Helpdesk Specialist

Location: Silver Spring, MD
Job Code: 2016
# of Openings: 1



LongView International Technology Solutions (LongView)  is seeking a Helpdesk Specialist to join our  team supporting an Information Technology (IT) support service project. 

Essential Duties and Responsibilities:

  • Provide Tier II helpdesk support
  • Helpdesk support includes: incident, problem and request management processes
  • Knowledge and experience with ITIL service framework
  • Provide end user development support service and incident resolution remotely and through touch-labor service
  • Helpdesk specialists will coordinate with the Global Service center to resolve issues within the following: basic issues 4 hours; complex issues 8 hours; and peripheral requirements 72 hours.
  • Utilize the Global Service center ticketing system for all helpdesk tasking (documentation and resolution)
  • Helpdesk tasking includes: installing and connecting desktops (PCs) and other peripherals to the network, wiping and rebuilding infected desktops, software installation (Operating System, MS Office Suite, anti-virus software, commercial-off-the-shelf (COTS) needed by the user for their work), assisting users with services and products.
  • Experience working on government- owned or government approved desktops and peripherals.
  • Experience with following:  repair desktops, printers, scanners and other peripherals.
  • Perform Dell Inc warranty work
  • Experience with imaging all new computers with the current approved WRAIR operating system.
  • Provide printer / multifunctiondevice (MFD) support and ensure all printers / MFDs are configured in accordance with appropriate DISA SATIG prior to adding to the network.
  • Support  contract deliverables and documentation
  • Adhere to and abide by established configuration management policies
  • Resolve system performance issues, design and implementation of new requirements and scheduled system maintenance windows
  • Document and update Standard Operating Procedures (SOPs)
  • Provide input during classified requirements definition and requirements planning processes. 
  • Provide support to the Help Desk during normal business hours, with after hour support provided via phone.


Education/Clearance/Experience Requirements:

  • Bachelor’s degree in Computer Science, or related field or equivalent experience
  • 2 - 4 years in Systems or Network Administration or related discipline
  • Secret clearance required


Certification Requirements:

  • Security+
  • Microsoft certification (Microsoft Windows)





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