WBAMC Help Desk Support

TITLE: WBAMC Help Desk Support

POSITION DESCRIPTION: Help Desk Analyst

Department/Unit: William Beaumont Army Medical Center

SCA: Full-Time Non- Exempt

Benefits: Health and Wellness Pay

Location: Fort Bliss, Texas

Clearence Required: Must be able to pass Government T1 Background Investigation

Who We Are:

Navancio LLC, established in 2019, is a Native American-owned IT consulting firm headquartered in Las Vegas, Nevada. Recognized as a certified 8(a) and Indian Small Business Economic Enterprise (ISBEE), Navancio specializes in delivering enterprise-grade, mission-critical solutions tailored for both commercial enterprises and government agencies. Their services encompass IT modernization, cybersecurity, cloud computing, and management consulting, all aimed at driving digital transformation and enhancing operational efficiency. Navancio's commitment to core values—Diversity, Integrity, Respect, and Quality—ensures the delivery of reliable and innovative technology solutions that meet the evolving needs of their clients. ​

Job Summary:

The Help Desk manages and coordinates the handling of incidents, problems, service, and change requests for end users of unclassified systems. The Help Desk is the central point of communication between the WBAMC IT team and the WBAMC IT user community for all service disruptions, service requests, and change requests. The Help Desk manages life cycle of incidents, problems, and service requests including fulfillment, verification, and closure. Help Desk supports multiple tiers in accordance with the Tier Level Definitions. The Help Desk provides appropriate communication to IT users and serves as a point of coordination for other IT groups and processes such as Incident Management, Service Request Fulfillment, Problem Management, and Change Management. Support for unclassified systems will be provided. Support shall include the design, implementation, and/or on-going sustainment of Microsoft Active Directory to include forest creation, establishment or trust relationship, and account creation and maintenance.

Essential Functions:

• Identifies, troubleshoots, or resolves information systems problems to minimize down time of applications and personnel. Assist computer users with hardware and software questions and problems. Fields telephone calls, e-mail messages and other contacts from customers seeking guidance on technical problems.
• Be proficient in using Government provided helpdesk system /help desk ticketing software to log, monitor, document, and close network trouble tickets to include but not limited to (Global Service Center (GSC) ServiceNow).
• Provide an interface between Help Desk and Government application Help Desks, other Government managed partners, and third-party provider.
• Develop, manage, and maintain a Knowledgebase repository to assist Help Desk personnel to give consistently correct information to the user.
• Support all CAC pin resets.
• Assist end users in obtaining and deploying Computer/Electronic Accommodations Program (CAP) procured assistive technology.
• Provide end user support for hardware, software, and associated peripherals (including Government Furnished Property (GFP)).
• Provide support for Installs, Moves, Adds, and Changes (IMAC) requests which includes but not limited to installations in accordance with the Government provided SOPs for analog and Voice over Internet Protocol (VoIP) devices, workstations and laptops, and other end-user devices (including GFP).

Education:

· Bachelor's degree is desired and 3-5 years' experience.

Position Requirements:

· Comptia A and Security Certification

· Working Knowledge of ITIL's Incident, Service, and Change management methodologies

· Work closely with a variety of technological products, from their design to regular repair and upkeep.

· Provides services as needed for software, hardware, and databases and, depending on a specialist's skill, creates entire databases and programs for either individual or corporate needs.

· Trains other employees in information technology (IT) as needed.

· Experience with managing a ticketing system (ServiceNow)

· Must be able to pass all pre-employment requirements: reference checks, criminal history checks, DMV checks, credit reporting checks, NCIC checks, background investigations, Drug screens, and Physical.

· Speak, read, comprehend, and compose coherent verbal and written reports in English.

· Maintain currency of required training.

· Travel may be required for the performance of this contract.

EOE STATEMENT: We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

Job Type: Full-time

Pay: $25.79 per hour

Expected hours: 40 per week

Benefits:

• Flexible schedule
• Paid time off

Work Location: In person

Salary : $26