IT Service Desk Specialist - Level II

Job Description

Job Description

Got the Government Contractor Blues? Looking for a company that cares and goes beyond just filling another contract billet? Well, look no further! Experience this family-oriented company that takes pride in you and will help you grow where your passions lie. Holding many Defense & Federal government contracts around the globe, with Systems Plus you have the opportunity to take on new and evolving challenges, aim beyond what you think you are capable of, and work in collaborative, dynamic, and high-tempo environments.

Our employees are our most valued asset and we invest in our people because we are in it for the long term. We are committed to your success and well-being and offer competitive benefits packages, salaries, bonus/award programs, and a high potential for professional growth and job opportunities worldwide.

Systems Plus is the company for you! Experience the difference and let’s talk about your future at Systems Plus today.

Position Title

IT Service Desk Specialist - Level II

Position Type

Full Time, Onsite

Position Location

Fort Meade, MD

Job Duties:  

• Serve as the primary point of contact for customer engagement, delivering real-time responses to inquiries through multiple channels including telephone support, in-person assistance, and live chat services.
• Monitor and triage tickets (incidents, cases, and requests) that have been assigned to the site (e.g., routed from the DHA GSC or initiated by local users).
• Answer questions, analyze problems and provide technical assistance.
• Direct calls that do not belong to the site back to Tier 1 (i.e., GSC, base/post/installation local support).
• Monitor and track the IT Service Desk queue and complete work orders within the applicable MTF knowledge base article processes.
• Provide hardware support including but not limited to on-site touch-labor, troubleshooting, integration, configuration, and installation of authorized hardware, software, and peripherals. Assist with all required equipment staging, burn-in, installation, testing and documentation. This shall include setup of systems, and integration testing and/or troubleshooting for all Government equipment or devices approved for use in network/systems areas supported at DHA site locations.
• Support end user service requests for computer software installation as needed. Service requests may be via the DHA ticketing system or via walk-in customer support.
• Maintain workstation/laptop operational baselines and cybersecurity compliance through established processes and procedures that include situational or periodic risk reviews to meet current Enterprise standards.
• Provide desk-side and remote user assistance to resolve software and hardware problems that cannot be resolved remotely by the DHA GSC or other DHA Enterprise Support Teams. The main categories of desk-side support are LAN, WAN, wireless LAN, software, hardware, network, administrative, and special projects as approved by the Government and as directed by other DHA enterprise support elements.
• Support local assets, new technology acquisition, and life cycle management for desktops, laptops, tablets, printers, VTC, mobile devices, and other IT hardware through DHA Life-Cycle-Management (LCM).
• Supports inventory management, and Defense Reutilization Marketing Office (DRMO) disposal IAW established guidance of site.
• Deploy end-user system images to new workstations/laptops per DHA approved imaging practices.
• Support system administrator functions.
• Other duties as assigned.

Required Years of Experience (min)

Four (4)+ years of experience demonstrating the required proficiency.

Required Degree

Bachelor’s degree and/or equivalency

Required Certification

IAT I and CE: Associate

About Systems Plus

Systems Plus is headquartered in Rockville, MD with over 2 decades of experience providing Global Enterprise Management, Technology, Engineering and Professional services and solutions across Defense and Federal Civilian government sectors.

From Discovery to Delivery, Systems Plus brings a greater measure of confidence, commitment and value to our clients. With various Defense and Federal contracts across the United States, Europe and Pacific/Asia, we are driving innovation and excellence within the Special Operations Forces Components and Commands, Defense Health Agency, United States Air Force, United States Marine Corps, National Institute of Standards and Technology, House of Representatives and more.

Through our diverse portfolio of clients and capabilities we power vision and insight—discover what’s possible with a Small Business that thinks BIG!

Interested? Click Apply Now!