Agil3 Technology Solutions, LLC
Helpdesk Support Senior - NSGB
Agil3 Technology Solutions, LLC, Virginia, Minnesota, United States, 55792
Overview
As the
Helpdesk Support (Senior)
(NSGB) you will act as a model of customer service excellence to all organizational staff members for the government. You will participate as part of a team of qualified professionals and interact daily with the customer to resolve IT issues that end-users may have with desktops, laptops, software installation, and other critical needs. You will participate in planning and implementing IT initiatives during this effort. The position resides in Naval Station Guantanamo Bay (NSGB), Cuba, with possible travel to the NCR occasionally. Highlights of Responsibilities
Provide IT Help Desk support using ITIL/ITSM 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. Maintain a professional appearance and demeanor during duty hours, official travel, and when working with the user community. Provide O&M support for desktop, laptop, and tablet information systems. Image information systems using the government-provided operating system image Provide onboarding and provisioning of new accounts and deprecation for users departing the organization. Submit tickets for all reported incidents, work orders, and service requests. Provide surge support to NSGB Users participating in court hearings, trial activities, and other events, as required. 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 in accordance with established policies and procedures. Support software requests, installation, and troubleshooting in accordance with established policies and procedures. Support mobile device requests, issuance, accountability, troubleshooting, and retrieval of government-approved processes. Provide PKI Trusted Agent (TA) support; this includes submitting new token requests, retrieving, issuing tokens, and the collection/turn-in of returned/expired tokens in accordance with policies. Provide VOIP and Secure VOIP troubleshooting, including port activation requests, connectivity, and 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, procuring replacement parts and consumables as required on a cost-reimbursable basis. Provide transportation, delivery, and setup of IT assets throughout the NCR and NSGB. Government transportation to Guantanamo Bay and for shipment of IT assets will be provided; setup may require use of Government vehicles in NSGB with an indemnity agreement. Provide desk-side training to end users for standard software and equipment issues, including demonstrations, quick start guides, and links to online IT training. Use Government-approved tools to report, document, administer, and resolve customer issues. Tools include: (1) BMC Remedy and ServiceNow for ticket submission, tracking, and routing; (2) Microsoft SharePoint as a knowledge management repository. Develop performance measurements, utilize the current service desk platform, and provide feedback to team members on customer service, communication, and technical skills to improve support quality. Utilize ITIL best practices to enhance and optimize services to end users. Manage the implementation of an enterprise knowledge base and knowledge management practices. Coordinate with IT support teams to resolve incidents/problems, fulfill service requests, and drive continuous improvement. Resolve customer issues effectively or escalate to appropriate support tiers. Assist management in assessing staff performance and changes; support the professional and technical development of the team. Requirements
Shall possess a TOP SECRET w/ SCI Eligible security clearance Strong customer service orientation Proven analytical and problem-solving abilities Ability to prioritize and execute tasks in a high-pressure environment Good written, oral, and interpersonal communication skills Ability to conduct research into PC and software issues and products as required Ability to present ideas in business-friendly and user-friendly language Highly self-motivated and directed Keen attention to detail Team-oriented and capable of working in a collaborative environment Education and Experience
Bachelor’s in Engineering, Computer Science or related fields Bachelor’s with 6 years of experience, or Master’s with 4 years of experience Required Certifications:
DoD8570.01M IAT Level II (one of the following): CCNA Security, CySA+, GICSP, GSEC, SSCP, CND, Security+ CE HDI or A+ related certifications relevant to personnel roles/responsibilities Preferred Certifications
DoD8570.01M IAT Level III (one of the following): CASP+ CE, CCNP Security, CISA, CISSP (or Associate), GCED, GCIH, CCSP VCP (VMware Certified Professional – Data Center Virtualization or End User Computing) ITIL Physical Requirements
This position requires the ability to perform essential functions including: Sitting for long periods Standing for long periods Ambulate throughout an office Stoop, kneel, crouch, or crawl as required Repeatedly lift and carry weights up to 50 pounds Company Overview
Agil3 Technology Solutions LLC (A3T) is a Northern Virginia based, ISO 9001:2018, ISO 20000 & ISO 27001 Certified, 8a, Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A3T has been recognized for growth and is seeking teammates to join. Benefits
Medical Insurance Dental Insurance Vision Insurance Life Insurance Short Term & Long-Term Disability 401k Retirement Savings Plan with Company Match Paid Holidays PTO Tuition and Professional Development Assistance Parking/Travel Reimbursement
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As the
Helpdesk Support (Senior)
(NSGB) you will act as a model of customer service excellence to all organizational staff members for the government. You will participate as part of a team of qualified professionals and interact daily with the customer to resolve IT issues that end-users may have with desktops, laptops, software installation, and other critical needs. You will participate in planning and implementing IT initiatives during this effort. The position resides in Naval Station Guantanamo Bay (NSGB), Cuba, with possible travel to the NCR occasionally. Highlights of Responsibilities
Provide IT Help Desk support using ITIL/ITSM 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. Maintain a professional appearance and demeanor during duty hours, official travel, and when working with the user community. Provide O&M support for desktop, laptop, and tablet information systems. Image information systems using the government-provided operating system image Provide onboarding and provisioning of new accounts and deprecation for users departing the organization. Submit tickets for all reported incidents, work orders, and service requests. Provide surge support to NSGB Users participating in court hearings, trial activities, and other events, as required. 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 in accordance with established policies and procedures. Support software requests, installation, and troubleshooting in accordance with established policies and procedures. Support mobile device requests, issuance, accountability, troubleshooting, and retrieval of government-approved processes. Provide PKI Trusted Agent (TA) support; this includes submitting new token requests, retrieving, issuing tokens, and the collection/turn-in of returned/expired tokens in accordance with policies. Provide VOIP and Secure VOIP troubleshooting, including port activation requests, connectivity, and 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, procuring replacement parts and consumables as required on a cost-reimbursable basis. Provide transportation, delivery, and setup of IT assets throughout the NCR and NSGB. Government transportation to Guantanamo Bay and for shipment of IT assets will be provided; setup may require use of Government vehicles in NSGB with an indemnity agreement. Provide desk-side training to end users for standard software and equipment issues, including demonstrations, quick start guides, and links to online IT training. Use Government-approved tools to report, document, administer, and resolve customer issues. Tools include: (1) BMC Remedy and ServiceNow for ticket submission, tracking, and routing; (2) Microsoft SharePoint as a knowledge management repository. Develop performance measurements, utilize the current service desk platform, and provide feedback to team members on customer service, communication, and technical skills to improve support quality. Utilize ITIL best practices to enhance and optimize services to end users. Manage the implementation of an enterprise knowledge base and knowledge management practices. Coordinate with IT support teams to resolve incidents/problems, fulfill service requests, and drive continuous improvement. Resolve customer issues effectively or escalate to appropriate support tiers. Assist management in assessing staff performance and changes; support the professional and technical development of the team. Requirements
Shall possess a TOP SECRET w/ SCI Eligible security clearance Strong customer service orientation Proven analytical and problem-solving abilities Ability to prioritize and execute tasks in a high-pressure environment Good written, oral, and interpersonal communication skills Ability to conduct research into PC and software issues and products as required Ability to present ideas in business-friendly and user-friendly language Highly self-motivated and directed Keen attention to detail Team-oriented and capable of working in a collaborative environment Education and Experience
Bachelor’s in Engineering, Computer Science or related fields Bachelor’s with 6 years of experience, or Master’s with 4 years of experience Required Certifications:
DoD8570.01M IAT Level II (one of the following): CCNA Security, CySA+, GICSP, GSEC, SSCP, CND, Security+ CE HDI or A+ related certifications relevant to personnel roles/responsibilities Preferred Certifications
DoD8570.01M IAT Level III (one of the following): CASP+ CE, CCNP Security, CISA, CISSP (or Associate), GCED, GCIH, CCSP VCP (VMware Certified Professional – Data Center Virtualization or End User Computing) ITIL Physical Requirements
This position requires the ability to perform essential functions including: Sitting for long periods Standing for long periods Ambulate throughout an office Stoop, kneel, crouch, or crawl as required Repeatedly lift and carry weights up to 50 pounds Company Overview
Agil3 Technology Solutions LLC (A3T) is a Northern Virginia based, ISO 9001:2018, ISO 20000 & ISO 27001 Certified, 8a, Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A3T has been recognized for growth and is seeking teammates to join. Benefits
Medical Insurance Dental Insurance Vision Insurance Life Insurance Short Term & Long-Term Disability 401k Retirement Savings Plan with Company Match Paid Holidays PTO Tuition and Professional Development Assistance Parking/Travel Reimbursement
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