Helpdesk Support; Senior - Tysons

The Senior Helpdesk Support (NCR) will serve as a model of customer service excellence, interacting daily with end users to resolve IT issues involving desktops, laptops, software, and critical needs. The role may require occasional travel to Naval Station Guantanamo Bay (NSGB).

• Provide IT Help Desk support using the ITIL 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 and 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 departure of users leaving the organization
• Submit tickets for all reported incidents, work orders, and service requests
• 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 IAW government‑approved processes
  • Provide PKI Trusted Agent (TA) support, including submission of new token requests, retrieval, issuance tokens, and collection/turn‑in of returned/expired tokens IAW established policies and procedures
• Provide Voice Over Internet Protocol (VOIP) and Secure VOIP troubleshooting, including 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 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, BMC Remedy and Service Now (SNOW) for ticket submission, tracking, and routing

• 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
• Utilize ITIL best practices to enhance and optimize the services provided to end users
• Manage the implementation of an enterprise knowledge base and knowledge management best practices
• Coordinate with support teams to resolve customer incidents/problems, fulfill service requests, and institute continuous improvement initiatives and methods
• Resolve customer issues effectively or elevate them to appropriate support tiers
• Work with management in assessing staff performance/reviews/changes
• Assist in the professional and technical development of the team
• Shall possess a TOP SECRET w/ SCI Eligible security clearance
• Strong…