Help Desk Specialist - Washington
Core
Provide onsite and remote technical support, manage IT service requests, monitor infrastructure, and support hardware/software for government clients (WMATA, MEMC).
Role type
Help Desk Specialist II (Tier 1/2 support)
Builds
IT service tickets, resolved user issues, infrastructure monitoring reports
Domain
Federal IT / Government Services
Required skills
OSI model knowledge, network device troubleshooting, Active Directory, Microsoft Office 365, incident management tools (BMC Remedy), endpoint imaging, Moves/Adds/Changes (MAC), enterprise monitoring tools
Preferred skills
Microsoft Office Specialist certification, ITIL v3 Foundations, Help Desk Institute HDA/CSR, travel to government locations
Technologies
Active Directory, Citrix, Cisco, BMC Remedy, Microsoft Office 365, SCCM, BlackBerry MaaS360, NetScreen VPN
Responsibilities
Receive and manage customer IT service requests via multiple channels; monitor infrastructure and manage critical events; troubleshoot and triage service requests in person or remotely; support PC refresh programs including hardware setup and data migration; coordinate with engineering teams to restore service; perform Moves, Adds, and Changes (MAC); support Tier I during high demand periods.
Seniority
Mid-level, hands-on IC