Sr. Helpdesk Support (CA)
: Job Details :

Sr. Helpdesk Support (CA)Job ID: 2024-8025Job Locations: US-VA-Arlington | CU-Naval Station Guantanamo BayCategory: TelecommunicationsType: Regular Full-TimeOverviewEmpower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company's commitment to hiring and supporting active-duty and veteran employees.ResponsibilitiesAs the Sr. Helpdesk Support (NCR), you will act as a model of customer service excellence to all organizational staff members in the Office of Military Commissions (OMC) as part of DISA's J6 Service Delivery contract. This position provides daily on-site support for up to 75 customers in the OMC Trial Judiciary (TJ) and Office of Court Administration (OCA) directorates within OMC. This position resides in Crystal City, VA. The location includes collateral and SCIF offices where you will operate in the NIPR, SIPR, JWICS and Special Access Program (SAP) domains. You will participate in a team of highly qualified professionals and interact 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 OMC 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.Highlights of Responsibilities:Provide IT Help Desk support using the Information Technology Infrastructure Library (ITIL) Information Technology Service Management (ITSM) model during OMC business hours.Provide IT support services and call triage, including First Call Resolution, Impact and Priority Based Incident Categorization.Provide timely customer feedback, monitor/update assigned ticket status, and ensure warm hand-off and/or escalation.Provide O&M support for OMC desktop, laptop, and mobile information systems in all security domains.Image information systems using the government-provided operating system image.Participate in the planning and implementation of all initiatives for improving OMC IT systems and domains.Provide onboarding and provisioning support of new accounts and IT devices.Submit tickets for all reported incidents, work orders, and service requests.Provide surge support to NSGB for OMC Users participating in court hearings, trial activities, and other events.Provide VTC support for scheduling, call setup, testing, and troubleshooting measures.Facilitate mapping and troubleshooting user access to shared network resources.Support computer peripheral device requests, installation, and troubleshooting.Support software requests, installation, and troubleshooting.Support mobile device requests, issuance, accountability, troubleshooting, and retrieval.Provide PKI Trusted Agent (TA) support.Provide Voice Over Internet Protocol (VOIP) and Secure VOIP troubleshooting.Troubleshoot all information system hardware line replaceable units (LRU).Provide maintenance and support for local/networked printers, scanners, digital senders, and other multi-function devices.Provide transportation, delivery, and setup of IT assets throughout the NCR and NSGB.Provide desk-side training to the end user for standard software and equipment issues.Utilize Government approved tools to accurately report, document, administer, and resolve customer issues.QualificationsRequirements:Shall possess a TOP SECRET w/ SCI Eligible security clearance.Strong customer service orientation.Proven analytical and problem-solving abilities.Ability to effectively prioritize and execute tasks in a high-pressure environment.Good written, oral, and interpersonal communication skills.Ability to conduct research into PC and software issues and products as required.Ability to present ideas in business-friendly and user-friendly language.Highly self-motivated and directed.Keen attention to detail.Team-oriented and skilled in working within a collaborative environment.Education and Experience:Bachelors in Engineering, Computer Science or other related fields.6-8 years of experience, or a Master's with 4-6 years of experience.Required Certifications:IAT Level II (one of the following): CCNA Security, CySA+, GICSP, GSEC, SSCP, CND, Security + CE.Preferred Certification:HDI, A+, ITIL, MCSA/MCSE or related certifications.Physical Requirements:Sitting for long periods.Standing for long periods.Ambulate throughout an office.Stoop, kneel, crouch, or crawl as required.Repeatedly lift and carry weights up to 50 pounds.About Empower AIIt is the policy of Empower AI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations.#J-18808-Ljbffr