Help Desk Support Specialist, Mid / Workflow Management

Location: Springfield, VA
Education and Experience Required:
Requires a Bachelor's degree in Engineering, Computer Science, or a related field with at least three (3) years of related experience. Four (4) years of related experience may be substituted for a degree.

Clearance Required:
Must be a U.S. Citizen and possess a current and active Top Secret clearance with SCI access and CI Polygraph granted by the Department of Defense or an Intelligence Community agency

Job Location:
Springfield, VA (NGA New Campus East-NCE) or St. Louis, MO (NGA New Campus West-NCW)

Background:
A Federal Services information technology (IT) customer requires support of the enterprise IT environment. Under this contract, Assured Consulting provides direct assistance to the customer in IT services ranging from process engineering to systems administration with a core focus on customer engagement and satisfaction resulting in expedited throughput and deployment of mission based assets and services. 

Assured Consulting Solutions is seeking a highly motivated Help Desk Support Specialist to provide workflow management support. Job responsibilities will include, but are not limited to:
  • ​Perform workflow management to monitor and support ticket workflows, including Incident, Change, and Problem Management;
  • Balance workloads, monitor, and support the management of the Change, Incident, and Problem Management processes;
  • Review, assign, monitor, reconcile, and support the management of tickets throughout their life cycle; 
  • Interface with IT service providers to ensure smooth and timely resolution of trouble tickets, reporting unresolved tickets older than Unified EM IPT-established standards to the Government EM Lead for remediation;
  • ​Responsible for providing technical assistance and support related to computer systems, hardware, or software;
  • Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution;
  • Writes training manuals and trains computer users;
  • Responds to email or chat messages for customers seeking help;
  • Asks questions to determine nature of problem;
  • Walks customers through problem-solving process;
  • Runs diagnostic programs to resolve problems;
  • Follows up with customers to ensure issue has been resolved;
  • Gains feedback from customers about system usage;
  • Runs reports to determine malfunctions that continue to occur
 
Job Requirements:
  • DoD 8570 Compliance IAT I (SSCP, A+ CE, CCNA-Security, Network+ CE) with the appropriate Enterprise Desktop Support Technician computing environment certificate (currently MCIPT: Enterprise Desktop Support Technician on Windows 7) for the tools and devices supported
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