As defined by the Immigration Reform Act of 1986 Category Skilled Labor Location Reston - Dept. of Interior - Reston, VA 20192 US (Primary) Education Associate's Degree... more details
Job Title
Help Desk Support Service Specialist-Senior
Job Description
Cape Fox is seeking a highly qualified Help Desk Support Service Specialist-Senior to join our team in support of a government customer.
This position is contingent upon award.
Core Duties:
Responsible for handling the most complex IT technical support requests for the DOI/IA user base and leads the other Service Center Technicians in direction of providing the utmost support
Manage and document customer support issues, remediation, and customer satisfaction using a structured system for task resolution
Independently analyze and resolve operational issues for the technical support center and shall assist the Federal Functional Lead in prioritizing tasks for the Service Center Technicians that are working on task resolution
Provide reports for technical support activity, property accountability, lead meetings, and event schedules
Record all calls into the NPS supported Service Desk Ticketing system. Service Desk employees are responsible for recording required data (i.e., customer contact information, issue to be addressed, etc.) for each call
Alongside the Service Desk Support Team, accept, troubleshoot, triage, and prioritize all support requests and then collect, document, and store (knowledge database), and present information to agency users via the Service Desk Ticketing system
Research technical documentation, determine the urgency, provide instruction to the user, and either close the ticket or escalate the call
Monitor any escalated tickets to ensure they are being resolved according to defined Service Level Agreements (SLAs) and completing/closing tickets timely. Reminders and notifications to NPS Supervisor may be required
Assist in the maintenance and update of service desk technical reference information, support communications, and the knowledge management database
Notify the government team lead when data becomes outdated and coordinate the updating of the documentation
Make every effort to resolve all issues at the time of ticket acknowledgement
Log and assign priorities for all requests not resolved at the time of the call, as defined by internal NPS policies and procedures based on specific definitions
Adhere to the NPS ITSM operating procedures and any existing service level agreements
Review and escalate any negative customer complaints to the COR with full ticketing information and tracking of all e-mails associated with the ticket
Be prepared to adjust workloads when new products, applications, system configuration changes, and security enhancements are approved and released
Attend project meetings and training sessions when new products and applications are rolled out
Provide monthly service level metrics reporting for all areas of support and as agreed upon by the Task Supervisor and COR
Analyze, document, and monitor the status of all Tier 1 and 2 incidents and provide reports within 15 minutes of the identification of an active incident to the Federal Manager
Travel Requirements
0 - 10%
Salary Grade
Job Requirements
Associates degree (Bachelor's Degree preferred) or Certificates from technical training institute
A minimum of five (5) years’ computer support experience required
At least five (5) years of specialized experience including Service Center support in a multi-server environment, comprehensive knowledge of PC operating systems (e.g., Windows), networking, and mail standards
Demonstrate the ability to effectively communicate orally and in writing and to have a positive customer service attitude
Technician must be familiar with standalone and network computers, local area networks, and wide area networks
Required to pass a Moderate Background Investigation (MBI) prior to starting work
Must have the authorization to work in the United States as defined by the Immigration Reform Act of 1986
Category
Skilled Labor
Location
Reston - Dept. of Interior - Reston, VA 20192 US (Primary)
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