Overview

We are seeking a Help Desk Specialist Senior to provide Tier 1-3 level support in the Herndon, VA area. The successful candidate will be a self-motivated, independent worker who can also work in, and contribute to, a team environment. The candidate will be part of a team that supports the hardware and software infrastructure for an enterprise minded organization. This position requires a broad knowledge of hardware maintenance and care, system administration, knowledge of automation technologies, and scripting. This position also requires a knowledge of security and accreditation practices and procedures and the ability to work with several enterprise resources and teams in the operation of an enterprise digitization infrastructure. Candidate must be willing to take on other duties as assigned, within the scope of the position, based on program requirements.

**Hours of support may extend beyond core hours.**

Responsibilities

Provide support to Sponsor automated systems via support requests• Provide tracking and reporting of support requests open, closed, and active for Sponsor's Automated Systems.• Utilize a Sponsor approved support request tracking system.• Meet Sponsor established goals for addressing support requests. Utilize Sponsor approved tracking system to provide Sponsor approved metrics on a weekly and monthly basis for Sponsor review.• Provide response to support requests based on Sponsor time requirements.• Respond to after-hour and weekend critical support requests based on prior scheduled Sponsor requirements• Establish SOP for request escalation to Tier 2-3 level support• Establish and maintain an updated list of KBAs (Knowledge Based Articles) pertaining to frequently asked support requests• Performance of general system administration activities: user account creation, manage access controls, implementation and review of security policy, hardware installation, driver installation, software patching, monitor activity logs, and creation of automation scripts.• Provide technical support for the application as needed to interface with the user base.• Maintenance and care of digitization hardware, to include: installation, troubleshooting, maintenance, and repair.• Make objective and technically sound recommendations for potential future hardware and software purchases.• Analyze production metrics and data to provide data-driven recommendations to management to support continual process improvements.• Generate weekly, monthly, and yearly metrics reports.• Learning, supporting, and training users on different types of digitization hardware.

* Work as a team with the program security team, reviewing security audit logs in accordance with the SSP

* Plan, develop, install, and provide documentation for server and client deployments

Qualifications

1. Demonstrated on-the-job experience working and solving technical problems independently as a system administrator.2. Demonstrated ability to monitor and troubleshoot enterprise workflow applications, to include: installing, starting, and stopping background processes, analyzing log and event files, and patching and troubleshooting.3. Must be flexible and adaptable to change, when needed.4. Must have 6 years of relevant experience