IT Service Desk Specialist - Level II

Position Title: IT Service Desk Specialist – Level II – MEADE 
Position Type: Full Time, Onsite
Position Location: Fort Meade, MD

• Serve as the primary point of contact for customer engagement, delivering real-time responses to inquiries through multiple channels including telephone support, in-person assistance, and live chat services. 
• Monitor and triage tickets (incidents, cases, and requests) that have been assigned to the site (e.g., routed from the DHA GSC or initiated by local users). 
  Answer questions, analyze problems and provide technical assistance.  
• Direct calls that do not belong to the site back to Tier 1 (i.e., GSC, base/post/installation local support). 
• Monitor and track the IT Service Desk queue and complete work orders within the applicable MTF knowledge base article processes. 
• Provide hardware support including but not limited to on-site touch-labor, troubleshooting, integration, configuration, and installation of authorized hardware, software, and peripherals. Assist with all required equipment staging, burn-in, installation, testing and documentation. This shall include setup of systems, and integration testing and/or troubleshooting for all Government equipment or devices approved for use in network/systems areas supported at DHA site locations. 
• Support end user service requests for computer software installation as needed.  Service requests may be via the DHA ticketing system or via walk-in customer support. 
• Maintain workstation/laptop operational baselines and cybersecurity compliance through established processes and procedures that include situational or periodic risk reviews to meet current Enterprise standards.  
• Provide desk-side and remote user assistance to resolve software and hardware problems that cannot be resolved remotely by the DHA GSC or other DHA Enterprise Support Teams. The main categories of desk-side support are LAN, WAN, wireless LAN, software, hardware, network, administrative, and special projects as approved by the Government and as directed by other DHA enterprise support elements. 
• Support local assets, new technology acquisition, and life cycle management for desktops, laptops, tablets, printers, VTC, mobile devices, and other IT hardware through DHA Life-Cycle-Management (LCM).  
• Supports inventory management, and Defense Reutilization Marketing Office (DRMO) disposal IAW established guidance of site. 
• Deploy end-user system images to new workstations/laptops per DHA approved imaging practices. 
• Support system administrator functions. 
• Other duties as assigned.