Help Desk Analyst III

Description

Location
: 801 N. Randolph St, Rm 732, Arlington, Virginia 22203

Clearance Level
:
Active DoD – NACI

Job Type
:
Full time employee

Required Certification(s): A current DoD 8570 CompTIA Security+ is required.

Duration
: 6 month with potential for renewal

Our customer provides all IT support, software development, Network Engineering, and Service desk support to the Air Force Office of Scientific Research (AFOSR). The mission of AFOSR is to identify opportunities for significant scientific advancements and breakthrough research around the world, and to bring together researchers and resources to advance revolutionary basic research for Air Force needs.

The new hires will be added to an existing team of four to manage all IT issues for a USAF customer. Primarily, they will support the setup and distribution of new HP laptops to AFOSR staff. When not supporting hardware distribution, they will provide Tier 1-3 support for IT incidents and service requests from the ordinary to the complex. The employee will leverage proven technical experience, ITIL process knowledge and superior customer service skills to provide support for all IT hardware and software, including, but not limited to, various laptop and desktop computers, printers, scanners, monitors, mobile devices and other peripherals, as well as all software including operating systems, COTS applications.

• Configure and catalog new laptops, tablets, and cell phones to replace existing devices for AFOSR staff.
• Provide Service Desk support for AFOSR staff when not supporting device rollout.
• Enter all incidents and service requests as tickets in the USAF approved Remedy ticket tracking system.
• Manage and resolve tickets to meet contract service level agreements for ticket closure times and customer satisfaction.
• Build, deploy, maintain and troubleshoot Windows 10/Office 2016 and Apple computing (Sierra OS) computers and other personal computing hardware.
• Follow site processes tied to contract asset management and IT inventory reporting requirements.
• Work the standard 7:30 to 4:00 Monday – Friday schedule with occasional surge periods as needed.

Required Certifications
: A current DoD 8570 Security+ is required.

Education, Background, and Years of Experience

• A high school diploma is acceptable for this position. A bachelor’s degree in a computer related IT field preferred.
• 3 – 5+ years of service desk support experience.

Additional Skills & Qualifications

• Required Skills
  :
  Windows 10/11, Office 365
• Preferred Skills
  :
  Remedy incident management, VTC end point setup/configuration and troubleshooting, HP Printer networking, Microsoft One Drive, SharePoint, Apple OS & iOS

Environmental Conditions
:
The employee will generally sit and work but may be asked to help lift new IT equipment into storage. Installation of IT equipment in the customer work space requires walking, bending, crouching and lifting.

Strength Demands
:
Medium – 50 lbs. Maximum lifting with frequent lift/carry up to 25 lbs.

Physical Requirements
:
Walk;
Repetitive Motion;
Use Hands / Fingers to Handle or Feel;
Push or Pull

Our customer provides leading-edge Digital Transformation solutions to support and advance our customers’ mission. We deliver innovative and high-quality services to our customers worldwide through an empowered and engaged workforce. Our customer’s employees are their number one priority, and the importance we place on our culture here is fundamental. Our culture is alive and evolving, but it always stays true to its roots.

Here, you are valued as a family member, and we believe that we can accomplish great things together. We have named these attributes “The 6 H’s” – Happy, Helpful, Honest, Humble, Hungry, and Hustle.

Happy:
We exhibit a positive outlook in order to create a positive environment. Helpful:
We assist each other and pull together as teammates to deliver. Honest:
We conduct our business with integrity. Humble:
We recognize that success is not achieved alone, that there is always more to learn, and that no task is below us. Hungry:
We desire to consistently improve. Hustle:
We work hard and get after it.

These…