Senior Helpdesk Technician Location: Walter Reed Army Institute of Research, Silver Spring, MD Security Clearance: This position requires an Active Secret Clearance FLSA Classification: Exempt - Salaried Employment Class: Full Time Regular Position Summary: 1Prospect Technologies, LLC is seeking a qualified Senior Helpdesk Technician to provide support services for the Walter Reed Army Institute of Research (WRAIR) and will perform the following: Support Incident, Problem and Request Management processes leveraging the ITIL service framework and best-business practices. Provide End User Development (EUD) support service and incident resolution remotely and through touch-labor services to ensure that the end user operational environment is functional. Essential Duties & Responsibilities: Utilize the Global Service Center ticketing system for all request documentation and resolution. These tasks include but are not limited to installing and connecting desktops (PCs) and other peripherals to the network, wiping and rebuilding infected desktops, software installation (Operating System, MS Office Suite, anti-virus software, commercial-off-the-shelf (COTS) needed by the user for their work), assisting users with services and products. Work on government- owned or government approved desktops and peripherals. All trouble tickets shall be opened and closed in Global Service Desk ticketing system. Weekly reports of work completed and backlogged work shall be provided to the IMD management team. On a monthly basis the contractor shall review and evaluate Help Desk calls and trouble tickets to determine trends, determine if the knowledgebase needs to be updated with new information or procedures, and recommend solutions/process improvements. Repair desktops, printers, scanners and other peripherals. If repair parts are needed, the contractor shall identify the repair part(s) and provide a suggested source to the COR of IMD for their purchase. Document the problems and resolutions in the Global Service Center ticketing system. The Senior Helpdesk Technician shall image all new computers with the current approved WRAIR operating system. All avenues should be exhausted to fix corrupt Operating systems and would not reimage computers until it has been approved by the civilian head of that section. Will backup data before working on any equipment; make every effort to maintain the user's data without loss during repair of equipment Provide printer/Multifunction Device (MFD) support. Ensure all printers/MFD are configured in accordance with appropriate DISA STIG prior to adding to the network. Maintain and provide a report of all Help Desk calls and trouble tickets. Education & Experience Requirements: REQUIRED: Must possess an active security clearance at the Secret level Microsoft Support IT Professional (MCITP) certification MCTS: Windows 10, Configuration for Help Desk support Dell Corporation certification to perform warranty repair work: Dell Certified System Engineer (DCSE) CompTIA Security + certification Must be a US Citizen Knowledge, Skills & Abilities: Must have excellent oral, verbal, written communication skills Working Conditions/Working Environment/Physical Demands Services provided at government facility. Duties may be subject to change based on the needs of the government customer Other: Position contingent upon award of contract 1Prospect Technologies, LLC is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.