HelpDesk Specialist II

AVIT Systems Inc.; Manassas (VA); In loco; USD 32.000 - 42.000; Tempo pieno

Descrizione del lavoro

AVIT Systems Inc. is seeking a Helpdesk Specialist to support DTRA NOSC by capturing and reporting IT service desk metrics, configuring and maintaining Remedy-based ticketing, and providing end-user software support.

The role includes remote access setup for telework and off-site operations, plus asset tracking from procurement to disposal for real-time accounting. The position requires lifting up to 50 lbs and coordinating security concerns with NOSC, with after-hours support as needed to

Competenze

• Capture and report IT service desk metrics for performance evaluation.
• Provide end-user software and application support.
• Coordinate security and situational awareness with DTRA NOSC.
• Handle remote access configuration and support for telework and off-site activities.
• Must be able to lift 50 lbs.

Mansioni

• Gathers feedback from service desk customers to assess satisfaction.
• Support after-hours call coverage as needed; after-hours hours vary.
• Maintain a web-based capability for ticket entry, tracking and escalation (Remedy).
• Provide asset tracking from procurement to disposal for real-time accounting.

Conoscenze

Customer support

End-user assistance

Troubleshooting

Remote access

Strumenti

Remedy ITSM

Descrizione del lavoro

Capture and reporting of IT Service Desk support metrics

Installation, configuration, maintenance and troubleshooting for all users of the DTRA systems

Maintain a web-based capability for DTRA users to enter, track and elevate Service Desk tickets, as well as self-service actions (currently using Remedy)

Remote access configuration and support for DTRA users and external customers as required (supporting telework, off‑site travel, and mission or contingency operations)

Install, configure, maintain, and troubleshoot computer peripherals

Provide tracking for all deployed IT assets from procurement to disposal to allow real‑time accounting of IT assets to both government and contractor personnel

Provide end‑user software and application support

Coordinate security and situational awareness concerns with DTRA NOSC

Provide technical assistance and customer support in the operations and maintenance of wireless voice and data services.

Must be able to lift 50 lbs.

The Helpdesk Specialist will gather feedback directly from the service desk customer regarding their level of satisfaction with the service provided. Survey responses will be voluntary for customers. The survey content will be reviewed and utilized in performance reviews.

Service Desk call answering after normal business hours (0600 – 1800) are currently covered by the NOSC. Support services are limited outside the normal business hours unless advance arrangements are made to support scheduled after hours activities.

Performance measures for this position focus on effectiveness, responsiveness, and overall customer satisfaction