- Professional
- Bureau à Fort Belvoir
Job Title: SR Help Desk Support Services Specialist (Queue Manager)
Location: Fort Belvoir, VA
Certifications: CompTIA Security+
Clearance: Active DoD Secret
Salary: $70k - $80k
Description:
The Fort Belvoir Community Hospital’s Information Management/ Information Technology (IM/IT) Department is looking for a Help Desk Technician to assist 2,500+ customers when they experience any procedural or operating difficulty with the use of IT applications, products or services. The key to success in this position is to effectively, professionally, and respectfully represent other IM/IT staff members, teams, and their services to the FBCH (client) community.
Responsibilities:
Troubleshoot and solve common network issues using physical and logical diagnostic tools.
Troubleshoot and solve common Microsoft based platforms (Windows, Microsoft Office Suite, Etc.) and common hardware used throughout FBCH (Dell, Lenovo, and HP).
Work within and between diverse technical teams knowledgeably and capably to resolve large-scale issues.
Record required customer and problem information into the ServiceNow Trouble Ticketing System. Updates tickets with appropriate journal entries of activities
and closes tickets with resolution entered upon completion of the job.
Handle customer interactions with diplomacy and tact, gauging the customer’s technical ability and communicating with them in appropriate technical or non-technical language to resolve the issue.
Support incident, problem, and request management processes leveraging ITIL service framework with best-business practices.
Work independently on special projects.
Tie in knowledge and past experiences in solving problems that arise on the job particularly those relating to Active Directory (Account Management, Organizational Units, Mailbox Management, Exchange features), Network, LAN, and VLAN (troubleshooting and setting up printers on network, identifying network versus local based issues).
Participate in rotational On-Call service which provides after-hour support to high-priority tickets.
BEAT LLC Provides an Extensive Benefits Package Including:
Matching 401(k)
Medical, Dental, Vision, and Life Insurance
Health Savings Account (HSA)
Short-Term and Long-Term Disability
Education Assistance
Paid Holidays, Paid Time Off, and Sick Time Off
