Tier 3 Helpdesk Support Specialist at Attainx Inc. in silver spring, Maryland

Job Description:

Job Title: Desktop Support Specialist - Tier 3 Support

Location: Hybrid-Remote (Silver Spring, MD)

Citizenship: US Citizen

Clearance: Ability to obtain a Government Clearance / Public Trust

AttainX, Inc. is in search of a highly energetic Help Desk Tier III specialist with strong communication and organizational skills to support our government client.

Qualifications and Education Requirements:

• Must have at least three (3) years of relevant experience providing technical support to users of Networking, Telecommunication, and computer systems
• Must hold Managing Modern Desktop certification (MD101 or higher) or Desktop Support, Tier 2 or 3 Help Desk Support, ServiceNow certification.
• Experience providing basic telephone support, including end user support related to voicemail setup etc
• Providing support with common applications, such as Microsoft Office Suite, Microsoft Project, Microsoft Visio, Microsoft Outlook, Adobe Acrobat, Chrome, Firefox, Gmail, and other approved Google Applications
• Experience providing intermediate and advanced IT troubleshooting methodologies, best practices and intermediate computer hardware and software support as required. This includes items such as desktop PCs, laptops, servers, printers, mobile devices (e.g. iPad, tablets), smartphones, and other devices
• Be fully aware of and possess the ability to implement the most recent version of ITIL help desk processes/procedures
• Must be able to obtain and maintain a US Security Clearance
• Strong verbal and written communication skills

Preferred Qualifications:

• Demonstrate experience to deliver technology solutions in a fast-paced in a deadline-driven enterprise environment
• Self-starter, highly motivated individual who adapts to a dynamic work environment
• Strong attention to detail with an ability to operate effectively across multiple priorities.
• Bachelors Degree in IT or relevant area of study

Job Duties:

The Desktop Support Specialist is responsible for providing customer support to users from our our US Government customer. Job duties include:

• Provide help desk day-to-day support and be the contact point between users, IT services, Tier 0/1 support, and third party support organizations
• Serve as the single point of contact to provide advice, guidance, and rapid restoration of services to the users following any service disruption
• Troubleshoot and provide resolutions to problems using all tools necessary to connect into computers when remote support is required while working with users on the phone to resolve a problem. Monitor and resolve all assigned trouble tickets through to closure
• Work with the Tier 0/1 support to ensure an electronic handoff and tracking of all tickets.
• Update trouble ticket logs with detailed notes including any design or configuration changes for any trouble calls/tickets assigned to the respective tier
• Provide basic telephone support, including end user support related to voicemail setup etc
• Provide support with common applications, such as Microsoft Office Suite, Microsoft Project, Microsoft Visio, Microsoft Outlook, Adobe Acrobat, Chrome, Firefox, Gmail, and other approved Google Applications
• Assign and administer all user accounts and access privileges to specific areas of data and assure security features are in place
• Provide intermediate and advanced IT troubleshooting methodologies, best practices and intermediate computer hardware and software support as required. This includes items such as desktop PCs, laptops, servers, printers, mobile devices (e.g. iPad, tablets), smartphones, and other devices
• Image, deploy, troubleshoot, patch and fix desktops, mobile devices (e.g. iPad, tablets), laptops, Smartphones, and other digital devices
• Perform "ground-up” rebuilds to pre-package updated operating system patches and vendor specific system drivers across the entire library of production images on a recurring schedule
• Provide and maintain an inventory of “temporary use/travel” loaner laptops and mobile devices at each site for domestic and international travel. Upon return, the laptop/mobile devices shall be scanned, cleaned, and returned back into the pool temporary use/travel inventory
• Make recommendations and establish compatible replacement hardware to meet the requirements for operations on the 8850 system, and maintain a database of equipment, including all applicable warranty information
• Provide, as directed end user training on all applicable hardware and software, including individual training and group training sessions
• Provide Video Teleconferencing (VTC) support for Google Hangouts (Meet)/Chromebox, WebEx, and any other system
• Operate, maintain, backup and troubleshoot existing conference room audio visual communication equipment in the Unified Communications Solution comprised of but not limited to:

• Monitors
• Projectors
• Telephone System
• Laptops
• Telephony System

Non-Essential Functions:

• General Duty Requirements

About Us

AttainX Inc. is SBA Certified 8(a), Women Owned Small Business (WOSB), Economically Disadvantaged WOSB (EDWOSB), CMMI Level 3, ISO 9001:2015 certified QMS and Silver Level SaFe Partner. For more than 12 years, AttainX, Inc. has delivered emergent technologies, software products, and high-quality services that meet the needs of our Federal Government customers.

The last 3 years have shown significant company growth as we have increased our contracts portfolio and hold the “Best in Class” contract vehicles, GSA MAS and OASIS Small Business and 8(a) Pools 1, 2 and 3. In addition, we are prime on several Agency Specific IDIQ’s and BPA’s with the National Oceanic and Atmospheric Administration, Department of Energy, Navy, Health and Human Service and the Defense Intelligence Agency.

AttainX is dedicated to quality and best practices for the services we provide. We understand our people are the key ingredient to ensuring our customers Mission and Goals are met with excellence.

Benefits

We are proud to offer competitive compensation and benefits packages to include paid vacation, medical, dental, vision, matching 401K plan, tuition/training reimbursement, and Long & Short Term Disability.

EEO Commitment:

AttainX is an equal employment opportunity/affirmative action employer, we are committed to providing a workplace that is free from discrimination based on race, color, ethnicity, religion, sex, national origin, age, marital status, sexual orientation, gender identity and expression, disability, veteran status, pregnancy, genetic information, or any other status protected by applicable federal, state, local, or international law. These protections also extend to applicants. Follow the links below to find out more;

EEO is Law Poster

EEO is Law Supplement

Pay Transparency Nondiscrimination Provision

Accommodations:

If you are an individual with a disability and would like to request a reasonable workplace accommodation, please send an email to Human Resources. Indicate the specifics of the assistance needed.

Physical Demands:

Sitting and working on a computer for long, continuous periods each day; effective communications by telephone, email, and face-to-face; standing, walking, and sitting; handling and feeling objects or controls; reaching; talking and hearing; lifting and/or moving up to 10 pounds; and specific vision abilities including close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust and focus.

Work Environment: The noise level in the work environment is usually moderate.

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