Tier 2 Helpdesk Specialist
Fort Belvoir, VA
DoD /
Full-Time /
On-site
Who we are.
Platinum Technologies is a Northern Virginia based integrated solutions firm that specializes in Cybersecurity, Cloud and Digital Services to the Public Sector. Our team solves hard problems and helps our Mission Partners achieve their goals. If you are self-motivated, possess demonstrated learning agility, and are passionate about delivering high-quality work products – we want to hear from you.
We lead with technical expertise, but that is just the tip of the iceberg – the ‘Why’ matters. At Platinum, we don’t hire people to do a job. We provide professional and leadership development to complement our self-motivated domain experts. Our teammates are dot-connecting leaders that operate in a mutually accountable environment to deliver thought leadership, expert technical analysis, and quality execution for our clients.
You.
Platinum Technologies currently has an opportunity for a Tier 2 Helpdesk Specialist to support large-scale migration and operations on a large, high-profile DOD contract in Fort Belvoir, VA. The I3TS program provides enterprise-wide IT support to enable DTRA’s Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA’s internal and external mission partners operating in CONUS and OCONUS locations.
In this role, a successful candidate you will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems.
This role is located onsite in Fort Belvoir, VA. Candidate must hold an active DoD Top Secret clearance.
What you get to do.
• The position will help to implement and oversee processes and improvements to support Customer Service Levels, as well as providing input to program leadership how to achieve efficiencies and improvement is service desk functions.
• Facilitates helpdesk tiers 1 & 2 staff in recognizing, identifying, isolating, and resolving problems with information systems products and services.
• Candidate must be knowledgeable in the utilization of ITIL Process Framework principles and possess a technical background working classified environment that includes experience in troubleshooting connectivity issues, hardware and software support, hands-on and remote support.
• Correlate events and incidents for management of Information Technology (IT) Services.
• Provide great and prompt customer service to DTRA personnel by assisting them with IT-related issues.
• Document and communicate degradation of services or outage issues information to customers and help with resolution.
• Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.
• Ensure tickets, change requests, and other metrics stay within the program’s AQL/SLA commitments.
• Utilize Remedy and/or ServiceNow for queue and work management.
• Ensure all tickets, requests, and work orders are properly documented.
• Create or coordinate the development of Knowledge Base Articles (KBA)
• Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds.
• Provide support for new employees setting up ADPE (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services.
Required Qualifications
• Bachelor’s and 12-15 years of relevant experience
• Active DOD Top Secret/SCI clearance
• Information Assurance Technician (IAT) Level II
• Experience in IT customer service including two (4) years of IT ticketing system experience and one (1) year of experience in helpdesk consolidations or ITSM upgrades.
• Experience in utilization of Remedy and/or ServiceNow SLA reporting functionality.
• Experience with Automated Call Distribution systems for call center management and metrics collection.
• Experience meeting service level goals and targets.
• Experience briefing government customers and leadership on service desk metrics and performance.
Desired Qualifications
• Systems or network administration experience in Windows Server and/or Cisco environments.
• Familiarity with automated call distribution systems.
• Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc
Platinum Technologies is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age, or genetic information.
$70,000 - $80,000 a year
