Help Desk Support, Tier II DeskSide Support Alexandria, Virginia Remote Type

Help Desk Support, Tier II DeskSide Support Location: Alexandria, VAWork Environment: On-site with potential for authorized teleworkClearance Required: SecretStatus: FundedInfo Gain Consulting is currently seeking an exceptional Help Desk Support Tier II DeskSide Support specialist to join our team and provide invaluable support to the Department of Defense Office of Inspector General (DoD OIG) Information Technology Support Services contract.To be eligible for this position, candidates must have a Secret clearance and possess U.S. Citizenship without the need for sponsorship, both now and in the future. Applicants without proof of U.S. Citizenship will not be considered due to the position's security clearance requirements.Job Duties and ResponsibilitiesProvide Tier II level Information Technology (IT) support and trouble call resolution for all issues elevated from Tier I supportDocument incidents using the DoD OIG ticket tracking system and create and publish knowledge base articles when applicableMeet DoD OIG established service level metrics for call response, technical support, and customer serviceResolve trouble calls using desk-side support, remote desktop, phone, and through emailRespond to requests for network account modifications for account creation, configuration, deletions, and password or Personal Identification Number (PIN) resetsImage computer systems for desktops, laptops, tablets, and thin client computers with DoD OIG system imagesPerform computer re-imaging, assist users with data backup and restore, and installation of software applicationsSetup computer systems with external monitors, switch boxes, keyboards, mice, printers, or any other approved external peripheralsAssist with the set-up of IT in training classrooms and conference rooms as requiredPerform the manual installation of approved software, software patches, and security updates to client systems when requiredPerform troubleshooting of incidents and issues on approved software applications, computer systems, printers, scanners, and other approved connected peripheralsMonitor logs and automated systems for DoD OIG IT system outages and incidents affecting multiple end users and initiate incident response proceduresComplete desktop support requests within five business days upon receipt of Help Desk ticketFulfill urgent loaner laptop requests due to repair within one business day upon receipt of Help Desk ticket for Headquarters personnelProvide urgent extra or spare laptop computers to field office locations within three business daysComplete standard loaner laptop and other equipment requests within three business days upon receipt of Help Desk ticketComplete standard approved hardware or software installation within five business days upon receipt of Help Desk ticketFulfill new equipment approval and issuance in ten business daysComplete network account requests (add, modify, delete) within five business days upon receipt of Help Desk ticketComplete data recovery for workstation within five business days upon receipt of Help Desk ticket and receipt of hard drive requiring data recoveryTravel may be required within the Continental United States (CONUS) and the National Capital Region (NCR)Required QualificationsMinimum 3 to 5 years of experience providing Tier II help desk or deskside supportExperience troubleshooting and resolving issues escalated from Tier I supportExperience with ticket tracking systems and documenting technical issuesExperience providing deskside support at customer locations including offices, cubicles, and off‐site locationsExperience with computer imaging and deployment of desktop operating systemsExperience performing network account administration tasks including account creation, modification, and deletionExperience installing and configuring desktop hardware including computers, monitors, printers, scanners, and peripheralsExperience with software installation, patch management, and security updatesExperience with data backup and restoration proceduresExperience troubleshooting hardware and software issues on desktop systems, laptops, printers, and peripheralsExperience using remote desktop tools to troubleshoot and resolve technical problemsStrong customer service skills with the ability to communicate technical information to non-technical usersAssociate degree or equivalent in Information Technology, Computer Science, or related field, or equivalent combination of education and experienceDoD 8570.01-M Information Assurance (IA) computing environment certifications as approved by agency Information Assurance Workforce Improvement Program (IAWIP) coordinator (such as CompTIA A+, CompTIA Network+, or equivalent)Active Secret security clearance or ability to obtain oneUnited States Citizenship requiredPreferred QualificationsInformation Technology Infrastructure Library (ITIL) Foundation certification or higherTier II Service Desk certification or equivalentExperience supporting DoD or federal government customersExperience with Microsoft Windows operating systems and Microsoft Office applicationsExperience with Active Directory account management and Group PolicyFamiliarity with Unclassified Internet Protocol Router Network (NIPRNet) and Secret Internet Protocol Router Network (SIPRNet) environmentsExperience with Microsoft System Center Configuration Manager (SCCM) or similar imaging toolsCompTIA Security+ or similar security certificationExperience with Virtual Desktop Infrastructure (VDI) and thin client technologiesBenefitsHealth (Preferred Provider Organization (PPO) & High‐Deductible Health Plan (HDHP)) Insurance, Dental, Vision, Short‐Term Disability (STD) & Long‐Term Disability (LTD), Basic Life Insurance, 401k Company Match, & Voluntary Products.Info Gain Consulting is committed to providing equal employment opportunities to all individuals based on merit and qualifications. We prohibit discrimination in all aspects of employment as required by Title VII of the Civil Rights Act and other applicable federal laws. Our company values all applicants and employees and fosters a work environment where everyone is treated with respect and dignity.#J-18808-Ljbffr