Enterprise Service Desk Technician
Adelphi, MD
Digital Transformation – Technical Support /
Regular /
Hybrid
Requisition #: 971
Job Title: IT/Helpdesk Support Specialist II | Exempt
Job Title for Careers Page: Enterprise Service Desk Technician
Location: 2800 Powder Mill Road Adelphi, Maryland 20783
Clearance Level: Active DoD - Secret
Required Certification(s):
· Security+ (required) or CASP CE certificate
· Computing Environment Cert (preferred)
SUMMARY
The U.S. Army Research Laboratory (ARL) of the U.S. Army Research Development and Engineering Command (RDECOM) is the Army’s corporate laboratory. It’s a diverse assortment of unique facilities and a dedicated workforce of government and private sector partners make up the largest source of world-class integrated research and analysis in the U.S. Army. ARL discovers, innovates and transitions research in order to provide the best technologies for our Soldiers. ARL’s program consists of basic and applied research and survivability/lethality and human factors analysis.
JOB DUTIES AND RESPONSIBILITIES
· Handle Tier 2 service desk calls and escalations through tickets and/or phone
· Follow up on ServiceDesk tickets in a timely resolution
· Assist with basic hardware/software/user troubleshooting and first call resolution calls
· Manage documents for tracking assets, tickets, and/or other items as needed
· Other duties may be added and/or assigned as needed
QUALIFICATIONS
Required Certifications
· Security+ (required) or CASP CE certificate
· Computing Environment Cert (preferred)
Education, Background, and Years of Experience
· 2 years+ experience working in a Windows environment
· Secret clearance
ADDITIONAL SKILLS & QUALIFICATIONS
Required Skills
· 3 years+ experience working in a Windows environment
· Strong customer service both verbal and written to a wide range of end-users
· Strong troubleshooting skills from basic cable connections and software fixes.
· PC hardware, printers, scanners, computer peripherals, Mobile devices (iOS)
· Strong customer service both verbal and written to a wide range of end-users
· Windows 10, Office 365
· Active Directory maintenance
· Obtain Microsoft certification within 6 months
· * ServiceNow/Other Ticketing System experience
*Hybrid. 3 days on site and two remote days once fully up to speed
WORKING CONDITIONS
Environmental Conditions
· Contractor site with 0%-10% travel possible. Possible off-hours work to support releases and outages. General office environment. Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.
Strength Demands
· Sedentary – 10 lbs. Maximum lifting, occasional lift/carry of small articles. Some occasional walking or standing may be required. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
Physical Requirements
· Stand or Sit; Walk; Repetitive Motion; Use Hands / Fingers to Handle or Feel; Stoop, Kneel, Crouch, or Crawl; Push or Pull
