works with external partners including consultants, agencies, and vendors.

ESSENTIAL FUNCTIONS

• Remains up to date on information technology resources, products and emerging technologies and the potential effectiveness of these advancements in the current system.

• Respond to requests for technical assistance made in person, via telephone, electronically or from remote locations to the IT Call Center. Ensures high level of customer satisfaction in each step of the process.

• Provides ongoing technical support and training to non-IT employees regarding the existing IT resources used in a user-friendly, professional, and timely manner.

• Provides the necessary support and training to other employees/co-workers when requested.

• Offers suggestions concerning the access of IT support and information.

• Provides support on remote access and ensures ongoing workstation connectivity to include troubleshooting, basic setup, and maintenance.

• Organizes the existing IT resources used and maintains an up-to-date inventory database.

• Installs computer workstations, software, and peripherals and completes required set-up and network connections and configurations.

• Manages workstation operating systems to include the troubleshooting and installation of upgrades, patches, and security files.

• Performs workstation maintenance to include troubleshooting hardware failure, resolving workstation problems, identifying hardware equipment needing replacement, and replacing workstation equipment and components.

• Prepares hardware equipment for replacement or disposal by checking and stripping critical company information.

• Maintains an accurate log of hardware/software/security maintenance and repairs.

• Creates backup files for users on workstations and servers.

• Research existing and prospective IT services and resources and suggests potential technology resource purchases.

• Keeps supervisor informed on a regular basis of work activities and IT issues or concerns.

ADDITIONAL RESPONSIBILITIES

• Performs other duties as assigned that would lead to successful operation of department, team and/or mission.

EDUCATION AND EXPERIENCE

• Associate degree or technical school degree in information systems and technology or related field, or equivalent combination of educational and professional work experience. Microsoft certification(s) preferred.

• Minimum two years of experience a) providing end-user support for PC desktop and application software or b) installing, upgrading, troubleshooting, and repairing personal computers in a network environment, using Microsoft software products and solutions.

• Preferred experience with Windows 10 migration and providing help desk/call center services.

• Preferred understanding or experience with AD structure, inventory software, service desk software, IP configuration, and printer configuration.

KNOWLEDGE, SKILLS AND ABILITIES

• Proficient in Microsoft 365, Windows 10, XP, Windows 7, Windows Server, Adobe, anti-virus software, and encryption software.

• Advanced understanding of computer hardware and software (repair and troubleshoot issues).

• Excellent customer service and communication skills: Listens and communicates effectively both verbally and in writing in a timely, effective, and respectful manner.

• Professional behavior: Represents the company in a reputable, ethical, and businesslike manner and complies with company operating procedures and requirements.

• Consistent interpersonal skills: Works well independently and in a team environment with individuals, coworkers, vendors, and customers at all levels, and within an ethnically diverse work environment.

• Excellent time management skills: Effectively and efficiently utilizes time, equipment, and materials with a strong sense of job responsibility and self-motivation.

• Strong problem-solving skills: Effectively and early detects and resolves problem areas and situations with an attention to detail.

• Works well in a deadline-intensive environment and effectively handles and manages multiple tasks within specific timeframes.

• Professional development: Willingness and ability to grow and improve technical/professional skills, knowledge and credentials on an ongoing basis and attend recommended and required trainings.

• Consistently reports for work as scheduled, on-time and ready/able to perform job responsibilities.

• Regularly attends required meetings with internal/external business partners and customers.

• Ability and willingness to accommodate work schedule changes and work extra hours when required or travel when necessary.

• Must pass background check/government security investigation and meet eligibility requirements for access to classified information.

• Must pass required drug/alcohol screenings.

• Obtains and maintains required professional credentials and licenses and satisfies employment requirements (e.g., work authorization).

PHYSICAL/MENTAL JOB REQUIREMENTS AND WORK ENVIRONMENT

• Continuous reading/comprehending, writing, reasoning/analyzing, and communicating orally.

• Continuous computer use, repetitive hand motions and fine finger movements.

• Frequent sitting, standing, walking, bending, kneeling, crawling, reaching, and grasping.

• Ability to lift, carry and move equipment up to 50 pounds.

• Perform mathematical calculations

POSITION SUMMARY

The Service Desk Specialist II is responsible for providing various levels of Information Technology (IT) Desk Side support working with government customers on various workstation platforms (including Windows 10, Microsoft 365, XP, and Windows 7) to provide answers and solutions to solve common technology user issues and problems. Troubleshoots, installs, configures, and repairs computer hardware, operating systems, and application software. Tracks and effectively maintains IT resources to assure optimal access. Works with the Citrix Remote Desktop and Virtual Private Network (VPN) tools to provide technical assistance and assist when working with external partners including consultants, agencies, and vendors.

ESSENTIAL FUNCTIONS

• Remains up to date on information technology resources, products and emerging technologies and the potential effectiveness of these advancements in the current system.

• Respond to requests for technical assistance made in person, via telephone, electronically or from remote locations to the IT Call Center. Ensures high level of customer satisfaction in each step of the process.

• Provides ongoing technical support and training to non-IT employees regarding the existing IT resources used in a user-friendly, professional and timely manner.

• Provides the necessary support and training to other employees/co-workers when requested.

• Offers suggestions concerning the access of IT support and information.

• Provides support on remote access and ensures ongoing workstation connectivity to include troubleshooting, basic setup, and maintenance.

• Organizes the existing IT resources used and maintains an up-to-date inventory database.

• Installs computer workstations, software, and peripherals and completes required set-up and network connections and configurations.

• Manages workstation operating systems to include the troubleshooting and installation of upgrades, patches, and security files.

• Performs workstation maintenance to include troubleshooting hardware failure, resolving workstation problems, identifying hardware equipment needing replacement, and replacing workstation equipment and components.

• Prepares hardware equipment for replacement or disposal by checking and stripping critical company information.

• Maintains an accurate log of hardware/software/security maintenance and repairs.

• Creates backup files for users on workstations and servers.

• Research existing and prospective IT services and resources and suggests potential technology resource purchases.

• Keeps supervisor informed on a regular basis of work activities and IT issues or concerns.

ADDITIONAL RESPONSIBILITIES

• Performs other duties as assigned that would lead to successful operation of department, team and/or mission.

EDUCATION AND EXPERIENCE

• Associate degree or technical school degree in information systems and technology or related field, or equivalent combination of educational and professional work experience. Microsoft certification(s) preferred.

• Minimum two years of experience a) providing end-user support for PC desktop and application software or b) installing, upgrading, troubleshooting, and repairing personal computers in a network environment, using Microsoft software products and solutions.

• Preferred experience with Windows 10 migration and providing help desk/call center services.

• Preferred understanding or experience with AD structure, inventory software, service desk software, IP configuration, and printer configuration.

KNOWLEDGE, SKILLS, AND ABILITIES

• Proficient in Microsoft 365, Windows 10, XP, Windows 7, Windows Server, Adobe, anti-virus software, and encryption software.

• Advanced understanding of computer hardware and software (repair and troubleshoot issues).

• Excellent customer service and communication skills: Listens and communicates effectively both verbally and in writing in a timely, effective, and respectful manner.

• Professional behavior: Represents the company in a reputable, ethical, and businesslike manner and complies with company operating procedures and requirements.

• Consistent interpersonal skills: Works well independently and in a team environment with individuals, coworkers, vendors, and customers at all levels, and within an ethnically diverse work environment.

• Excellent time management skills: Effectively and efficiently utilizes time, equipment, and materials with a strong sense of job responsibility and self-motivation.

• Strong problem-solving skills: Effectively and early detects and resolves problem areas and situations with an attention to detail.

• Works well in a deadline-intensive environment and effectively handles and manages multiple tasks within specific timeframes.

• Professional development: Willingness and ability to grow and improve technical/professional skills, knowledge and credentials on an ongoing basis and attend recommended and required trainings.

• Consistently reports for work as scheduled, on-time and ready/able to perform job responsibilities.

• Regularly attends required meetings with internal/external business partners and customers.

• Ability and willingness to accommodate work schedule changes and work extra hours when required or travel when necessary.

• Must pass background check/government security investigation and meet eligibility requirements for access to classified information.

• Must pass required drug/alcohol screenings.

• Obtains and maintains required professional credentials and licenses and satisfies employment requirements (e.g., work authorization).

PHYSICAL/MENTAL JOB REQUIREMENTS AND WORK ENVIRONMENT

• Continuous reading/comprehending, writing, reasoning/analyzing, and communicating orally.

• Continuous computer use, repetitive hand motions and fine finger movements.

• Frequent sitting, standing, walking, bending, kneeling, crawling, reaching and grasping.

• Ability to lift, carry and move equipment up to 50 pounds.

• Perform mathematical calculations.

POSITION SUMMARY

The Service Desk Specialist III is responsible for providing various levels of Information Technology (IT) Network and Microsoft Patching support working with government customers on various workstation platforms (including Windows Server 2022, Windows Server 2012, Microsoft Azure, and Microsoft 365) to provide answers and solutions to solve common technology user issues and problems. Serves as an escalation point of contact for the help desk team. Troubleshoots, installs, configures, operating systems, and application software. Tracks and effectively maintains IT resources to assure optimal access. Works with the Citrix Remote Desktop and Virtual Private Network (VPN) tools to provide technical assistance and assist when working with external partners including consultants, agencies, and vendors.

ESSENTIAL FUNCTIONS

• Remains up to date on information technology resources, products and emerging technologies and the potential effectiveness of these advancements in the current system.

• Respond to requests for technical assistance made in person, via telephone, electronically or from remote locations to the IT Call Center. Ensures high level of customer satisfaction in each step of the process.

• Provides ongoing technical support and training to the Tier II and Tier I team regarding the existing IT resources.

• Provides the necessary support and training to other employees/co-workers when requested.

• Offers suggestions concerning the access of IT support and information.

• Patch maintenance when required and organizes the existing IT resources used and maintains an up-to-date inventory patch database.

• Installs computer workstations, software, and peripherals and completes required set-up and network connections and configurations.

• Manages workstation operating systems to include the troubleshooting and installation of upgrades, patches, and security files.

• Performs workstation maintenance to include troubleshooting hardware failure, resolving workstation problems, identifying hardware equipment needing replacement, and replacing workstation equipment and components.

• Prepares hardware equipment for replacement or disposal by checking and stripping critical company information.

• Maintains an accurate log of hardware/software/security maintenance and repairs.

• Creates backup files for users on workstations and servers.

• Research existing and prospective IT services and resources and suggests potential technology resource purchases.

• Keeps supervisor informed on a regular basis of work activities and IT issues or concerns.

ADDITIONAL RESPONSIBILITIES

• Performs other duties as assigned that would lead to successful operation of department, team and/or mission.

EDUCATION AND EXPERIENCE

• Associate degree or technical school degree in information systems and technology or related field, or equivalent combination of educational and professional work experience. Microsoft certification(s) preferred.

• Minimum two years of experience providing Tier III/ Network Administrator support.

• Manage PC desktop and application software by installing, upgrading, troubleshooting, and repairing personal computers in a network environment, using Microsoft software products and solutions.

• Preferred experience with Server, Azure, and Office 365

• Preferred understanding or experience with AD structure, inventory software, service desk software, IP configuration, and printer configuration.

KNOWLEDGE, SKILLS, AND ABILITIES

• Proficient in Server, Office 365, and Azure, Adobe, anti-virus software, and encryption software.

• Advanced understanding of computer hardware and software (repair and troubleshoot issues).

• Excellent customer service and communication skills: Listens and communicates effectively both verbally and in writing in a timely, effective, and respectful manner.

• Professional behavior: Represents the company in a reputable, ethical, and businesslike manner and complies with company operating procedures and requirements.

• Consistent interpersonal skills: Works well independently and in a team environment with individuals, coworkers, vendors, and customers at all levels, and within an ethnically diverse work environment.

• Excellent time management skills: Effectively and efficiently utilizes time, equipment, and materials with a strong sense of job responsibility and self-motivation.

• Strong problem-solving skills: Effectively and early detects and resolves problem areas and situations with an attention to detail.

• Works well in a deadline-intensive environment and effectively handles and manages multiple tasks within specific timeframes.

• Professional development: Willingness and ability to grow and improve technical/professional skills, knowledge and credentials on an ongoing basis and attend recommended and required trainings.

• Consistently reports for work as scheduled, on-time and ready/able to perform job responsibilities.

• Regularly attends required meetings with internal/external business partners and customers.

• Ability and willingness to accommodate work schedule changes and work extra hours when required or travel when necessary.

• Must pass background check/government security investigation and meet eligibility requirements for access to classified information.

• Must pass required drug/alcohol screenings.

• Obtains and maintains required professional credentials and licenses and satisfies employment requirements (e.g., work authorization).

PHYSICAL/MENTAL JOB REQUIREMENTS AND WORK ENVIRONMENT

• Continuous reading/comprehending, writing, reasoning/analyzing, and communicating orally.

• Continuous computer use, repetitive hand motions and fine finger movements.

• Frequent sitting, standing, walking, bending, kneeling, crawling, reaching and grasping.

• Ability to lift, carry and move equipment up to 50 pounds.

• Perform mathematical calculations.

POSITION SUMMARY

The Service Desk Manager is responsible to oversee the daily operations of the Information Technology (IT) Call Center and Desk Side support staff to ensure high caliber delivery of 24/7 technical support to government customers. Manages all Service Desk functions, staff, external partners (i.e., consultants, agencies, and vendors), activities, and operations. Provides leadership and direction to service desk team members that inspires exceptional customer service and technical support and cultivates a positive, motivational, and team-oriented work environment. The Service Desk Manager is responsible for development and implementation of policies and procedures and performance metrics for the Service Desk environment.

ESSENTIAL FUNCTIONS

• Manages all personnel issues of the IT Service Desk including staffing, orientation, performance management, evaluations, and training.

• Manages all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions and adherence to Service Level Agreements.

• Monitors and oversees the processing of incoming calls to the Service Desk via telephone, e-mail, walk-ins, and desk side support calls to determine trouble trends, root causes or problem support areas and to ensure courteous, timely, and effective resolution of end user requests or service needs.

• Ensures compliance with electronic and physical security procedures and standards.

• Initiates, implements, and oversees improvement of Service Desk support processes and performance metrics by incorporating ITIL’s best practices or similar IT service management practices.

• Produces daily, weekly, and monthly statistics and provides data and reporting to customers, IT departments, and others on an ad-hoc, weekly and monthly bases as needed. Provides management with status reports on Service Desk operations and issues on a regular basis.

• Ensures constant technical development of team members to stay current with the latest technologies.

• Communicates with end users through Service Desk tips, an intranet site, and other e-mail announcements as needed.

• Works with Technical Trainers to update training curriculum based on trends identified by the Service Desk.

• Coordinates communications and support response during critical risk, slowdown, and outage scenarios.

• Manages and coordinates urgent and complicated support issues. Acts as the principal escalation point for all advanced problems or unique requests by providing in-person, hands-on support to the end users at the desktop level.

• Interfaces with internal and external customers employing a high degree of tact and diplomacy to promote a positive image of the department while resolving problem situations in a professional manner.

ADDITIONAL RESPONSIBILITIES

• Performs other duties as assigned that would lead to successful operation of department, team and/or mission.

EDUCATION AND EXPERIENCE

• Bachelor’s degree in a technical, scientific, or managerial field.

• Minimum five years of technical and managerial experience in a fast-paced IT service desk environment supporting desktop, Local Area Network and Wide Area Network equipment. Experience working with government customers on various workstation platforms preferred.

• Equivalent combination of education, training, and professional work experience that provides the required knowledge, skills and abilities will be considered.

• Industry certifications (e.g., HDI, ITIL 4) a plus.

KNOWLEDGE, SKILLS, AND ABILITIES

• Proficient in Microsoft 365, Windows 10, XP, or Windows 7, Windows Server, Adobe, anti-virus software, and encryption software.

• Advanced understanding of computer hardware and software (repair and troubleshoot issues).

• Leadership skills: Provides an inclusive workplace that fosters the development of others, promotes accountability, facilitates cooperation and teamwork, and supports constructive resolution of conflicts.

• Analytical skills: Resolves complex problems by using a logical, systematic, and sequential approach.

• Excellent customer service and communication skills: Listens and communicates effectively both verbally and in writing in a timely, effective, and respectful manner.

• Professional behavior: Represents the company in a reputable, ethical, and businesslike manner and complies with company operating procedures and requirements.

• Customer focus: Expresses a concern for customer satisfaction and focuses the attention of others on the importance of customer satisfaction. Initiates actions, steps, plans, systems, processes, or programs that seek to maintain high levels or enhance customer satisfaction.

• Consistent interpersonal skills: Works well independently and in a team environment with individuals, coworkers, vendors, and customers at all levels, and within an ethnically diverse work environment.

• Excellent time management skills: Effectively and efficiently utilizes time, equipment, and materials with a strong sense of job responsibility and self-motivation.

• Strong problem-solving skills: Effectively and early detects and resolves problem areas and situations with an attention to detail.

• Works well in a deadline-intensive environment and effectively handles and manages multiple tasks within specific timeframes.

• Professional development: Willingness and ability to grow and improve technical/professional skills, knowledge and credentials on an ongoing basis and attend recommended and required trainings.

• Consistently reports for work as scheduled, on-time and ready/able to perform job responsibilities.

• Regularly attends required meetings with internal/external business partners and customers.

• Ability and willingness to accommodate work schedule changes and work extra hours when required or travel when necessary.

• Must pass background check/government security investigation and meet eligibility requirements for access to classified information.

• Must pass required drug/alcohol screenings.

• Obtains and maintains required professional credentials and licenses and satisfies employment requirements (e.g., work authorization).

PHYSICAL/MENTAL JOB REQUIREMENTS AND WORK ENVIRONMENT

• Continuous reading/comprehending, writing, reasoning/analyzing, and communicating orally.

• Continuous computer use, repetitive hand motions and fine finger movements.

• Frequent sitting, standing, walking, bending, kneeling, crawling, reaching, and grasping.

• Ability to lift, carry and move equipment up to 25 pounds.

• Perform mathematical calculations.