Help Desk Specialist - Intermediate

Location: Fort Belvoir, VA
Job Code: 1211
# of openings: 2

Description


 

Help Desk Specialist – Intermediate

Fort Belvoir Community Hospital (FBCH), Ft Belvoir Virginia

1Prospect is seeking a qualified Intermediate Help Desk Specialist to assist customers when they experience any procedural or operating difficulty with the use of IT applications, products or services in support of Medical Communication Infrastructure Technical Support Services to Ft Belvoir Community Hospital and its ancillary clinics within the National Capital Region Medical Directorate to include Dumfries Health Center, Dumfries, VA, Fairfax Health Center, Fairfax, VA and DiLorenzo Tricare Health Clinic, Arlington, VA.  

Duties and Responsibilities:

  • Troubleshoot and solve common network issues using physical and logical diagnostic tools.
  • Troubleshoot and solve common Microsoft based platforms (Windows XP, Windows 7, Microsoft Office Suite, Etc.) and common hardware used throughout FBCH (Dell, Lenovo, and HP).
  • Work within and between diverse technical teams knowledgeably and capably to resolve large-scale issues.
  • Record required customer and problem information into the Remedy Trouble Ticketing System. Updates tickets with appropriate journal entries of activities and closes tickets with resolution entered upon completion of the job.
  • Handle customer interactions with diplomacy and tact, gauging the customer’s technical ability and communicating with them in appropriate technical or non-technical language to resolve the issue.
  • Support incident, problem, and request management processes leveraging ITIL service framework with best-business practices.
  • Work independently on special projects.
  • (As needed) Identify and lead Help Desk level projects; work with the Project Management Office to provide technical support to projects.
  • Tie in knowledge and past experiences in solving problems that arise on the job particularly those relating to Active Directory (Account Management, Organizational Units, Mailbox Management, Exchange features), Network, LAN, and VLAN (troubleshooting and setting up printers on network, identifying network versus local based issues).
  • Participate in rotational On-Call service which provides after-hour support to high-priority tickets.
  • Lift and/or carry 5-50 lbs. and pushes/pulls carts, if necessary.
  • Favorable National Agency Check with Local Agency Check and Credit (NACLC) Investigation or Active Secret Clearance Required

Required Experience/Minimum Qualifications:

  • Must possess at least four (4) years of experience in a Help Desk Operations Team
  • Must have demonstrated incident, problem, and request management processes leveraging the Information Technology Infrastructure Library (ITIL) service framework and best-practices.
  • Must have demonstrated experience with a ticketing system (Remedy)
  • Must possess required certifications per DoD 8570.1M for privileged level access  
  • Active Secret Clearance

Preferred Experience:

  • Bachelor’s Degree in Information Systems, business, Communications or related field is preferred or four (4) years of equivalent experience
  • Experience working in Healthcare environment

·         Awareness of Governance methodologies commonly governing DoD organizations

1Prospect is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class.

Help Desk Specialist – Intermediate

Fort Belvoir Community Hospital (FBCH), Ft Belvoir Virginia

1Prospect is seeking a qualified Intermediate Help Desk Specialist to assist customers when they experience any procedural or operating difficulty with the use of IT applications, products or services in support of Medical Communication Infrastructure Technical Support Services to Ft Belvoir Community Hospital and its ancillary clinics within the National Capital Region Medical Directorate to include Dumfries Health Center, Dumfries, VA, Fairfax Health Center, Fairfax, VA and DiLorenzo Tricare Health Clinic, Arlington, VA.  

Duties and Responsibilities:

  • Troubleshoot and solve common network issues using physical and logical diagnostic tools.
  • Troubleshoot and solve common Microsoft based platforms (Windows XP, Windows 7, Microsoft Office Suite, Etc.) and common hardware used throughout FBCH (Dell, Lenovo, and HP).
  • Work within and between diverse technical teams knowledgeably and capably to resolve large-scale issues.
  • Record required customer and problem information into the Remedy Trouble Ticketing System. Updates tickets with appropriate journal entries of activities and closes tickets with resolution entered upon completion of the job.
  • Handle customer interactions with diplomacy and tact, gauging the customer’s technical ability and communicating with them in appropriate technical or non-technical language to resolve the issue.
  • Support incident, problem, and request management processes leveraging ITIL service framework with best-business practices.
  • Work independently on special projects.
  • (As needed) Identify and lead Help Desk level projects; work with the Project Management Office to provide technical support to projects.
  • Tie in knowledge and past experiences in solving problems that arise on the job particularly those relating to Active Directory (Account Management, Organizational Units, Mailbox Management, Exchange features), Network, LAN, and VLAN (troubleshooting and setting up printers on network, identifying network versus local based issues).
  • Participate in rotational On-Call service which provides after-hour support to high-priority tickets.
  • Lift and/or carry 5-50 lbs. and pushes/pulls carts, if necessary.
  • Favorable National Agency Check with Local Agency Check and Credit (NACLC) Investigation or Active Secret Clearance Required

Required Experience/Minimum Qualifications:

  • Must possess at least four (4) years of experience in a Help Desk Operations Team
  • Must have demonstrated incident, problem, and request management processes leveraging the Information Technology Infrastructure Library (ITIL) service framework and best-practices.
  • Must have demonstrated experience with a ticketing system (Remedy)
  • Must possess required certifications per DoD 8570.1M for privileged level access  
  • Active Secret Clearance

Preferred Experience:

  • Bachelor’s Degree in Information Systems, business, Communications or related field is preferred or four (4) years of equivalent experience
  • Experience working in Healthcare environment

·         Awareness of Governance methodologies commonly governing DoD organizations

1Prospect is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class.





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