Help Desk Support, Tier II DeskSide Support

Position:

Help Desk Support, Tier II Desk Side Support

Alexandria, VA

On-site with potential for authorized telework

Secret

Funded

Knowesis is currently seeking an exceptional Help Desk Support Tier II Desk Side Support specialist to join our team and provide invaluable support to the Department of Defense Office of Inspector General (DoD OIG) Information Technology Support Services contract.

To be eligible for this position, candidates must have a Secret clearance and possess U.S. Citizenship without the need for sponsorship, both now and in the future. Applicants without proof of U.S. Citizenship will not be considered due to the position's security clearance requirements.

• Provide Tier II-level Information Technology (IT) support and trouble call resolution for all issues elevated from Tier I support
• Document incidents using the DoD OIG ticket tracking system and create and publish knowledge base articles when applicable
• Meet DoD OIG established service level metrics for call response, technical support, and customer service
• Resolve trouble calls using desk-side support, remote desktop, phone, and through email
• Respond to requests for network account modifications for account creation, configuration, deletions, and password or Personal Identification Number (PIN) resets
• Image computer systems for desktops, laptops, tablets, and thin client computers with DoD OIG system images
• Perform computer re-imaging, assist users with data backup and restore, and install software applications
• Set up computer systems with external monitors, switch boxes, keyboards, mice, printers, or any other approved external peripherals
• Assist with the set up of IT in training classrooms and conference rooms as required
• Perform the manual installation of approved software, software patches, and security updates to client systems when required
• Perform troubleshooting of incidents and issues on approved software applications, computer systems, printers, scanners, and other approved connected peripherals
• Monitor logs and automated systems for DoD OIG IT system outages and incidents affecting multiple end users and initiate incident response procedures
• Complete desktop support requests within five business days upon receipt of the Help Desk ticket
• Fulfill urgent loaner laptop requests due to repair within one business day upon receipt of the Help Desk ticket for Headquarters personnel
• Provide urgent extra or spare laptop computers to field office locations within three business days
• Complete standard loaner laptop and other equipment requests within three business days upon receipt of Help Desk ticket
• Complete standard approved hardware or software installation within five business days upon receipt of Help Desk ticket
• Fulfill new equipment approval and issuance within ten business days
• Complete network account requests (add, modify, delete) within five business days upon receipt of Help Desk ticket
• Complete data recovery for the workstation within five business days upon receipt of the Help Desk ticket and receipt of the hard drive requiring data recovery
• Travel may be required within the Continental United States (CONUS) and the National Capital Region (NCR)

• Minimum 3 to 5 years of experience providing Tier II help desk or deskside support
• Experience in troubleshooting and resolving issues escalated from Tier I support
• Experience with ticket tracking systems and documenting technical issues
• Experience providing deskside support at customer locations, including offices, cubicles, and off-site locations
• Experience with computer imaging and deployment of desktop operating systems
• Experience performing network account administration tasks, including account creation, modification, and deletion
• Experience installing and configuring desktop hardware, including computers, monitors, printers, scanners, and peripherals
• Experience with software installation, patch management, and security updates
• Experience with data backup and restoration procedures
• Experience troubleshooting hardware and software issues on desktop systems, laptops, printers, and peripherals
• Experience using remote desktop tools to troubleshoot and resolve technical problems
• Strong customer service skills with the ability to communicate technical information to non-technical users
• Associate degree or equivalent in Information Technology, Computer Science, or related field, or equivalent combination of education and experience
• DoD 8570.01-M Information Assurance (IA) computing environment certifications as approved by agency Information Assurance Workforce Improvement Program (IAWIP) coordinator (such as CompTIA A+, CompTIA Network+, or equivalent)
• Active Secret security clearance or ability to obtain one
• United States Citizenship required

• Information Technology Infrastructure Library (ITIL) Foundation certification or higher
• Tier II Service Desk certification or equivalent
• Experience…