Help Desk; Senior - Arlington, VA

As the Helpdesk Support (Senior) (NCR), you will act as a model of customer service excellence to all organizational staff members. You will participate in a team of highly qualified professionals and interact daily with the customer to ensure productivity and resolve IT issues that the end-users may have with existing desktops, laptops, software installation issues, and other critical needs. Further, you will participate in the planning and implementing key IT initiatives anticipated during this effort.

Although this position resides in the NCR, there may be a requirement to travel to Naval Station Guantanamo Bay (NSGB) occasionally.

• Provide IT Help Desk support using the ITIL ITSM model during business hours.
• Provide IT support services and call triage, including First Call Resolution, Impact and Priority Based Incident Categorization
• Provide timely customer feedback, monitor/update assigned ticket status, and ensure warm hand-off and/or escalation
• Provide O&M support for desktop, laptop, and mobile information systems in all security domains. Note that you will maintain and manage the SAP system devices and their secure holding devices for this location
• Image information systems using the government-provided operating system image
• Participate in the planning and implementation of all initiatives for improving IT systems and domains. You will be the subject matter expert for all TJ/OCA operations, processes and IT device requirements for the J6 and the IT Team
• Provide onboarding and provisioning support of new accounts and IT devices; and access removal and materiel return for users departing the organization
• Submit tickets for all reported incidents, work orders, and service requests. Assist end users with ticket submission and resolution as assigned or accountable
• As required, provide surge support to NSGB for Users participating in court hearings, trial activities, and other events
• Provide VTC support for scheduling, call setup, testing, and troubleshooting measures
• Facilitate mapping and troubleshooting user access to shared network resources
• Support computer peripheral device requests, installation, and troubleshooting IAW established policies and procedures
• Support software requests, installation, and troubleshooting IAW established policies and procedures
• Support mobile device requests, issuance, accountability, troubleshooting, and retrieval of IAW government-approved processes
• Provide PKI Trusted Agent (TA) support; this 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.
• Submit 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.
• 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. Transportation, delivery, and setup of IT assets throughout NSGB and the NCR will require the contractor to use Government vehicles and to sign an indemnity agreement
• As requested, provide desk-side training to the end user for standard software and equipment issues. 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
• Will utilize Government approved tools to accurately report, document, administer, and resolve customer issues.
• Government-provided tools include, but are not limited to, the following:
  Service Now (SNOW) for ticket submission, tracking, and routing;
  Microsoft SharePoint as a knowledge management repository for SOPs.
• Develop performance measurements (goals/metrics/reports) utilizing the current service desk platform and facilitate a feedback system to team members on customer service, communication, and technical skills, to enhance the quality of support delivered
• Utilize ITIL best practices to enhance and optimize the services provided to end users
• Use the enterprise knowledge base and knowledge management systems (SharePoint)
• Coordinate with support teams to resolve customer incidents/problems, fulfill service requests, and institute continuous improvement initiatives and methods
• Resolve customer issues effectively or escalate them to appropriate support tiers
• Work with management in assessing staff performance/reviews/changes
• Assist in the professional and technical development of the team
• Maintain a professional appearance and demeanor during duty hours, official travel, and when working with the user community

• Shall possess a TOP SECRET w/ SCI Eligible security clearance
• Strong customer service orientation
• Proven…