Senior Helpdesk Specialist
Take2 Consulting, LLC, Fort Belvoir, VA, United States
Overview
Our client is seeking a Senior Helpdesk Specialist to support large-scale migration and operations on a large, high-profile DOD contract. The I3TS program provides enterprise-wide IT support to enable DTRA’s Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA’s internal and external mission partners operating in CONUS and OCONUS locations. In this role, a successful candidate will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems.
Education & Certification Requirements A bachelor’s degree is required, along with 8 years of relevant experience. Candidates must possess an active DOD Top Secret/SCI clearance and an Information Assurance Technician (IAT) Level II certification.
Clearance Requirements Top Secret/SCI
Onsite Requirements This role is on-site.
Responsibilities
Provide IT Service Desk support including installation, operation, maintenance, troubleshooting, and cybersecurity defense of data and applications in classified and unclassified environments.
Facilitate helpdesk tiers 1 & 2 staff in recognizing, identifying, isolating, and resolving issues with information systems products and services.
Utilize ITIL Process Framework principles and support troubleshooting connectivity issues, hardware, and software support through hands‑on and remote assistance.
Correlate events and incidents for effective management of IT services.
Deliver prompt and effective customer service to DTRA personnel, assisting with IT‑related issues.
Document and communicate service degradation or outage issues, helping with resolution efforts.
Follow ITSM and ITIL processes to ensure quality service delivery and resolution within SLA commitments.
Manage tickets, change requests, and work orders using Remedy and/or ServiceNow; ensure proper documentation.
Develop or coordinate Knowledge Base Articles (KBA).
Troubleshoot complex problems to determine root causes and apply appropriate fixes or work‑arounds.
Support new employees with setup of ADPE devices, network connectivity, account administration, and access to necessary systems.
Qualifications
8+ years of experience in IT support, including helpdesk operations and systems troubleshooting.
Experience with IT ticketing systems such as Remedy and ServiceNow.
Proficiency with ITIL processes and frameworks.
Knowledge of cybersecurity practices for classified systems.
Hands‑on experience supporting data centers with hardware, software, and network troubleshooting.
Demonstrated ability to meet service level goals and provide leadership on service metrics.
Experience briefing government clients and leadership regarding service desk performance and metrics.
Desired Skills
Systems or network administration experience in Windows Server and Cisco environments.
Familiarity with automated call distribution systems.
Certification in process‑based platforms such as ITIL, HDI, CoBIT, Lean Six Sigma, or Six Sigma.
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Education & Certification Requirements A bachelor’s degree is required, along with 8 years of relevant experience. Candidates must possess an active DOD Top Secret/SCI clearance and an Information Assurance Technician (IAT) Level II certification.
Clearance Requirements Top Secret/SCI
Onsite Requirements This role is on-site.
Responsibilities
Provide IT Service Desk support including installation, operation, maintenance, troubleshooting, and cybersecurity defense of data and applications in classified and unclassified environments.
Facilitate helpdesk tiers 1 & 2 staff in recognizing, identifying, isolating, and resolving issues with information systems products and services.
Utilize ITIL Process Framework principles and support troubleshooting connectivity issues, hardware, and software support through hands‑on and remote assistance.
Correlate events and incidents for effective management of IT services.
Deliver prompt and effective customer service to DTRA personnel, assisting with IT‑related issues.
Document and communicate service degradation or outage issues, helping with resolution efforts.
Follow ITSM and ITIL processes to ensure quality service delivery and resolution within SLA commitments.
Manage tickets, change requests, and work orders using Remedy and/or ServiceNow; ensure proper documentation.
Develop or coordinate Knowledge Base Articles (KBA).
Troubleshoot complex problems to determine root causes and apply appropriate fixes or work‑arounds.
Support new employees with setup of ADPE devices, network connectivity, account administration, and access to necessary systems.
Qualifications
8+ years of experience in IT support, including helpdesk operations and systems troubleshooting.
Experience with IT ticketing systems such as Remedy and ServiceNow.
Proficiency with ITIL processes and frameworks.
Knowledge of cybersecurity practices for classified systems.
Hands‑on experience supporting data centers with hardware, software, and network troubleshooting.
Demonstrated ability to meet service level goals and provide leadership on service metrics.
Experience briefing government clients and leadership regarding service desk performance and metrics.
Desired Skills
Systems or network administration experience in Windows Server and Cisco environments.
Familiarity with automated call distribution systems.
Certification in process‑based platforms such as ITIL, HDI, CoBIT, Lean Six Sigma, or Six Sigma.
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