At ValidaTek, we modernize and optimize IT services to solve some of the most critical challenges facing federal civilian and defense agencies. From customers to partners to top-talent employees, ValidaTek puts people first, empowering them to exceed expectations and transform government organizations. Our success starts and ends with our people, so we built a company where great people can do great things, with the resources and autonomy to make decisions that transform organizations. We operate as one team of diverse people, united by a passion for continuous growth and optimization. Our commitment to quality and performance optimization is the reason why our IT Service Projects and New Development Projects have been appraised at CMMI Maturity Level 5, positioning us as one of a handful of elite companies to receive the highest form of third-party validation. www.validatek.com

The Help Desk Specialist - Tier II, will serve as the escalated support for applications phone and email support requests, and will provide direct on-site and remote administrator support as well as limited audio/visual support, and limited mobile phone/asset management support in a Help Desk environment. Serves as the initial point of contact for troubleshooting all IT related problems, including, hardware/software and passwords. Monitor and Report Network and Application Status to ensure availability. Assist engineers in identifying/resolving problems to ensure that the network and applications are up and online. Provide site management, and ensure systems are operational. Evaluates performance results and recommends major changes affecting short-term project growth and success.

Provides support for implementation, troubleshooting and maintenance of IT systems. Manages IT system infrastructure and any processes related to these systems. Provides support to IT systems including: day-to-day operations, monitoring and problem resolution for all of the client problems.
Provides second level problem identification, diagnosis and resolution of problems. Provides support for the dispatch system and hardware problems and remain involved in the resolution process. Provides support for the escalation and communication of status to agency management and internal customers.   

• Answer correspondence from users relating to computer and applications problems, work on providing resolution, and will escalate as appropriate.
• Enter and track issues within agency trouble ticketing system.
• Addressing and correcting any hardware, software or connection issues.
• Supporting Desktop and Laptop users and solves problems with Microsoft, Adobe, Roxio and other deployed software.
• Resolving problems through customer education, training and direct assistance.
• Ensuring backup, recover and data restoration from workstations for customers during upgrades or when a problem with the system is diagnosed.
• Responding and correcting formatting for printing and all other peripheral issues as they arise.
• Providing phone and in-person support to users for various systems, including e-mail, LAN/WAN, user account administration, active directory, standard desktop images and applications, COTS and GOTS applications.
• Serving as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems.
• Document problems and resolutions worked on in a timely and efficient manner. 
• Notify appropriate IT staff of more serious network/infrastructure problems and work with them toward resolution.  
• Support customer’s access requests issues through in-house developed tools.
• Assist IT staff with development and administration of the IT Help Desk function.
• Obtain customer feedback information.
• Effectively communicate customer issues and concerns to all applicable internal staff members.
• Document all contacts, actions, and responses in customer database.
• Organize and maintain file system; files correspondence and perform other duties as assigned.
• Maintain working knowledge of products and/or services.
• Performs other duties as assigned by supervisor.

• Must possess an active DoD Secret Clearance. 
• Must possess a DoD 8570 IAT Level II or III certification, i.e. Security+ CE.
• At least three years of related help desk or technical support experience.
• Ability to react to high priority problem calls and interface with a variety of Executive level staff personnel.
• Proficiency with MS Office software systems and MS Project.
• Possess knowledge of workstation administration and management including imaging.
• Basic network support experience to include account administration in active directory environment.
• Commitment to excellence and high standards.
• Strong organizational skills; able to manage priorities and workflow and provide documentation.
• Ability to work independently and as a member of various teams and committees.
• Ability to understand and follow written and oral instructions.
• Acute attention to detail.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Outstanding customer service Help Desk skills.

Preferred:

• Bachelor’s Degree.
• Active DoD Secret Clearance.
• ITIL Foundations certification.
• Knowledge of ServiceNow, Remedy, or other trouble ticket software.

ValidaTek is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.

Applicants who are selected for employment will be required to verify authorization to work in the United States.

Offers of employment will be contingent upon passing a post-offer background check.