Helpdesk Support; Master

As the Helpdesk Support (Master) (NCR), you will act as a model of customer service excellence to all organizational staff members for our federal contract. You will be responsible for overseeing and mentoring a team of highly qualified professionals and interacting daily with the customer to ensure productivity and resolve IT issues that the end‑users may have with existing desktops, laptops, software installation issues, and other critical needs.

Further, you will participate in the planning and implementing key IT initiatives anticipated during this effort. Although this position resides in the NCR, there may be a requirement to travel to Naval Station Guantanamo Bay (NSGB) occasionally.

• Provide IT Help Desk support using the Information Technology Infrastructure Library (ITIL) Information Technology Service Management (ITSM) model during business hours.
• Provide IT support services and call triage, including First Call Resolution, Impact and Priority Based Incident Categorization.
• Provide timely customer feedback, monitor/update assigned ticket status, and ensure warm hand‑off and/or escalation.
• Maintain a professional appearance and demeanor during duty hours, official travel, and when working with the user community.
• Provide O&M support for desktop, laptop, and tablet information systems.
  • Image information systems using the government-provided operating system image
• Provide onboarding and provisioning of new accounts and deprecation for users departing the organization.
• Submit tickets for all reported incidents, work orders, and service requests.
• As required, provide surge support to NSGB for Users participating in court hearings, trial activities, and other events.
• Provide VTC support for scheduling, call setup, testing, and troubleshooting measures.
• Facilitate mapping and troubleshooting user access to shared network resources.
• Support computer peripheral device requests, installation, and troubleshooting IAW established policies and procedures.
• Support software requests, installation, and troubleshooting IAW established policies and procedures.
• Support mobile device requests, issuance, accountability, troubleshooting, and retrieval of IAW government-approved processes.
  • Provide PKI Trusted Agent (TA) support; this includes but is not limited to; submitting new token requests, retrieving, issuing tokens, and the collection/turn‑in of returned/expired tokens IAW established policies and procedures.
• Provide Voice Over Internet Protocol (VOIP) and Secure VOIP troubleshooting. This includes port activation requests, connectivity, and trouble ticket submission.
• Troubleshoot all information system hardware line replaceable units (LRU).
• Provide maintenance and support for local/networked printers, scanners, digital senders, and other multi‑function devices. The contractor will procure replacement parts (e.g. Fuser) and other consumables (e.g. Toner) on a cost‑reimbursable basis as required.
• Provide transportation, delivery, and setup of IT assets throughout the NCR and NSGB. The Government will provide transportation to Guantanamo Bay, Cuba and for shipment of IT assets. Transportation, delivery, and setup of IT assets throughout Guantanamo Bay, Cuba, will require the contractor to use Government vehicles in NSGB and to sign an indemnity agreement.
• As requested, provide desk‑side training to the end user for standard software and equipment issues. Desk‑side training includes but is not limited to software and equipment demonstration, tri‑fold brochures and quick‑start guides, and demonstration of links to online and web‑based IT training.
• Will utilize Government approved tools to accurately report, document, administer, and resolve customer issues.
• Government-provided tools include, but are not limited to, the following:
  • (1) BMC Remedy for ticket submission, tracking, and routing;
  • (2) Microsoft SharePoint as a knowledge management repository for SOP’s;
• Develop performance measurements (goals/metrics/reports) utilizing the current service desk platform and facilitate a feedback system to team members on customer service, communication, and technical skills, to enhance the quality of support delivered.
• Util…