ValidaTek, Inc

Help Desk Technician - Tier II

Location US-VA-McLean
ID 2024-02-2124
Category
Information Technology
Position Type
Full-Time
Location Detail
Fully Remote

Company Overview

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

Summary

The Tier 2 Application Help Desk Specialist, will serve as the escalated support for applications phone and email support requests, and will provide direct administrator support in a 24/7 Help Desk environment. Provides phone support to users in areas which include e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications.  Serves as the initial point of contact for troubleshooting all IT related problems, including, SharePoint, 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.  Possesses and applies expertise on multiple complex work assignments which are broad in nature, requiring originality and innovation in determining how to accomplish tasks. Has the ability to apply a comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments. 

 

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. Must possess experience in one or mores systems and architectures and associated hardware: mainframe, mini, or client/server

Responsibilities

  • 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.
  • Supports Intranet sites built on SharePoint 2016 and SharePoint (MOSS) 2016
  • Provides SharePoint support to end users
  • 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.

Qualifications

  • Active DoD Secret Clearance
  • Advanced experience with Trouble Ticketing system(s)
  • At least two years of related help desk or technical support experience or a combination of college and work experience.
  • Ability to react to high priority problem calls, and interface with a variety of VIP’s and Executive level staff personnel.
  • Expert knowledge in MS OS:  Win 7, Win 10
  • Proficiency with Active Directory
  • Familiarity with SQL and database operations
  • Expertise in the use of enterprise tools for OS deployment, software distribution, back-up and disaster recovery, client setups for Applications and file recovery desired
  • Outstanding customer service Help Desk skills.

EEO Statement

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.

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