Tier 2 Help Desk Specialist

Job Description
Systems Analyst / Systems Administrator/ Tier 2 Help Desk Specialist

Location: Ashburn, VA, This position REQUIRES onsite support in Ashburn, VA, 2 times a week

Why CMCI?

CMCI provides management consulting and IT services that empower enterprises to achieve their business goals in today's highly competitive market. Our goal is to seamlessly integrate into each customer's organization to fully understand their business and technology needs. This approach allows us to quickly deliver high quality solutions while achieving the highest level of customer satisfaction on time and within budget. By choosing CMCI, you are choosing a company that can deliver business outcomes and mission needs in the most cost-effective manner and without sacrificing capability. As a part of CMCI's culture of loyalty and commitment to its employees, CMCI is committed to providing a tremendous career path by promoting employees to their highest potential.

Job Description

The National Security Sector is seeking a Tier 2 Help Desk Specialist supporting the CBP TPVS program in Ashburn, Virginia. This is an exciting opportunity to use your experience helping end users attain their mission. This is a hybrid support role in which telework is partially available and on-site presence is required at regular intervals. The qualified candidate will serve as the initial point of contact for IT-related field problems. In this role, he/she will provide phone and online support to users, performing technical triage, troubleshooting, resolving the issues, and following escalation protocols as necessary.

Primary Responsibilities

The qualified candidate will serve as the initial point of contact for IT-related field problems. In this capacity you will provide phone and online support to users, performing technical triage, troubleshooting, resolving the issues, and following escalation protocols as necessary.

Provide great and prompt customer service to CBP Officers by assisting them with IT-related issues.

Document and communicate degradation of services or outage issues information to customers and help with resolution.

Analyze, troubleshot, and resolve tickets based on the Help Desk allocation process.

Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.

Ensure your assigned tickets stay within the program's SLO commitments.

Open and close tickets in Service Now.

Ensure all ServiceNow tickets are properly documented.

Create or coordinate the development of Knowledge Base Articles (KBA)

Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds.

Requirements

Basic Qualifications:

Bachelor's degree in computer science or related field with 8 years of related experience OR 7+ years of related experience with Master's Degree; 4 years of additional related work experience in lieu of degree

5 years of experience with End User Support operations (Helpdesk, Service Desk, End User Support).

Must currently possess an active Top Secret clearance

ITIL v.4 certification

Solid experience with ServiceNow

Proficient with Microsoft Windows 10 and 11 servers

Knowledge of hardware troubleshooting techniques

Experience with Remote Desktop Protocol (RDP)

Solid MS Office Suite skills including Excel, Word, and PowerPoint

Excellent written and verbal communication skills

Solid troubleshooting techniques to find root causes and apply workarounds

Organization skills and attention to detail

Desired Skills and Experience

Experience with ITSM environments.

AWS Cloud certification

DoD Top Secret or DHS Full-BI

Customer Requirements

Clearance -Must currently possess an active Top Secret clearance

All qualified applicants will receive consideration for employment without regard to any characteristic protected by local, state, or federal laws, rules, or regulations