What are the responsibilities and job description for the Service Desk (Help Desk) position at TM3 Solutions Inc?
JOB DESCRIPTION :
Provide IT Help Desk support using the Information Technology Infrastructure Library (ITIL) Information Technology Service Management (ITSM) model during for our OMC customer.
ROLE AND RESPONSIBILITIES :
Provide IT support services and call triage including First Call Resolution, Impact and Priority Based Incident Categorization.
Provide timely customer feedback, monitor / update the status of assigned tickets, and ensure warm hand-off and / or ticket escalation.
Maintain a professional appearance and demeanor during duty hours, official travel, and when working with the user community.
Provide O&M support for OMC desktop, laptop, and tablet information systems.
Image information systems using government provided operating system images.
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. They are required to utilize Government approved tools to accurately report, document, administer, and resolve customer issues.
Must have working knowledge of the following tools :
BMC Remedy for ticket tracking and routing; and Microsoft SharePoint, as a knowledge management repository for SOP’s.
Provide surge support to NSGB in support of OMC Users participating in court hearings, trial activities, and other events as required.
Provide VTC support for scheduling, call setup, testing, and troubleshooting measures.
Facilitate mapping and troubleshooting user access to shared network resources.
Provide support for computer peripheral device requests, installation, and troubleshooting IAW established policies and procedures.
Provide support for software requests, installation, and troubleshooting IAW established policies and procedures.
Provide support for mobile device requests, issuance, accountability, troubleshooting, and retrieval IAW government approved processes.
Provide PKI Trusted Agent (TA) support, this is 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.
Provide desk side training to the end user for standard software and equipment issues as requested. 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.
QUALIFICATIONS AND EDUCATION REQUIREMENTS :
Must be US Citizen
Active Top Secret SCI Clearance
Bachelors Degree in Computer Science or related field preferred or 5 years of experience delivering tasks of a similar size / scope
REQUIRED CERTIFICATIONS :
Must be IAT Level II (applicant will at least have one of the following certs) :
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