Help Desk Specialist II
Requisition #:HELPD003491Job Title:Help DeskSpecialist IILocation:Patuxent River, MD 20670Clearance Level:Active DoD -SecretRequired Certification(s):The required certifications shall be in accordance with DoD approved IA baseline certification IAT Level 2, as stated in DoD 8570.1M/DoDD 8140. An individual needs to only have one of the approved certifications. The list of approved certifications includes: CCNA Security, CSA+, GICSP, GSEC, Or SEC+ CE.Appropriate operating system certification (Microsoft/Windows) for information assurance technical positions as required by DoD 8570.01-M.**Selected applicantsmay be subject to a government security investigation and must meet eligibility requirements for access to classified information. **SUMMARYThe mission at NHCPR is to provide health protection through readiness, operational support, health promotion, and quality family-centered care to all those entrusted to us.NHCPR is recognized as a center of excellence for ambulatory care. NHCPR is comprised of the main clinic compound, NAS Patuxent River, three (3) Branch Health Clinics, and other remote sites on NAS Patuxent River, NSWC Dahlgren, NSWC Indian Head, and Navy DET MGMCSC.DUTIESCollaborates with customers to resolve application, printer, or computer problems as needed.Resolves customer calls with account access problems, level 1 troubleshooting and resolution including, but not limited to Active Directory/ ARS, Defense Enterprise Email (DEE), and other supported systems within 4 hours. All actions shall be documented in the NHCPR Trouble Ticket system.Supports end-user devices including personal computers (PCs), printers, other peripheral devices, as well as mobile computing devices, as allowed by the Department of Defense (DoD), Department of Navy(DoN) and Local instructions and regulations.Assists customers with Desktop application installation, maintenance, and troubleshooting.Setups, administers, troubleshoots, and resolves issues with end-user devices for Local AreaNetwork (LAN) and remote access connectivity including secure client connectivity, and wireless and wired connections. This includes desktop, laptop, and tablet computing devices.Provides in-depth troubleshooting and problem analysis with end users.Coordinates with end users regarding the installation of software patch version upgrades or with the installation of hardware drivers for legacy deployed software.Installs and deploys new PCs, laptops, and tablets including performing data migration, if needed.Answers and resolves customer applications for printer or hardware problems within one hour of request for minor problems. More complex problems such as hard drive failure, motherboard failure, and re-imaging of PC may take up to 72 hours to resolve.ALL PATIENT IMPACT SERVICE CALLS MUST BE ADDRESSED AND RESOLVED IMMEDIATELY WITH COMPLETE RESOLUTION AND CLOSURE OF CALL WITHIN 48 HOURS.Informs the COR of potential changes to devices.Provides Customer support with excellent customer service.Researches future equipment needs and provides data to COR as required.Keeps abreast of any changes in NHCPR equipment and any new features provided by those assets.Produces and updates, as necessary, IT "how to" documentation for end users on an as-needed basis.Installs and troubleshoots IP cameras, such as Cisco, Jabbers, and other desktop cameras used for Direct Connect On-Line (DCO) located throughout the command.Performs in-depth troubleshooting and problem analysis as needed on a daily basis with all action steps documented each me in the trouble ticket system.Performs Software patch version upgrades and hardware driver installations as needed on a daily basis.Documents Workload results and issues as it relates to the performance of duties 1. and present to COR.Responsible for deploying new or upgraded operating systems, applications, or other software as required.h4h4Education and CertificationsThe required certifications shall be in accordance with DoD approved IA baseline certification IAT Level 2, as stated in DoD 8570.1M/DoDD 8140. An individual needs to only have one of the approved certifications. The list of approved certifications includes: CCNA Security, CSA+, GICSP, GSEC, Or SEC+ CE.Appropriate operating system certification (Microsoft/Windows) for information assurance technical positions as required by DoD 8570.01-M.Minimum Education required is a High School Diploma or GED.Background Needed and Years of Experience*Minimum of 2 years experience with hands-on training in current applications; hardware experience highly desired.h4h4Must-Have Technical SkillsUnderstands e-mail, IP, voice applications, and Cisco VTC equipment.Works with Inventory Manager to maintain an accurate database of hardware and accessories with the communications skills to keep the Inventory Manager and COR aware of the needs and requirements of the program.Knowledge of printer functions, connectivity, and skill set of basic troubleshooting of printing and scanning devices including, but not limited to, networked Multifunction Devices (MFD).Working knowledge of software packages including the Microsoft Office bundle, and present and future releases.Understanding of network essentials, troubleshooting network, and cable connectivity.Basic troubleshooting knowledge of mobile computing devices such as tablet PCs, and notebook PCsFirm working knowledge of Windows 10 and later OSs (to include all current versions of Windows) and will stay abreast of Windows advancements and be familiar with future versions of Windows, which will be at no additional cost to the Government.Knowledge of installation and troubleshooting IP cameras and VTC equipmentNon-Technical SkillsExperience with documentation within an electronic trouble ticket system or other designated method(s).Must be able to exhibit a positive outlook to create a positive environment.Must be able to conduct business with integrity and moral courage.Must possess a desire to consistently improve competency in technical and professional matters.Must be able to be subservient to mission requirements.Must be a proficient performer as an individual and as a team.Must exhibit the willingness to be proactive with customer needs.Must be able to exercise initiative in taking appropriate lawful actions in the absence of detailed directives.Must have the ability to work flexible hours (normal shift is a 9-hour block between 7am and 6pm).Must be personable and professional to be able to interact with a wide range of customers in different environments.Strong communication skills (both verbal and written) and ability to communicate effectively with business owners in escalated or tense situations.Strong analytical and problem-solving skills.Flexibility and positive attitude to achieve tight deadlines in a dynamic and fast paced environment.Rapidly adapt and respond to changes in environment and priorities.Strong sense of personal responsibility and accountability for delivering high quality work.h4h4Working ConditionsContractor site with 0%-10% travel possible.Possible off-hours work to support releases and outages.General office environment. Work is generally considered medium in nature, and will require standing and walking to visit customers. The working environment is generally favorable.Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.Work is generally performed within an office environment, with standard office equipment available.Strength DemandsMedium - 50 lbs.Maximum lifting with frequent lift/carry up to 25 lbs.Physical RequirementsStand or SitWalkRepetitive MotionUse Hands / Fingers to Handle or FeelStoop, Kneel, Crouch, or CrawlTalk or HearSeePush or PullCOVID-19 Vaccinations RequirementsAs a federal contractor, Agile Defense is subject to any federal vaccine mandates or other customer/facility vaccination requirements. As such, to protect the health and safety of its employees and to comply with customer requirements, Agile Defense may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.About Us!Agile Defense is an Information Technology Solutions provider committed to partnering with our customers to deliver the highest level of service to our customers. We provided Information Technology (IT) services to the US Government, including several United States Civil agencies and various branches within the US Department of Defense.Agile Defense has established a solid reputation of partnering with our customers to deliver innovative IT solutions with our "Listen. Think. Innovate." philosophy.At Agile Defense, we know that our employees are our most important asset. We believe in our responsibility to our fellow employees, customers, the company, and to our country. We promote teamwork, integrity, and creativity; we expect our fellow employees to also live these values.Agile Defense, Inc. does not discriminate in practices or employment opportunities on the basis of an individual's race, color, national or ethnic origin, religion, age, sex, gender, sexual orientation, marital status, veteran status, disability, or any other proscribed category set forth in federal or state regulations.