What are the responsibilities and job description for the Helpdesk Specialist Tier II position at Global Enterprise Services, LLC?
GES is seeking an Intermediate Helpdesk Specialist to support large-scale migration and operations on a large, high-profile DOD contract. The I3TS program provides enterprise-wide IT support to enable DTRA’s Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA’s internal and external mission partners operating in CONUS and OCONUS locations.
In this role, a successful candidate you will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems.
You will serve as the initial point of contact for IT-related problems and incidents. In this capacity you will provide phone, online and deskside support to users, performing technical triage, troubleshooting, resolving the issues, and following escalation protocols as necessary.
Additional duties will include:
- Provide great and prompt customer service to DTRA personnel by assisting them with IT-related issues.
- Document and communicate degradation of services or outage issues information to customers and help with resolution.
- Analyze, troubleshot, and resolve tickets based on the Help Desk allocation process.
- Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.
- Ensure your assigned tickets stay within the program’s AQL/SLA commitments.
- Open and close tickets in Remedy and/or Service Now.
- Ensure all tickets, requests, and work orders are properly documented.
- Create or coordinate the development of Knowledge Base Articles (KBA)
- Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds.
- Provide support for new employees setting up ADPE (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services.
Basic Qualifications:
- Bachelors Degree with 8 years of relevant experience or a Masters Degree with 6 years of experience. Additional experience will be considered in lieu of a degree.
- Active DOD Secret clearance
- Information Assurance Technician (IAT) Level II
- Experience in IT customer service including two (2) years of IT ticketing system experience and one (1) year of experience in remote desk takeover tools and usage.
- Experience meeting service level goals and targets.
Desired Qualifications
- Experience with Office 365, remote desktop applications, and experience with Windows Server and Cisco networking
- Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.
