Helpdesk Support (Master)

As the Helpdesk Support (Master) (NCR), you will act as a model of customer service excellence to all organizational staff members for our federal contract. You will be responsible for overseeing and mentoring a team of highly qualified professionals and interacting daily with the customer to ensure productivity and resolve IT issues that the end-users may have with existing desktops, laptops, software installation issues, and other critical needs. Further, you will participate in the planning and implementing key IT initiatives anticipated during this effort.

Although this position resides in the NCR, there may be a requirement to travel to Naval Station Guantanamo Bay (NSGB) occasionally. Job Duties:

Provide IT Help Desk support using the Information Technology Infrastructure Library (ITIL) Information Technology Service Management (ITSM) model during business hoursProvide IT support services and call triage, including First Call Resolution, Impact and Priority Based Incident CategorizationProvide timely customer feedback, monitor/update assigned ticket status, and ensure warm hand-off and/or escalationMaintain a professional appearance and demeanor during duty hours, official travel, and when working with the user communityProvide O&M support for desktop, laptop, and tablet information systemsImage information systems using the government-provided operating system imageProvide onboarding and provisioning of new accounts and deprecation for users departing the organizationSubmit tickets for all reported incidents, work orders, and service requestsAs required, provide surge support to NSGB for Users participating in court hearings, trial activities, and other eventsProvide VTC support for scheduling, call setup, testing, and troubleshooting measuresFacilitate mapping and troubleshooting user access to shared network resourcesSupport computer peripheral device requests, installation, and troubleshooting IAW established policies and proceduresSupport software requests, installation, and troubleshooting IAW established policies and proceduresSupport mobile device requests, issuance, accountability, troubleshooting, and retrieval of IAW government-approved processesProvide PKI Trusted Agent (TA) support; this includes but is not limited to; submitting new token requests, retrieving, issuing tokens, and the collection/turn-in of returned/expired tokens IAW established policies and proceduresProvide Voice Over Internet Protocol (VOIP) and Secure VOIP troubleshooting.

This includes port activation requests, connectivity, and trouble ticket submissionTroubleshoot all information system hardware line replaceable units (LRU)Provide maintenance and support for local/networked printers, scanners, digital senders, and other multi-function devices. The contractor will procure replacement parts (e. g. Fuser) and other consumables (e. g. Toner) on a cost-reimbursable basis as requiredProvide transportation, delivery, and setup of IT assets throughout the NCR and NSGB. The Government will provide transportation to Guantanamo Bay, Cuba and for shipment of IT assets.

Transportation, delivery, and setup of IT assets throughout Guantanamo Bay, Cuba, will require the contractor to use Government vehicles in NSGB and to sign an indemnity agreementAs requested, provide desk-side training to the end user for standard software and equipment issues. Desk-side training includes but is not limited to software and equipment demonstration, tri-fold brochures and quick start guides, and demonstration of links to online and web-based IT trainingWill utilize Government approved tools to accurately report, document, administer, and resolve customer issuesGovernment-provided tools include, but are not limited to, the following:

(1) BMC Remedy for ticket submission, tracking, and routing; and Microsoft SharePoint as a knowledge management repository for SOP’sDevelop performance measurements (goals/metrics/reports) utilizing the current service desk platform and facilitate a feedback system to team members on customer service, communication, and technical skills, to enhance the quality of support deliveredUtilize ITIL best practices to enhance and optimize the services provided to end usersManage the implementation of an enterprise knowledge base and knowledge management best practicesCoordinate with support teams to resolve customer incidents/problems, fulfill service requests, and institute continuous improvement initiatives and methodsResolve customer issues effectively or escalate them to appropriate support tiersWork with management in assessing staff performance/reviews/changesAssist in the professional and technical development of the teamRequirements:

Shall possess a TOP SECRET w/ SCI Eligible security clearanceStrong customer service orientationProven analytical and problem-solving abilitiesAbility to manage teams of up to 5 techniciansAbility to effectively prioritize and execute tasks in a high-pressure environmentGood written, oral, and interpersonal communication skillsAbility to conduct research into PC and software issues and products as requiredAbility to present ideas in business-friendly and user-friendly languageHighly self-motivated and directedKeen attention to detailTeam-oriented and skilled in working within a collaborative environmentEducation and Experience:

Bachelor’s in Engineering, Computer Science or other related fieldsBachelors with 8 - 10 years of experience, or a Master's with 6 – 8 years of experience4+ years of experience leading tasks of a similar size/scopeRequired Certifications: Required Certification: DoD 8570 IAT II certification (e. g. , Security+, CND, CCNA-Security, CySA+, GICSP, GSEC, SSCP)HDI or A+ related certifications relevant to personnel roles/responsibilitiesPreferred Certification: ; DoD8570. 01M IAT Level III (one of the following): CCNA Security,CySA+,CND, orSecurity + CEVCP (VMware Certified Professional – Data Center Virtualization or End User Computing)Company OverviewAgil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001:

2018, ISO 20000 & ISO 27001 Certified, 8a, Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A recent recipient of the prestigious Washington Technology TOP 50 (ranking #9, and on the list for last 4 years!), A3T is experiencing industry leading recognition and growth. In addition to the CEO’s recognition as an “All-Star Entrepreneur”, A3T is recognized by Inc Magazine as one of the fastest growing companies in the country, by Vet 50 as Fastest Growing Veteran-Owned Businesses, and is featured in CyberSecurity Ventures / Cybercrime Magazine! “As a go-to Women-Owned Cybersecurity company in US and internationally”.

As part of our growth, we are looking for YOU to join our growing team. A3T offers excellent benefits to enhance the work-life balance, including: Medical InsuranceDental InsuranceVision InsuranceLife InsuranceShort Term & Long-Term Disability401k Retirement Savings Plan with Company MatchPaid HolidaysPaid Time Off (PTO)Tuition and Professional Development AssistanceParking/Travel Reimbursement (metropolitan areas)Powered by JazzHRvIxXDQHpDH