Help Desk Agent

Location: Patuxent River, MD 20670 Clearance Level: Active DoD – Interim Secret Required Certification(s): CompTIA Security+ (DoD-approved information assurance workforce certifications appropriate for each category and level as listed in the current version of DoD 8570.01-M; IAT II.) Appropriate operating system certification for information assurance technical positions as required by DoD 8570.01-M. Overview The mission at NHCPR is to provide health protection through readiness, operational support, health promotion, and quality family-centered care to all those entrusted to us. NHCPR is recognized as a center of excellence for ambulatory care. NHCPR is comprised of the main clinic compound, NAS Patuxent River, three Branch Health Clinics, and other remote sites on NAS Patuxent River, NSWC Dahlgren, NSWC Indian Head, and Navy DET MGMCSC. The Helpdesk provides exceptional customer service and support via telephone and deskside support. They are responsible for activities including, but not limited to, processing service tickets related to computer problems, domain account / access, password resets, mapping to shared drives/printers and various computer peripherals. Job Duties and Responsibilities Collaborates with customers to resolve application, printer, or computer problems as needed. Resolves customer calls with account access problems, level 1 troubleshooting and resolution including, but not limited to Active Directory/ ARS, Defense Enterprise Email (DEE) and other supported systems within 4 hours. All actions shall be documented in the NHCPR Trouble Ticket system. Supports end user devices including personal computers (PCs), printers, other peripheral devices, as well as mobile computing devices. Assists customers with Desktop application installation, maintenance, and troubleshooting. Sets up, administers, troubleshoots, and resolves issues with end user devices for Local Area Network (LAN) and remote access connectivity including secure client connectivity, wireless and wired connections. This includes desktop, laptop, tablet computing devices. Provides in-depth troubleshooting and problem analysis with end users. Coordinates with end users regarding installation of software patch version upgrades or with installation of hardware drivers for legacy deployed software. Installs and deploys new PCs, laptops, and tablets including performing data migration, if needed. Provides customer support with excellent customer service. Researches future equipment needs and provides data to COR as required. Produces and updates, as necessary, IT “how to” documentation for end users on an as needed basis. Installs and troubleshoots IP cameras, such as Cisco, Jabbers and other desktop cameras used for performs in depth troubleshooting and problem analysis as needed on a daily basis with all action steps documented each step in trouble ticket system. Performs Software patch version upgrades and hardware driver installations as needed on a daily basis. Responsible for deploying new or upgraded operating systems, applications or other software as required. Qualifications Required Certifications CompTIA Security+ (DoD-approved information assurance workforce certifications appropriate for each category and level as listed in the current version of DoD 8570.01-M; IAT II.) Appropriate operating system certification for information assurance technical positions as required by DoD 8570.01-M. Education, Background, and Years of Experience Minimum of 2 years’ experience with hands on training in current applications; hardware experience highly desired. Additional Skills & Qualifications Critical thinking and problem solving skills. Ability to work independently and as a team. Understands e-mail, IP, voice applications, and Cisco VTC equipment. Knowledge of printer functions, connectivity, and skill set of basic troubleshooting of printing and scanning devices including, but not limited to, networked Multifunction Devices (MFD). Working knowledge of software packages including the Microsoft Office bundle, present and future releases. Understanding of network essentials, troubleshooting network and cable connectivity. Basic troubleshooting knowledge of mobile computing devices such as tablet PCs, notebook PCs. Firm working knowledge of Windows 10 and later OSs (to include all current versions of Windows) and will stay abreast of Windows advancements and be familiar with future versions of Windows, which will be at no additional cost to the Government. Knowledge of installation and troubleshooting IP cameras and VTC equipment. Working Conditions Contractor site with 0%-10% travel possible. Possible off-hours work to support releases and outages. General office environment. Work is generally considered medium in nature, and will require standing and walking to visit customers. The working environment is generally favorable. Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available. Strength Demands Medium – 50 lbs. Maximum lifting with frequent lift/carry up to 25 lbs. Physical Requirements Stand or Sit; Walk; Repetitive Motion; Use Hands / Fingers to Handle or Feel; Stoop, Kneel, Crouch, or Crawl; See; Push or Pull About Us Our customer provides leading-edge Digital Transformation solutions to support and advance our customers’ mission. We deliver innovative and high-quality services to our customers worldwide through an empowered and engaged workforce. Employees of our customer are their number one priority, and the importance we place on our culture here is fundamental. Our culture is alive and evolving, but it always stays true to its roots. Here, you are valued as a family member, and we believe that we can accomplish great things together. Agile Defense has been highly successful in the past few years due to our employees and the culture we create together. We have named these attributes “The 6 H’s” – Happy, Helpful, Honest, Humble, Hungry, and Hustle. Happy : We exhibit a positive outlook in order to create a positive environment. Helpful : We assist each other and pull together as teammates to deliver. Honest : We conduct our business with integrity. Humble : We recognize that success is not achieved alone, that there is always more to learn, and that no task is below us. Hungry : We desire to consistently improve. Hustle : We work hard and get after it. These Core Values are present in all our employees and our organization’s aspects. Learn more about us and our culture by visiting us here. COVID-19 Vaccination Requirements Our customer is subject to federal vaccine mandates or other customer/facility vaccination requirements as a federal contractor. As such, to protect its employees’ health and safety and comply with customer requirements, Agile Defense may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities Our customer will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. #J-18808-Ljbffr