Helpdesk Support Senior - NSGB

Overview

Helpdesk Support (Senior) (NSGB) – you will act as a model of customer service excellence to all organizational staff members for the government. You will be responsible for participating as part of a team of highly qualified professionals and interacting daily with the customer to ensure productivity and resolve IT issues that end-users may have with desktops, laptops, software installation issues, and other critical needs. You will participate in planning and implementing key IT initiatives anticipated during this effort. Although this position resides in Naval Station Guantanamo Bay (NSGB), Cuba, there may be a requirement to travel to the NCR, occasionally.

Highlights of Responsibilities

• Provide IT Help Desk support using the ITIL IT Service Management (ITSM) model during business hours.
• Provide IT support services and call triage, including First Call Resolution, and Incident Categorization by Impact and Priority.
• 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 Users 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 per established policies and procedures.
• Support software requests, installation, and troubleshooting per established policies and procedures.
• Support mobile device requests, issuance, accountability, troubleshooting, and retrieval per government-approved processes.
• Provide PKI Trusted Agent (TA) support : submit new token requests, retrieve / issue tokens, and manage returned / expired tokens per policies.
• Provide VOIP and Secure VOIP troubleshooting, including port activation requests, connectivity, and ticket submission.
• Troubleshoot information system hardware line replaceable units (LRU).
• Provide maintenance and support for local / networked printers, scanners, digital senders, and other multi-function devices. Procure replacement parts and consumables as required.
• Provide transportation, delivery, and setup of IT assets within the NCR and NSGB. Government transportation to Guantanamo Bay and for shipment of IT assets; use Government vehicles in NSGB and sign an indemnity agreement when required.
• Provide desk-side training to end users for standard software and equipment issues, including demonstrations and prepared guides.
• Utilize Government-approved tools to report, document, administer, and resolve customer issues (examples : BMC Remedy, ServiceNow, SharePoint).
• Develop performance measurements and feedback systems to improve customer service, communication, and technical skills.
• Utilize ITIL best practices to enhance and optimize services to end users.
• Manage enterprise knowledge base development and knowledge management best practices.
• Coordinate with IT support teams to resolve incidents / problems, fulfill service requests, and drive continuous improvement.
• Resolve customer issues or escalate to appropriate support tiers; assist management with staff performance assessments and professional development of the team.

Requirements

Education and Experience

Required Certifications

CCNA Security

Preferred Certifications

CASP+ CE

Physical Requirements

Company Overview

Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001 : 2018, ISO 20000 & ISO 27001 Certified, 8a, Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A3T is recognized for growth and leadership in cybersecurity. We are seeking qualified individuals to join our team.

Why A3T

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