Camp Robinson, AR
Education/Certifications: BA/BS degree (desired)
Years of Experience: 10+ years relevant experience (desired)
Clearance Level & Investigation: Secret
IA Cert Level (DoD 8570.01): DoDD 8140 within 6 months
Job Description:
The Help Desk Support Service Specialist – Senior is responsible for providing second-tier support to end-users for PC server, mainframe applications, and hardware. This role handles problems that the first tier of help desk support is unable to resolve and may interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. The Senior Help Desk Support Service Specialist simulates or recreates user problems to resolve operating difficulties; produces all mandated deliverables, such as quarterly technology trend reports, annual risk assessments, and other analyses that recommend system modifications to reduce user problem rates; and supports the full lifecycle of performance, from ticket intake and diagnosis to final resolution and customer follow-up. Additional responsibilities include, but are not limited to:
- Provide IT Helpdesk Support.
- Resolve helpdesk tickets as level 2 IT support for Customer staff and students related to PCs, office automation software, general office automation equipment, email, telecommunications, video teleconferencing, LAN services, and specialized applications.
- Resolve user problems through helpdesk tickets or calls to helpdesk.
- Resolve issues on user calls during initial call or create helpdesk ticket for issues requiring more than 20 minutes to resolve.
- Respond to helpdesk tickets within 24 hours of submission; follow up with customers within 48 hours of ticket completion to ensure resolution.
- Resolve helpdesk tickets in order of priority level established in helpdesk system.
- Deliver written analysis and proposed solution for customer-defined automation and communication needs within 15 business days of requests.
- Maintain hardware and software inventory list and deliver updated copy quarterly; provide annual report recommending hardware and software upgrades.
- Install equipment and software within 5 business days of receipt.
- Implement changes or improvements in area of responsibility (once vetted and approved through Customer IT technical team) within 5 days of notification.
- Deliver weekly status report of all cross-functional dependencies.
- Upon identification of critical risks that could cause immediate operational impact, formally notify Government via email within 1 hour; include description of risk, potential impact, and recommended mitigation plan.
- Deliver quarterly report analyzing helpdesk call trends that includes recommendations for user training based on new technologies.
- Deliver annual report with recommendations for equipment modification, maintenance, and upgrades.
- Implement approved modifications within 48 hours of receiving Government approval.
- Provide implementation assistance to Customer staff during implementation of major changes.
- Deliver technical design package for required system redesigns; deploy new designs upon approval of design package.
- Estimated 150+ reimaging tasks annually; average 5 IT installation tasks weekly on campus.
- Requires weekly communication and documentation of best practices and common fixes.
- Requires daily monitoring of helpdesk phone calls.