IT Service Desk Specialist - Level II (Contingent Upon Contract Award) chez All Native Group

ANG is seeking an IT Service Desk Specialist - Level II to support the Defense Health Agency Information Technology Department at Walter Reed National Military Medical Center. This position is onsite at Bethesda, MD.  

Essential Functions

• Answers questions, analyzes problems, and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat. 
• Resolves computer software and hardware problems of users. 
• Acts as a contact for users having problems using computer software, hardware, and operating systems. 
• Acts as the escalation path to resolve moderate to highly complex technical issues. 
• Specializes in certain aspects of technologies to assist the customer base. 
• Provides support for call overflow during peak time or reduced staff during peak hours. 
• Level 2 performs more varied and difficult tasks compared to Level1 
• Serves as the first contact with customers who need technical assistance throughout WRNMMC.
• Performs troubleshooting PCs, Laptops, Printers, and other devices using different diagnostic techniques.
• Provide quick resolution and excellent customer service per the establish SLAs
• Redirects unresolved issues to Tier III technicians or escalate to GSC for next level support.
• Utilizes ServiceNow to manage tickets counts and respond to users.
• Maintains SOPs and service catalog on installation of software, configuration of hardware and problem troubleshooting Establishing a timeline and protocol for harder-to-solve problems.
• Obtains feedback and suggestions for workspace development.
• Establishes timelines and protocols for harder-to-solve problems.
• May be asked to staff the help desk or go to customer locations throughout the facility.
• May be assigned to unblock CACS
• May be assigned Entitlement Manager duties.
• Responsible for maintaining an accurate and complete Government asset inventory.
• Images new and returned desktops and laptops.
• Updates inventory database to reflect changes in incoming/outgoing desktops and laptops.
• Deploys laptops to customers as needed.
• Images and prepares portable devices including troubleshooting and repairs.
• Prepares and configures laptops for yearly In-Service Exams for multiple Directorates.
• Establishes timelines and protocols for harder-to-solve problems.
• May be asked to perform DRMO duties.
• May be asked to perform printer administrator duties.
• May be asked to staff the help desk or go to customer locations throughout the facility.
• Maintain existing Business and Clinical Systems
• Other duties as assigned. 

Capabilities

• Ensures compliance with command training and other employment requirements in accordance with all established policies, procedures, and guidelines used in the MTF
• Completes orientation and competency verification programs in accordance with departmental guidelines.
• Will report to the Team Lead(s) and Branch Chief. Will take direction from team leads as required in maintaining a safe environment for the staff and patient(s).
• When assigned, will serve, and participate in functions and other meetings. Provide relevant and timely information and assists with decision-making and process improvement.
• As required, participate in customer service initiatives activities
• When required, participate in the orientation, training, and evaluation of duty performance of newly assigned personnel, as appropriate.
• Promote patient and staff safety through adherence to accepted safety and infection control standards.
• Maintain a clean, safe, orderly, working environment.
• Perform other duties as assigned to include temporary assignment to other work units as needed.
• Once provided with "hands-on" experience, demonstrate working knowledge, and use of computerized systems, including Service Now, DMHRSi, and any clinical or business systems as needed.
• Obtain, maintain access to DMHRSi program and complete bi-weekly DMHRSi workload documentation. 

Supervisory Responsibility

None required for this position

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Must be able to remain in a stationary position 75% of the time.
• Occasionally moves about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Expresses or exchanges ideas by means of the spoken word.  Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly or quickly.
• Frequently moves standard office equipment up to 25 pounds.
• Must be able to work indoor conditions 90% of the time.
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type/Expected Hours of Work

This is a full-time position. Typical days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m.  Evening and weekend hours required, as required by business need.

Travel

Travel is primarily local during the business day, although some out of the area travel and overnight may be expected

Experience

• Four (4) years of experience demonstrating the required proficiency. 

Education

Bachelor’s degree and/or equivalency.

Additional Eligibility Qualifications

IAT II and CE  

Security Clearance

Public Trust

IT Security Designation: ADP/IT-II

Investigation Required: Tier 3 (T3)

Drugfree Workplace

All Native Group is a Drug Free Workplace. It is our policy that all new hires must successfully complete a pre-employment drug screen as a condition of employment.  In addition, all employees are subject to random drug screens throughout the term of their employment with All Native Group.

AAP/EEO Statement

All Native Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. However, preference may be extended to persons of Indian descent in accordance with applicable laws.

We value the skills and experience Veterans bring to the workplace and strongly encourage Veterans to apply.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.