Help Desk Specialist, Senior bei Intelligent Waves LLC
Intelligent Waves LLC · Fort Belvoir, Vereinigte Staaten Von Amerika · Onsite
- Senior
- Optionales Büro in Fort Belvoir
Intelligent Waves is seeking a Tier 2 Help Desk Specialist to support a large-scale IT migration and ongoing operations for a high-profile DoD contract based in Fort Belvoir, VA. This program delivers enterprise-wide IT services that enable the organization’s Information Management & Technology Directorate to consolidate, modernize, and enhance mission capabilities. The team supports both CONUS and OCONUS partners, driving innovation and reliability across global operations.
In this role, you will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the organization's Data Center on both classified and unclassified systems
🌎 Location: Ft Belvoir, Va
✈️ Travel: None
🛡️ Clearance Requirement: TS/SCI
Intelligent Waves delivers mission-focused multi-domain operational expertise and innovation to the Government through high-impact technology solutions in cybersecurity, data science, enterprise network & systems engineering, software development, and cognitive human performance.
ANYTIME. ANYWHERE. ANY DOMAIN.
Since 2006, we have proudly served federal agencies including the Department of Defense. Our ability to operate globally in a wide range of environments, coupled with our deep understanding of customer needs and requirements, enables us to provide cost-effective solutions to support the most complex missions.
Adherence to all customer site protocols is mandatory for employees.
Technical Support & Troubleshooting
Troubleshoot, resolve, and escalate technical issues (deskside or remote) based on ticket assignments.
Analyze and troubleshoot complex problems, identify root causes, and apply effective fixes or workarounds.
Support onboarding for new employees by setting up ADPE (e.g., monitors, keyboards, VDI, laptops, phones, printers, VTC suites), ensuring network connectivity, and completing unresolved account administration tasks.
Service Management
Manage tickets using Remedy and/or ServiceNow for queue and work tracking.
Ensure all tickets, requests, and work orders are properly documented and remain within AQL/SLA commitments.
Correlate events and incidents for effective IT service management.
Follow ITSM and ITIL processes to ensure quality of service and timely resolution.
Customer Service & Communication
Provide efficient and prompt customer service to organizational personnel with IT-related issues.
Document and communicate degradation of services or outage issues to customers, and assist in resolution efforts.
Create or coordinate the development of Knowledge Base Articles (KBAs) to support recurring issues and process improvements.
- Active DoD Top Secret/SCI clearance.
- Bachelor’s degree with 8+ years of relevant experience, or Master’s degree with 6–10 years of experience (additional experience may be considered in lieu of a degree).
- Information Assurance Technician (IAT) Level II certification.
Proven background in IT customer service, including:
Minimum of 4 years working with IT ticketing systems.
At least 1 year of hands-on experience with remote desk takeover tools.
Demonstrated success in meeting service-level goals and performance targets.
Desired Qualifications
- Systems or network administration experience in Windows Server and/or Cisco environments
- Familiarity with automated call distribution systems
- Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc
Benefits
Intelligent Waves offers a generous benefits package including medical, dental, vision, paid PTO, life and disability insurance. We invest in our employees’ futures by contributing with vesting starting from DAY 1, technical training, tuition bonuses, and much more.
Clearance Statement
Applicants selected for this position will be subject to a government security investigation and must meet eligibility requirements for access to classified information. Only U.S. citizens are eligible for a security clearance. For this position, Intelligent Waves will consider only applicants with current security clearances or those eligible to obtain one.
Equal Employment Opportunity
Intelligent Waves LLC is an equal opportunity employer. We are committed to providing equal opportunity to all applicants and employees in full compliance with all applicable state and federal laws prohibiting discrimination based on race, color, age, sex, religion, national origin, disability, military and/or veteran status, or any other class protected by applicable state or federal law.
As an Affirmative Action and Equal Opportunity Employer, Intelligent Waves is committed to the full inclusion of all qualified candidates and employees. If you need reasonable accommodations for any part of the application or interview process, or to perform essential job functions, please contact [email protected].
A Veteran-Friendly Organization
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