This position requires active SECRET security clearance.

Agile Care Enterprises is looking for an IT Help Desk Specialist - Level II to support the WRNMMC – IT Department, who will provide assistance to users through multiple channels (telephone, online tickets, in-person, and appointments) to resolve any technical issues that may arise, log, track, resolve and report support tickets in help desk solutions systems such as LANDesk Service Desk, Remedy, and/or ServiceNow, and integrate Help Desk support services with existing DHA enterprise help desk capabilities.

Job Responsibilities:

• Answers questions, analyzes problems, and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.
• Resolves computer software and hardware problems for users.
• Acts as a contact for users having problems using computer software, hardware, and operating systems.
• Acts as the escalation path to resolve moderate to highly complex technical issues.
• Specializes in certain aspects of technologies to assist the customer base.
• Provides support for call overflow during peak time or reduced staff during peak hours.
• Serves as the first contact with customers who need technical assistance throughout WRNMMC.
• Performs troubleshooting PCs, Laptops, Printers, and other devices using different diagnostic techniques.
• Provide quick resolution and excellent customer service per the establish SLAs Redirects unresolved issues to Tier III technicians or escalate to GSC for next level support.
• Utilizes ServiceNow to manage ticket counts and respond to users.
• Maintains SOPs and service catalog on installation of software, configuration of hardware and problem troubleshooting Establishing a timeline and protocol for harder-to-solve problems.
• Obtains feedback and suggestions for workspace development.
• Establishes timelines and protocols for harder-to-solve problems.
• May be asked to staff the help desk or go to customer locations throughout the facility, to unblock CACS, and other duties as assigned.
• Responsible for maintaining an accurate and complete Government asset inventory.
• Ensures compliance with command training and other employment requirements in accordance with all established policies, procedures, and guidelines used in the MTF.
• Completes orientation and competency verification programs in accordance with departmental guidelines.
• Will report to the Team Lead(s) and Branch Chief. Will take direction from team leads as required in maintaining a safe environment for the staff and patient(s).
• When assigned, will serve, and participate in functions and other meetings. Provide relevant and timely information and assist with decision-making and process improvement.
• Participate in the orientation, training, and evaluation of duty performance of newly assigned personnel, as appropriate.
• Promote patient and staff safety through adherence to accepted safety and infection control standards.
• Maintain a clean, safe, orderly, working environment.
• Once provided with "hands-on" experience, demonstrate working knowledge, and use of

computerized systems, including Service Now, DMHRSi, and any clinical or business systems as needed.

• Perform other duties as assigned to include temporary assignment to other work units as needed.

Required Qualifications:

• Must have Active SECRET Clearance
• Security Certification and maintaining required as in compliance with the DOD
• Microsoft Operating System Windows 10 required as in compliance with the DOD
• Minimum 2 years’ experience in providing help desk support of networks, web applications, software, and hardware in a Windows environment
• Must have the ability to interact and work with a diverse customer base
• Must have the ability to communicate verbally in person and over the phone
• Call Center experience in an Enterprise environment a plus
• Experience managing and supporting peripheral devices such as printers, scanners, video cards, and other plug and play devices.

o Experience of basic networking essentials, cabling, and wireless networks
o Experience remote access technologies (i.e., VMware, VPN)
o Experience with security systems such as Anti-Virus, WSUS, Retina, and HBSS
o Experience with remote support applications such as Dame Ware, Juniper, or SCCM

NOTE: The work shall be performed in office.

Agile Care offers a comprehensive benefits package, including medical dental, vision, life, 401K, wellness program, and paid time off and paid holidays.

All positions at Agile Care Enterprises are subject to background investigations. Employment is contingent upon successful completion of a background investigation including criminal history and identity verification.

All your information will be kept confidential according to EEO guidelines.

Agile Care is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

Job Type: Full-time

Pay: $31.25 - $33.65 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person