Yesterday
Secret
Early Career (2+ yrs experience)
IT - Support
Walter Reed Natl Mil Med Ctr, MD (On-Site/Office)
Diverse Systems Group, LLC is seeking a skilled and motivated IT Service Desk professional who will be responsible for providing advanced technical support and guidance to end-users, resolving complex issues efficiently, and ensuring the smooth operation of the Walter Reed National Military Medical Center (WRNMMC) Information Technology environment.
Job Summary:
Respond promptly to inquiries from end-users via phone, email, or chat, employing active listening and critical thinking to accurately assess and address issues. Utilizes a systematic approach to problem-solving, including thorough analysis and troubleshooting techniques, to identify underlying causes and provide effective solutions.
comprehensive technical support and guidance to end-users, offering detailed explanations and step-by-step instructions tailored to their technical proficiency level.
Advise users on best practices for utilizing hardware, software, and systems effectively, ensuring optimal performance and user satisfaction.
Serve as the primary point of contact for users encountering challenges with computer software, hardware, and operating systems.
Demonstrate excellent communication skills and a customer-centric approach, fostering positive relationships with end-users and instilling confidence in the support process.
Act as a reliable escalation point for unresolved or highly intricate technical issues, collaborating closely with cross-functional teams and external vendors to expedite resolution.
Apply advanced troubleshooting methodologies and diagnostic tools to mitigate risks and minimize downtime, prioritizing user productivity and system stability.
Cultivate specialized expertise in specific technology domains, such as networking, cybersecurity, cloud computing, or enterprise applications.
Participate in ongoing training and certification programs to enhance proficiency and stay current with emerging technologies, enabling informed decision-making and proactive problem-solving.
Assist in managing call overflow during peak service periods, maintaining service level agreements (SLAs) and ensuring timely response to user inquiries. Offers flexible availability to provide support during off-peak hours or staff shortages, contributing to seamless service delivery and user satisfaction.
Other duties as assigned.
Supervisory Responsibility: No
Requirements
Skills & Abilities:
expertise in diagnosing and resolving complex hardware, software, and network issues.
Proficiency in troubleshooting Windows and Mac operating systems, Microsoft Office Suite, Active Directory, Exchange, and other enterprise applications.
Solid understanding of networking concepts (TCP/IP, DNS, DHCP) and experience with network troubleshooting tools.
Excellent communication skills, with the ability to explain technical concepts to non-technical users effectively.
Strong customer service orientation and the ability to remain calm and professional under pressure.
Education/Experience:
6+ years of IT service desk or equivalent experience.
Certification(s):
Minimum certification – CompTia Security + or higher certification required
Baseline certification as stipulated in DoD 8140.01/8570.01-M shall be completed prior to start date.
Clearance:
Must have a Secret security clearance and be able to maintain.
Nice to have: N/A
Job Summary:
Respond promptly to inquiries from end-users via phone, email, or chat, employing active listening and critical thinking to accurately assess and address issues. Utilizes a systematic approach to problem-solving, including thorough analysis and troubleshooting techniques, to identify underlying causes and provide effective solutions.
comprehensive technical support and guidance to end-users, offering detailed explanations and step-by-step instructions tailored to their technical proficiency level.
Advise users on best practices for utilizing hardware, software, and systems effectively, ensuring optimal performance and user satisfaction.
Serve as the primary point of contact for users encountering challenges with computer software, hardware, and operating systems.
Demonstrate excellent communication skills and a customer-centric approach, fostering positive relationships with end-users and instilling confidence in the support process.
Act as a reliable escalation point for unresolved or highly intricate technical issues, collaborating closely with cross-functional teams and external vendors to expedite resolution.
Apply advanced troubleshooting methodologies and diagnostic tools to mitigate risks and minimize downtime, prioritizing user productivity and system stability.
Cultivate specialized expertise in specific technology domains, such as networking, cybersecurity, cloud computing, or enterprise applications.
Participate in ongoing training and certification programs to enhance proficiency and stay current with emerging technologies, enabling informed decision-making and proactive problem-solving.
Assist in managing call overflow during peak service periods, maintaining service level agreements (SLAs) and ensuring timely response to user inquiries. Offers flexible availability to provide support during off-peak hours or staff shortages, contributing to seamless service delivery and user satisfaction.
Other duties as assigned.
Supervisory Responsibility: No
Requirements
Skills & Abilities:
expertise in diagnosing and resolving complex hardware, software, and network issues.
Proficiency in troubleshooting Windows and Mac operating systems, Microsoft Office Suite, Active Directory, Exchange, and other enterprise applications.
Solid understanding of networking concepts (TCP/IP, DNS, DHCP) and experience with network troubleshooting tools.
Excellent communication skills, with the ability to explain technical concepts to non-technical users effectively.
Strong customer service orientation and the ability to remain calm and professional under pressure.
Education/Experience:
6+ years of IT service desk or equivalent experience.
Certification(s):
Minimum certification – CompTia Security + or higher certification required
Baseline certification as stipulated in DoD 8140.01/8570.01-M shall be completed prior to start date.
Clearance:
Must have a Secret security clearance and be able to maintain.
Nice to have: N/A
group id: 10485114
