Senior Help Desk Specialist

At ValidaTek, we modernize and optimize IT services to solve some of the most critical challenges facingfederal civilian and defense agencies. Our leadership prioritizes a caring culture that allows each team member to explore their potential and innovate. As a result, our Federal Government customers trust us to provide innovative, high-quality, and repeatable results. Our commitment to quality for the past 16 years is why we are appraised at CMMI Maturity Level 5 for the delivery of IT services and development, levels only achieved by fewer than 20 companies in the United States.

www.validatek.com

Senior Help Desk Specialist

Position Description:

We are seeking a talented Senior Help Desk Specialist to support our DHS program. The Senior Help Desk Specialist will serve as the lead help desk specialist providing administrative and technical guidance, training, and support to other help desk personnel. The Lead will manage help desk activities providing implementation, operation and troubleshooting assistance to staff and other employees. Responsible for performing qualitative and quantitative systems analysis, program development, and computer hardware/software troubleshooting on IT systems and mobile devices.

Responds to users' requests for assistance by phone, in person, and online. May staff a help desk, information center and/or provide on-site support. May install and modify personal computer, network hardware, software, and peripherals. Diagnoses hardware, software, and operator problems and takes remedial actions, escalates and/or recommends procedural changes. May load and configure operating systems and applications such as word processing, database, spreadsheet and other applications. Requires comprehensive knowledge of stand-alone and networked personal computers and related peripheral equipment, and of commonly used stand-alone and networked applications.

Responsibilities:

• Provides computer support services and IT-related customer service experience.
• Responds to users' requests for assistance by phone, in person, and online.
• May staff a help desk, information center and/or provide on-site support.
• May install and modify personal computer, network hardware, software, and peripherals. Diagnoses hardware, software, and operator problems and takes remedial actions, escalates and/or recommends procedural changes.
• May load and configure operating systems and applications such as word processing, database, spreadsheet and other applications.
• Requires comprehensive knowledge of stand-alone and networked personal computers and related peripheral equipment, and of commonly used stand-alone and networked applications.
• Provides phone and in-person support to users in areas which include e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications.
• Serves as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems.
• Knowledgeable of building forms using Adobe Acrobat.
• Knowledgeable of deployment and management of MS Teams.

Duties:

• Knowledge - Full knowledge of job obtained through work experience or some formal training. Substantial acquaintance with and understanding of general aspects of the job with a broad understanding of the detailed aspects of the job.
• Impact - Errors may be detected and corrected but may cause moderate loss of time or customer/user satisfaction.
• Supervision Received - General/moderate supervision and instructions given for routine work and detailed instructions given for new activities or special assignments.
• Contacts - Contacts are typically with individuals within own department and occasionally with contacts outside own organization.

Qualifications:

• Active DoD Top Secret Clearance. Must be able to obtain a Top Secret/SCI clearance.
• Associates degree or higher and/or five plus years' of Help Desk support experience.
• Knowledgeable of building forms using Adobe Acrobat.
• Knowledgeable of deployment and management of MS Teams.

ValidaTek is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.

Applicants who are selected for employment will be required to verify authorization to work in the United States.

Offers of employment will be contingent upon passing a post-offer background check.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor 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. 41 CFR 60-1.35(c)