Help Desk Specialist

Athenix Solutions Group is looking for multiple Help Desk Specialists for a large program in the Annapolis Junction, MD area. The Help Desk Specialist will provide 24x7 Help Desk support as defined by first response/Tier 1/Level 1 support. They will provide phone and in-person support to users in the areas of e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications. This individual will serve as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems.

Responsibilities:

• Utilize work aids to resolve tickets at lowest level of support
• Receive, triage and route tickets to Tier 2 Help Desk according
• Compile and organize data for monthly status reports
• Develop an understanding of the numerous process flows to other IT systems, create and maintain user accounts
• Create Help Desk tickets in the designated ticket tracking system, provide an initial acknowledgement to the end user validating receipt of the ticket
• Assist users with account creation, accessing and using IT systems
• Update Standard Operating Procedures documents to adapt to new system functionality or configuration changes
• Analyze, log and track issue and problem tickets related to Intelink application
• Provide trend analysis and metrics to the Government based on gather data and monthly status reports
• Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
• Provide daily written and oral communications, make recommendations for improving documentation
• Attend weekly meeting to apprise the Government on the status of tickets and any issues/problems with resolving tickets
• Update and maintain the Help Desk Handbook to stay consistent with current processes and procedures
• Provide recommendations to the Government on issues/problems identified and reported in trend analysis
• Provides daily supervision and direction to Help Desk staff that are responsible for phone and in-person support to users, including e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS application

All openings require a TS/SCI with polygraph clearance to start.

The Level 0 Help Desk Specialist shall possess the following capabilities:

• Four (4) years demonstrated Help Desk experience with an Associate's degree. In lieu of experience, a Bachelor's Degree may be substituted.
• Certifications: Compliance with DoD 8570.01-M with a minimum certification of IAT Level I

The Level 1 Help Desk Specialist shall possess the following capabilities:

• Two (2) years demonstrated Help Desk experience. Bachelor’s degree in a Technical, Math or Business discipline from an accredited college or University is required. Four (4) years of additional Help Desk experience with an Associates or six (6) years experience may be substituted for a Bachelor’s degree.
• Certifications: Compliance with DoD 8570.01-M with a minimum certification of IAT Level I

The Level 2 Help Desk Specialist shall possess the following capabilities:

• Five (5) years of Help Desk experience with a Bachelor’s Degree in a Business, Technical or Math related field. An additional seven (7) years with an Associate’s Degree or an additional nine (9) years experience may be substituted for the Bachelor’s Degree.
• Demonstrated experience of at least two (2) year shall be within the (Domain area).
• Certifications: Compliance with DoD 8570.01-M with a minimum certification of IAT Level II

The Level 3 Help Desk Specialist shall possess the following capabilities:

• Six (6) years of Help Desk experience with a Master’s Degree in a Technical, Business or Math related field. An additional ten (10) years experience with an Associate’s Degree or an additional eight (8) years experience with a Bachelor’s Degree or an additional twelve (12) years experience may be substituted for the Master’s Degree.
• Demonstrated experience of at least four (4) year shall be within the (Domain area).
• Certifications: Compliance with DoD 8570.01-M with a minimum certification of IAT Level II