• Help Desk Specialist

    Job Locations US-DC-Washington
    Posted Date 3 weeks ago(10/2/2018 1:41 PM)
    Requisition ID
    Category (Portal Searching)
  • Overview

    Tyto Athene (formerly Black Box Government Solutions) is a full service integrator focused on helping clients accelerate their ability to make decisions by providing ubiquitous and secure access to enterprise information throughout their operating environment.  Tyto Athene uses a myriad of technologies, innovative thinking, and proven processes to deliver successful outcomes for its clients worldwide. Tyto Athene has the following role available providing support for the Office of the Inspector General (OIG) Department of Health and Human Services (HHS): Help Desk Tier I Technicians, in Washington DC.

    This Help Desk position provides for the support services to OIG/HHS personnel, and is an integral part of the Black Box service delivery team.  The person awarded this position will contribute to Black Box’s outstanding customer service.

    This is a full-time position for which we are seeking highly motivated, innovative professionals to provide excellent customer service solutions. The Help Desk Tier 1 Technicians will work in a team environment to assist in supporting our Federal Government customers. Tier 1 service encompasses receiving phone calls, emails, chat, instant messaging, and texts.  The Help Desk Tier 1 Technicians will also be documenting incident and problem tickets within the IVANTI/LANDESK ITSM system. The successful candidate will have:


    Duties of this position are as follows:

    • Technical aptitude and experience in providing “hands-on” computer/hardware, desktop, software, and overall COTS-related technical support as required.
    • Must have good working knowledge on how to image and set up new machines with Windows OS, including installation and configuration of different applications, software, and COTS products.
    • Must have proficient skills in troubleshooting and fixing network/local printers, network issues, peripheral devices, and VTC-related equipment.
    • Must be able to check end user client system availability on a daily status.
    • Experience working with ITSM ticketing systems with at a minimum foundation understanding of ITIL processes.
    • Capable of documenting and triaging requests; solving or escalating the requests as needed per customer approved operating procedures.
    • Ability to track request status and providing routine progress updates to the customer; and following up with customer on the resolution of ticket for completeness/quality and satisfaction.
    • Capable of meeting and exceeding Service Level Agreements (SLAs) as required per customer requirements
    • Microsoft Word, Excel, Outlook (email) Visio & Power Point required


    Required Qualifications:

    • High School diploma or 5 years applicable experience
    • 2 – 5+ years working experience in an Enterprise Help Desk environment supporting Federal Government customers.
    • Familiarity with government security and accessibility guidelines
    • IT/Customer service experience (good people skills) in an Enterprise Help Desk environment with SLA requirements
    • Technically proficient and experienced in providing IT support
    • DoDD 8570 Level II certification (CompTIA Security+ Certification)
    • Must either have or can obtain Level 6 Public Trust security clearance
    • Must be capable of passing a basic background investigation
    • Must be a US citizen
    • Must be able to communicate in English, both written and orally.
    • Must have CompTIA A+ Level 1


    Preferred Qualifications:

    • Microsoft Certified Professional (MCP, MCSA, MCSE)
    • HDI Certifications
    • Experience with IVANTI/LANDESK ITSM and Endpoint Manager 2017


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