Help Desk Spec II

Location: Patuxent River, MD 20670

Clearance Level: Active DoD – Interim Secret

Required Certification(s):

• CompTIA Security+ (DoD-approved information assurance workforce certifications appropriate for each category and level as listed in the current version of DoD 8570.01-M; IAT II.)
• Appropriate operating system certification for information assurance technical positions as required by DoD 8570.01-M.

The mission at NHCPR is to provide health protection through readiness, operational support, health promotion, and quality family-centered care to all those entrusted to us. NHCPR is recognized as a center of excellence for ambulatory care. NHCPR is comprised of the main clinic compound, NAS Patuxent River, three Branch Health Clinics, and other remote sites on NAS Patuxent River, NSWC Dahlgren, NSWC Indian Head, and Navy DET MGMCSC.

The Helpdesk provides exceptional customer service and support via telephone and deskside support. They are responsible for activities including, but not limited to, processing service tickets related to computer problems, domain account / access, password resets, mapping to shared drives/printers and various computer peripherals.

• Collaborates with customers to resolve application, printer, or computer problems as needed.
• Resolves customer calls with account access problems, level 1 troubleshooting and resolution including, but not limited to Active Directory/ ARS, Defense Enterprise Email (DEE) and other supported systems within 4 hours. All actions shall be documented in the NHCPR Trouble Ticket system.
• Supports end user devices including personal computers (PCs), printers, other peripheral devices, as well as mobile computing devices.
• Assists customers with Desktop application installation, maintenance, and troubleshooting.
• Sets up, administers, troubleshoots, and resolves issues with end user devices for Local Area Network (LAN) and remote access connectivity including secure client connectivity, wireless and wired connections. This includes desktop, laptop, tablet computing devices.
• Provides in-depth troubleshooting and problem analysis with end users.
• Coordinates with end users regarding installation of software patch version upgrades or with installation of hardware drivers for legacy deployed software.
• Installs and deploys new PCs, laptops, and tablets including performing data migration, if needed.
• Provides customer support with excellent customer service.
• Researches future equipment needs and provides data to COR as required.
• Produces and updates, as necessary, IT “how to” documentation for end users on an as needed basis.
• Installs and troubleshoots IP cameras, such as Cisco, Jabbers and other desktop cameras used for performs in depth troubleshooting and problem analysis as needed on a daily basis with all action steps documented each step in trouble ticket system.
• Performs Software patch version upgrades and hardware driver installations as needed on a daily basis.
• Responsible for deploying new or upgraded operating systems, applications or other software as required.

Required Certifications

• CompTIA Security+ (DoD-approved information assurance workforce certifications appropriate for each category and level as listed in the current version of DoD 8570.01-M; IAT II.)
• Appropriate operating system certification for information assurance technical positions as required by DoD 8570.01-M.

Education, Background, and Years of Experience

• Minimum of 2 years’ experience with hands on training in current applications; hardware experience highly desired.

• Critical thinking and problem solving skills.
• Ability to work independently and as a team.
• Understands e-mail, IP, voice applications, and Cisco VTC equipment.
• Knowledge of printer functions, connectivity, and skill set of basic troubleshooting of printing and scanning devices including, but not limited to, networked Multifunction Devices (MFD).
• Working knowledge of software packages including the Microsoft Office bundle, present and future releases.
• Understanding of network essentials, troubleshooting network and cable connectivity.
• Basic troubleshooting…