Windows Desktop/VIP Support

Provide on-site desktop support functions at the Defense Health Agency Headquarters (DHHQ) in Falls Church, Virginia for Air Force Medical Readiness Agency (AFMRA) and DHHQ SIPR staff. The Desktop/VIP Support - Tier 2 Analyst is responsible for providing advanced troubleshooting support for desktop hardware and software to meet or exceed contract service objectives. This position is primarily focused on providing AFMRA and DHA SIPR support for interconnected workstations in Windows Active Directory domains with a secondary focus on clinical applications (e.g., TMDS). Responsibilities:
• Provide on-site troubleshooting support for desktop hardware, software, and network connectivity. Backup support for clinical applications as needed.
• Install, monitor, troubleshoot, replace, and support, end user equipment (workstations, printers, multi-function devices, mobile devices, telecom, scanners, etc.), network connectivity, Active Directory (AD), and other third-party software.

• Deliver "white glove" service to client identified VIP's.

• Resolve Call Center tickets and provide desk-side support to the rest of the client's customers.

• Use the help desk ticketing system (i.e., ServiceNow) to accurately log, triage, assign, and update tickets per established procedures.
• Perform regular checks of assigned tickets and ticket queues per process standard.
• Efficiently and accurately resolve or escalate all assigned tickets.
• Provide accurate, timely, and professional follow up and resolution on all supported issues.
• Raise awareness of Priority issues as they occur; ensure that process is followed.
• Research difficult issues, identify and document resolutions as necessary.
• Identify and prepare procedures/articles for knowledge base.
• Coordinate the logistics of and conduct the movement of assets and equipment.

• Work special projects as required.
• Foster team spirit and a team-oriented attitude.
• Maintain dependable attendance and schedule adherence. Skills:
• Adept at troubleshooting Windows workstations/laptops and network connectivity.

• Proficient in the Microsoft Windows Operating System, Microsoft Office, and use of the internet.

• Knowledge of TCP/IP principles for interconnection of network devices.

• Understanding of Windows file and folder permissions, mapping of drives to shared folders on the network, security group types in Windows AD, fundamentals of user authentication in AD.

• Robust critical thinking skills that facilitate expedient problem solving.
• Ability to effectively communicate technical matters to a non-technical audience.
• Strong customer service and communications skills.

• Use of help desk ticketing systems (e.g., ServiceNow).

• Knowledge of Service Desk support methodology.
• Demonstrated teamwork skills.
• Must be able to work independently with limited supervision.

• Previous executive level/ VIP support (desired).

• Prior medical or military experience (desired).

• ITIL Foundation certification (desired).
• HDI or similar certification (desired). Requirements:
• Bachelor's Degree or 4 years' experience in a customer service or help desk role.

• Minimum of 2 years' experience supporting Windows workstations/desktops in a technical or help desk role.

• DoD 8570 IAT Level II certification (e.g., Security + CE) within 60 days of hire.

• Active DoD SECRET (or above) clearance; will consider individuals able to obtain interim secret clearance within 30 days of offer.

• Work on-site due to classified system requirements.
• Government contract requires person possess proof of U.S. citizenship. An opportunity for Overtime to fill in for helpdesk personnel on vacation/time off.