Help Desk Specialist

Overview

Planned Systems International, Inc (PSI) is seeking a Help Desk Specialist to support our Government customer in Washington, DC for our DoS PHIMS contract.

Location: Washington, DC

Clearance: Active T3 investigation, with the ability to obtain and maintain necessary security clearances as required for access to classified information.

Essential Functions and Job Responsibilities

• Manage user accounts, applications, Service Now ticketing system, and asset tracking; ensure customer service is timely and accurate; conduct component level diagnostics.
• Assist in the use of a variety of clinical business software and operating systems.

• Provide support to in office and remote users using Service Now ticketing system, while escalating tickets as necessary to the appropriate support teams.

• Support program-level Service Desk functions to include evaluating, processing/resolving, and tracking of all Tier levels I/II/III Trouble Tickets.

• Reviews Trouble Ticket to ensure that the documented information is complete, accurate, and sufficient to facilitate analysis of the issue; coordinate with the ticket originator to confirm or obtain additional information as needed.

• Analyze verified Trouble Tickets and assign a classification and priority to facilitate timely and appropriate processing of the issue.

• Communicate and collaborate with multiple external organizations regarding the resolution of issues.

• Reproduction, analysis and reporting of valid problem defects; processing Trouble Ticket for resolution based upon the classification.
• Provide detailed trend analysis and reporting of triaged and resolution activities.
• Responsible for User Account provision processing and troubleshooting.

• Handle routine tasks with no assistance, general instructions on new assignments.

• Work on assignments that are moderately complex in nature where judgement is resolving problems and making routine recommendations.

• Follow standard practices and procedures in analyzing situations or data from which answers can be readily obtained.

• Maintains documentation for health IT procedures and processes, as well as maintenance logs and equipment databases.

Minimum Requirements

• Bachelor's Degree, Computer Science, Electronics Engineering or other engineering or technical discipline is preferred.
• Minimum of 4 years of previous Help Desk experience.
• Duty hours: Sun – Thurs 7:00AM – 3:30PM, with flexibility to shift to 5:00AM – 1:30PM on occasion for coverage, where needed.
• Training for the first 3 weeks and reporting onsite from 8:00AM – 4:30PM (M-F)
• Experience with ServiceNow ticketing system.
• Possess knowledge of workstation administration and imaging.
• Basic network support experience to include account administration in Active Directory environment
• Ability to work in high stress environment in individual and group settings
• Possess exceptional interpersonal skills and superior oral and written communication skills.
• Demonstrated ability to go above and beyond, and work in team environment with minimum supervision and direction
• Strong analytical and problem-solving skills
• Excellent planning and time management skills
• Flexibility in hours of operation
• Proficient in computer technology and Microsoft Office applications
• Strong ability to convey complex information in way that users understand

Clearance: Active T3 investigation, with the ability to obtain and maintain necessary security clearances as required for access to classified information.

Company Benefits

PSI offers full-time, benefits eligible employees a competitive total compensation package that includes paid leave, and options for employer sponsored group medical, dental, vision, short-term and long-term disability, life insurance, AD&D coverage, legal services, identity theft, and accident insurance. Flexible spending account and health saving account options offer pre-tax savings for qualified medical, dental, and vision expenses. The company sponsored 401(k) retirement plan has an employer contribution match that is immediately vested. We invest in the professional growth of our employees through professional courses, certifications, and tuition reimbursement programs.

EEO Commitment

It is company policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, color, religion, age, sex, sexual orientation, pregnancy, gender identity, genetic information, national origin, citizenship status, veteran status, protected veteran status, disability, or any other characteristic protected by applicable federal, state, or local law. Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources by emailing View email address on click.appcast.io, or by dialing View phone number on click.appcast.io.