Tier 2 Help Desk/Desk Side Support Specialist (7pm-5:30am)

Alexandria, VA (Mark Center)

TS/SCI Clearance

Talent Orchard LLC has been retained by DEI as their outsourced recruiting organization to manage their hiring process and we are searching for an experienced Tier 2 Help Desk/Desk Side Support Specialist with an Active TS/SCI Clearance to support a newly awarded program for their customer at Alexandria, VA. The scope of the program is to provide expertise in the design, implementation, configuration, and optimization of the Customer’s IT systems on the Unclassified (NIPRNet) and Classified (SIPRNet) networks.  NOTE – This is a 3^rd shift role.

Responsibilities:

• Provide Tier 2 level IT support and trouble call resolution.  This task includes all issues elevated from Tier 1 support.
• Document incidents using the Customer’s ticket tracking system and create and publish knowledge base articles when applicable.
• Meet Agency established service level metrics for call response, technical support, and customer service.
• Resolve trouble calls using desk-side support, remote desktop, phone, and/or through email.
• Respond to requests for network account modifications to include but not limited to account creation, configuration, deletions, and password/PIN resets.
• Image computer systems, which includes but is not limited to desktop, laptop, tablet and thin client computers with Agency system images.
• Perform computer re-imaging, assist users with data backup and restore, and installation of software applications.
• Setup computer systems with external monitor(s), switch box, keyboard, mouse, printers or any other approved external peripheral.
• Assist with the set-up of IT in training classrooms and conference rooms as required.
• Perform the manual installation of approved software, software patches, and security updates to client systems when required.
• Perform troubleshooting of incidents and issues on approved software applications, computer systems, printers, scanners, and other approved connected peripherals.
• Monitor logs and automated systems for Agency IT system outages and incidents affecting multiple end users and initiate incident response procedures.

Required Qualifications:

• Must have 2 years of professional experience in a help desk or desk side support role
• Must have an active TS/SCI Clearance
• Must have IAT-I certification in accordance with DoD 8570.01-M
• Must be able to work 7pm-5:30am in a 24-hour support environment

Talent Orchard LLC is an SBA (8A), Economically Disadvantaged Woman-Owned Small Business, and Woman Business Enterprise Certified firm that provides the following services to clients in the commercial and public service sectors:

• Human Capital
• Professional Services
• Accounting/Audit Readiness
• Network/Cyber Security & IT Infrastructure
• Software Development/Engineering

Established in 2010, Talent Orchard has an exceptional reputation, providing staffing solutions to time-sensitive, talent scarcity issues to deliver better talent management ROI.  Our specialty lies in the critical area of program talent acquisition and resource management, not in one narrow skillset, but across many areas of technical and functional delivery.

To learn more about our other exciting opportunities, visit our Jobs Page at www.talentorchard.com.

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