Help Desk Support Spec

WA River Protection Solutions; Richland (WA); On-site; USD 37,000 - 41,000; Full time

Benefits offered by this job

Medical/dental/vision

401(k) plan

Paid time off

Job summary

WA River Protection Solutions seeks a Tier-1 Help Desk Specialist in Richland, WA. You will diagnose, troubleshoot, and resolve desktop and software issues via call, chat, and web tickets, escalating to Tier-2/3 as needed.

You will coordinate with admins to resolve issues, manage changes to telephone services, and support VTC and telephony tasks on site. This on-site role is essential and may involve shift work.

Qualifications

• AA degree or an equivalent combination of education and experience in Information Technology.
• Excellent written and verbal communication including proper phone and video communication etiquette, active listening and calm demeanor to interact effectively and professionally with customers at all times.
• Possess problem solving, troubleshooting and analytical skills to assist users with IT issues.
• Highly dependable candidate with ability to demonstrate strong attendance, punctuality, and work ethic as both an individual and in collaboration with a team.
• Possess strong attention to detail in a highly technical environment.
• Must be coachable with the ability to look at issues from a variety of angles.
• Working knowledge of Windows operating system, Microsoft Office 365 (Outlook, Word, Excel, PowerPoint, etc.) SharePoint and Teams environment.
• Ability to obtain and maintain a Personal Identity Verification (PIV) Credential badge.

Responsibilities

• Diagnose, troubleshoot, and resolve desktop and software issues via call, chat, and web tickets.
• Interface with application and system administrators, subject matter experts, and other support levels to resolve issues.
• Manage changes to telephone services, such as call forwarding, voicemail updates, and move/add/change tasks.
• Serve as the point of contact for video teleconferencing (VTC) issues and coordinate with field support and engineers.
• Resolve telephony accounts and application issues, coordinating with Voice Engineer and others as needed.
• Assist with new and upgraded deployments of supported systems and applications.

Skills

Customer service

Problem solving

Communication

Teamwork

Attention to detail

PIV badge eligibility

Education

AA degree or equivalent IT education/experience

Tools

Windows OS

Microsoft 365

SharePoint

Teams

Remote access tools

Job description

Job Duties/Scope Of Work

This position is a Tier-1 single point of contact. Help Desk personnel provides diagnosis, troubleshooting, and resolution for customer desktop problems, including resolution of technical software problems. The help desk support includes multiple methods of input: call, chat, and web tickets. Requests that cannot be handled over the phone will be routed to the appropriate Tier-2/Tier3 support and/or subject matter experts/service providers as appropriate for resolution.

• Perform work using multiple methods such as call, chat, tickets, virtual environments (VDI/AVD), remote access and other network access types. Maintain provisioning, diagnosis, troubleshooting, and resolution for accounts, passwords, operating systems, network shares, applications, and printer problems. Provide IT support with the use of tools such as Microsoft remote assist, and Microsoft quick assist.
• Interface with application and system administrators, subject matter experts and other levels of support to resolve issues.
• Completing requests for changes to telephone services, such as setting up call forwarding, updating line appearances, add/remove/change voicemail, setting up speed dials, updating billing and location information with ANI/ALI 911 information. Working with move coordinators and other one Hanford contractors to arrange telephone Move/ Add/ Changes.
• Acting as the point of contact (POC) for video teleconferencing (VTC) issues and questions. Coordinate support with field support personnel and engineers, as appropriate.
• Resolve telephony accounts and application issues, working with Voice Engineer, and other levels of support and coordinate repairs with field support personnel and engineers.
• Assist with new and upgraded deployments of supported systems and applications.

This position is not eligible for telework and the selected candidates will work in a north Richland location. This position is deemed as essential and may include shift work.

Basic Qualifications

• AA degree -or- an equivalent combination of education and experience in Information Technology.
• Excellent written and verbal communication including proper phone and video communication etiquette, active listening and calm demeanor to interact effectively and professionally with customers at all times.
• Possess problem solving, troubleshooting and analytical skills to assist users with IT issues.
• Highly dependable candidate with ability to demonstrate strong attendance, punctuality, and work ethic as both an individual and in collaboration with a team.
• Possess strong attention to detail in a highly technical environment.
• Must be coachable with the ability to look at issues from a variety of angles.
• Working knowledge of Windows operating system, Microsoft Office 365 (Outlook, Word, Excel, PowerPoint, etc.) SharePoint and Teams environment.
• Ability to obtain and maintain a Personal Identity Verification (PIV) Credential badge.

Desired Qualifications

• Demonstrate experience and ability to manage multiple tasks simultaneously.
• Working knowledge of help desk ticketing systems and how to capture all critical data for help desk support requests. Including priority, categorization, resolution notes, and other data points.
• Experience at the Hanford site or familiarity with the HLAN Network.
• Strong organizational skills and effective in prioritizing tasks in high pressure situations.
• Working knowledge of fundamental operation of enterprise computing services.

Compensation & Benefits

Hourly Rate: $27.133

The pay rate listed represents the starting pay/hr. that may be offered, in accordance with the collective bargaining agreement.

HMIS offers a comprehensive benefits package that includes medical/dental/vision, short-and long-term disability, life insurance, 401(k) plan, and paid time off. For a full list of benefits please visit our benefits website: https://hmis.hanford.gov/hr/page.cfm/employeebenefits

HMIS is an EEOE/Females/Minorities/Veterans/Disabled/VEVRAA Federal Contractor.

HMIS is a veteran-friendly, VEVRAA Federal Contractor.

This contractor shall abide by the requirements of 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

Relocation Funding Provided No

U.S. Citizenship Required Yes

Clearance Required No

Job Classification HAMTC

Shift Work Required Yes

Equal Opportunity Clause