Tier II Helpdesk Technician

Job Description

Job Description

The Tier II Helpdesk Technician perform Help Desk Services, for computer Desktop, Laptop, and peripheral equipment, i.e. Printers, scanners, faxes, keyboards, mouse, HD, CDROM, Operating Systems, and software application installation and maintenance support.

Education and Experience :

(Preferred) Bachelor’s Degree

1 to 2+ Years of experience

Security+ CE (or appropriate DoDM 8570 Baseline Certification)

IAT Level II certification is required before start

Public Trust Clearance – Tier 3

Responsibilities :

Create / Maintain computer tickets for all Help Desk calls, using the Global Service Center (GSC) Desk ServiceNOW software.

Forward tickets in accordance with NMRTC Functional Database (available on ITD SharePoint site) established Tier 1 Standard Operation Procedures (SOPs).

Deactivate user accounts, clear employee record(s) from organization unit in Active Directory, and collect all Government equipment as applicable.

Perform delegated functions in Active Directory including creation of accounts and management of security and global distribution memberships.

Troubleshoot network connectivity (i.e. PING the network devices).

Perform Remote Desktop access, to resolve user issues.

Accurately report completed trouble-tickets into Global Service Center (GSC) Desk ServiceNOW software.

Desktop and laptop troubleshooting to include problems affecting hardware and OS.

Prior to replacing defective computer equipment and processing for warranty, check computer equipment for software or hardware outside of standard configuration and report to Systems Management Group (SMG).

Deploy network printers and maintain functionality.

Relocate or install new user equipment due to moves, office renovation, or construction and conduct IT equipment inventories and update associated databases.

Accurately report completed trouble-tickets into Global Service Center (GSC) Desk ServiceNOW software.

Knowledge and Skills :

Excellent verbal and written communication skills

Ability to organize and facilitate planning and demonstrations

Ability to track, manage, and ensure projects tasks are completed in a timely manner

Strong commitment to providing quality service

Excellent interpersonal, negotiation and communication (verbal and written) skills

Excellent organizational, time management and follow through skills

Ability to manage multiple competing priorities

Strong analytical and follow through skills

Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments

Ability to work well independently on defined tasks

Ability to work well as part of a team

Knowledge of ServiceNOW Ticketing / Global Service Center

Knowledge of PC Compatible Workstations and Laptops (DELL / HP) hardware

Knowledge of Laser, Inkjet printers

Knowledge of Active Directory

Knowledge of Remote Desktop

Basic knowledge of network troubleshooting (PING, Speedtests)

Basic SharePoint knowledge (Library, Contents, etc)

Knowledge of Windows 10 and 11 OS

Knowledge of MS Office 365

Technical Knowledge

Experience with call management system

Experience with creating and updating Helpdesk tickets.

Experience with ServiceNOW Ticketing / Global Service Center

Experience troubleshooting hardware issues with printers, laptops, and PCs

Experience in troubleshooting software issues such as applications and networks

Clearance / Citizenship :

Public Trust Tier-3

Must be US Citizen

Location :   Lovell Federal Health Care Center (FHCC), North Chicago, IL 60064