Help Desk Support Service Specialist Senior - IT Effectiveness, User Support Help Desk

Job Description

ProSidian Seeks a Help Desk Support Service Specialist - Senior | IT Effectiveness - User Support Help Desk [NPS012017] - DPLH Est.: 2080 Hrs. ST | 0 Hrs. OT on a Exempt [W2] Contract Contingent Basis Engagement Team | Analyst 3 Labor Category - Mid Level Exempt [W2] Professional aligned under services related to NAICS: 541519 - DPLH Est.: 2080 Hrs. ST | 0 Hrs. OT on a Exempt [W2] Contract Contingent Basis located CONUS:  Washington, DC, and Reston, Virginia, and the National Information Systems Center (NISC), located in Denver, Colorado. Across The Mid Atlantic Region supporting NPS is responsible for managing national parks and other sites, providing IT and telecom services through their National Information Technology Center.

Seeking Help Desk Support Service Specialist - Senior candidates with relevant Government And Public Services Sector Experience (functional and technical area expertise also ideal) to support professional services engagement for Government And Public Services Sector Clients such as NPS.  This as a Contract Contingent or Contract W-2 (IRS-1099) Position and ProSidian reserves the right to convert to a Full-Time ProSidian employed W-2 Position.

JOB OVERVIEW

Provide services and support as a Information Technology Center Support (Help Desk Support Service Specialist - Senior) in the Government And Public Services Industry Sector focussing on IT Services Solutions for clients such as The Department of Interior (DOI | NPS) | DOI National Park Service (NPS) Information Resources (IR) Directive Generally Located In CONUS:  Washington, DC, and Reston, Virginia, and the National Information Systems Center (NISC), located in Denver, Colorado. and across the Mid Atlantic Region.

RESPONSIBILITIES AND DUTIES - Help Desk Support Service Specialist - Senior | IT Effectiveness - User Support Help Desk [NPS012017]

Serve as a Help Desk Support Service Specialist - Senior and provide coverage for swim lane tasks primarily considered in alignment with Task 2.4.1 User Support Help Desk related activities to Provide senior-level technical support for complex IT issues, including troubleshooting, diagnosis, and resolution for systems and networks.

Oversee system administration tasks ensuring system availability and efficiency.

Lead Tier 1-3 IT support efforts, providing advanced solutions for user requests and issues.

Assist with complex help desk escalations, providing senior-level technical expertise to maintain system efficiency.

Qualifications

Desired Qualifications For Help Desk Support Service Specialist - Senior | IT Effectiveness - User Support Help Desk [NPS012017] (NPS012017) Candidates:

Provide senior-level technical support for complex IT issues, including troubleshooting, diagnosis, and resolution for systems and networks.

Oversee system administration tasks ensuring system availability and efficiency.

Lead Tier 1-3 IT support efforts, providing advanced solutions for user requests and issues.

Assist with complex help desk escalations, providing senior-level technical expertise to maintain system efficiency.

Education / Experience Requirements / Qualifications

Bachelor’s degree in IT or related field, 5+ years of help desk support experience.

Senior-level experience in systems administration and support with certifications in MCSE.

Experience with multi-tiered technical support systems in a federal or state environment.

Senior-level help desk experience with certifications in Microsoft technologies.

Certification Skillset Attributes | Process Skillset Attributes | Functional Skillset Attributes | Technical Skillset Attributes | Educational Skillset Attributes

Help Desk Support Service Specialist - Senior Certification Skillset Attributes:

- CompTIA Security+ or CISSP

- Certified Information Systems Auditor (CISA)

- Microsoft Certified Systems Engineer (MCSE)

- Certified in IT Service Management (ITIL)

- Certified Project Management Professional (PMP)

Help Desk Support Service Specialist - Senior Process Skillset Attributes:

- Best Business Practices

- Change Management

- Documentation and Standard Operating Procedures (SOPs)

Help Desk Support Service Specialist - Senior Functional Skillset Attributes:

- Systems Administration Expertise

- Tier 1, 2, and 3 Technical Support

- Network Infrastructure Management

- Cybersecurity Proficiency

- Disaster Recovery and Business Continuity

Help Desk Support Service Specialist - Senior Technical Skillset Attributes:

- IT Service Management (ITSM)

- Operating System (OS) Support

- High Availability Cluster Multiprocessing (HACMP)

- Telecommunications and Voice/Video Infrastructure

- Performance Analysis Tools

Help Desk Support Service Specialist - Senior Educational Skillset Attributes:

- Bachelor’s Degree in IT/Computer Science

- Advanced Certifications

- Project Management Knowledge

Skills Required

Bachelor's degree in Computer Science/IT, 5+ years of relevant experience

Bachelor's degree in IT/related field, 8+ years of experience, and advanced certifications

5+ years of multi-tier technical support experience in government services

Senior-level help desk management experience with relevant certifications

Competencies Required

Technical troubleshooting

Server maintenance

Advanced IT support

Risk management

Ancillary Details Of The Roles

Problem-solving

Project management

Advanced technical skills

Leadership

Federal government experience preferred

On-site and remote roles available

Must meet security clearance requirements

On-site and remote roles available

Must meet security clearance requirements

Must meet security clearance requirements

Other Details

Assist with IT integration

Provide remote support

Document IT policies

Develop disaster recovery plans

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Additional Information

CORE COMPETENCIES

• Teamwork – ability to foster teamwork collaboratively as a participant, and effectively as a team leader
• Leadership – ability to guide and lead colleagues on projects and initiatives
• Business Acumen – understanding and insight into how organizations perform, including business processes, data, systems, and people
• Communication – ability to effectively communicate to stakeholders of all levels orally and in writing
• Motivation – persistent in pursuit of quality and optimal client and company solutions
• Agility – ability to quickly understand and transition between different projects, concepts, initiatives, or work streams
• Judgment – exercises prudence and insight in decision-making process while mindful of other stakeholders and long-term ramifications
• Organization – ability to manage projects and activity, and prioritize tasks

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OTHER REQUIREMENTS

• Business Tools – understanding and proficiency with business tools and technology, including Microsoft Office.  The ideal candidate is advanced with Excel, Access, Outlook, PowerPoint and Word, and proficient with Adobe Acrobat, data analytic tools, and Visio with the ability to quickly learn other tools as necessary.
• Business Tools – understanding and proficiency with business tools and technology, including Microsoft Office.  The ideal candidate is advanced with Excel, Access, Outlook, PowerPoint and Word, and proficient with Adobe Acrobat, data analytic tools, and Visio with the ability to quickly learn other tools as necessary.
• Commitment - to work with smart, interesting people with diverse backgrounds to solve the biggest challenges across private, public and social sectors
• Curiosity – the ideal candidate exhibits an inquisitive nature and the ability to question the status quo among a community of people they enjoy and teams that work well together
• Humility – exhibits grace in success and failure while doing meaningful work where skills have impact and make a difference
• Willingness - to constantly learn, share, and grow and to view the world as their classroom

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BENEFITS AND HIGHLIGHTS

At ProSidian, we invest in our employees to help them stay healthy and achieve work-life balance. Our team members receive a comprehensive benefits package that includes Competitive Compensation, Group Health Insurance Health Benefits, 401(k) Retirement Savings Plan Contributions, Vacation and Paid Time off (PTO) Benefits, Pre-Tax Payment Programs, Purchasing Discounts & Savings Plans, a ProSidian Employee & Contractor Referral Bonus Program, Performance Incentives, etc.  Our comprehensive benefits package includes a medical, dental and vision plan.  Our growing list of benefits currently include the following:

• Competitive Compensation:  Pay range begins in the competitive ranges with full Gold Level (Tier 1) Group Medical Benefits, Pretax Employee Benefit Plan, plus performance incentives
• Group Health Insurance Health Benefits:  Group Health Insurance Including Medical, Dental And Vision Insurance: Contributions are deducted from pay on a Pretax basis - Employee and family coverage is available with employer contribution of 50% of Employee (only) premiums under the Health and Vision Plan through Blue Cross Blue Shield NC (Blue Options Medical Plan Code: PB07840 / Metallic Level: Gold - - bcbsnc.com‎) and Dental Plan (Ameritas - www.ameritas.com).
• 401(k) Retirement Savings Plan: 401(k) Retirement Savings Plans help you save for your retirement.  Eligible employees can make before-tax contributions to the 401(k) Retirement Savings Plan to help you save for retirement.  Contributions are deducted from pay on a pretax basis.  A wide range of investment options are available with a personal financial planner available to assist you. The Plan is a Safe Harbor 401(k) Retirement Savings Plan.  
• Vacation And Paid Time Off (PTO) Benefits:  The flexibility of Paid Time Off (PTO) lets you set your own priorities. Eligible employees use PTO for vacation, a parent-teacher conference, a doctor’s appointment, or any number of events in your life.  Currently these benefits include Vacation/Sick days – 2 weeks | Holidays - 10 Federal Government.
• Pre-Tax Payment Programs:  Pre-Tax Payment Programs currently exist in the form of a Premium Only Plan (POP).  These Plans offer a full Flexible Spending Account (FSA) Plan and a tax benefit for eligible employees.
• Purchasing Discounts & Savings Plans:  We want you to achieve financial success. We offer a Purchasing Discounts & Savings Plan through The ProSidian Corporate Perks Benefit Program - Helping You Do More With Less:  https://ProSidian.CorporatePerks.com.  This provides special discounts for eligible employees on products and services you buy on a daily basis.
• Security Clearance: Due to the nature of our management and operations consulting engagements for Private Companies, Fortune 1,000 Enterprises, and Government Agencies of all sizes; oftentimes there are Security Clearance requirements for Engagement Teams handling sensitive Engagements in the Federal Marketplace.  A Security Clearance is a valued asset in your professional portfolio and adds to your credentials based on past, present, and future work.
• Leverageable Experience and Thought Leadership:  By collaborating with firm leadership, other members of the team, as well as Fellows and collaborating partners in what is a flat organization, you'll make valuable professional connections, interact with clients daily, gain leverageable Experience, and contribute to Thought Leadership while you build a basket of marketable experiences.
• ProSidian Employee & Contractor Referral Bonus Program:  ProSidian Consulting will pay up to $5k for all referrals (payments made after new hire has been employed for 90 days) for candidates submitted through our Employee Referral Program.
• Performance Incentives:  Due to the nature of our management and operations consulting engagements for Private Companies, Fortune 1,000 Enterprises, and Government Agencies of all sizes there are performance incentives associated with each new client that each employee works to pursue and support.
• Flexible Spending Account:  Pending

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ADDITIONAL INFORMATION - See Below Instructions On The Best Way To Apply

• ProSidian Consulting is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor. All your information will be kept confidential according to EEO guidelines.
• ProSidian Consulting has made a pledge to the Hiring Our Heroes Program of the U.S. Chamber of Commerce Foundation and the “I Hire Military” Initiative of The North Carolina Military Business Center (NCMBC) for the State of North Carolina.  All applicants are encouraged to apply regardless of Veteran Status.
• Furthermore, we believe in "HONOR ABOVE ALL" - be successful while doing things with the right way.  The pride comes out of the challenge; the reward is excellence in the work.  FOR EASY APPLICATION USE OUR CAREER SITE LOCATED ON http://www.ProSidian.com/ OR SEND YOUR RESUME’S, BIOS, AND SALARY EXPECTATION / RATES TO CAREERS @ PROSIDIAN.COM.  ONLY CANDIDATES WITH REQUIRED CRITERIA ARE CONSIDERED. Be sure to place the job reference code in the subject line of your email.  Be sure to include your name, address, telephone number, total compensation package, employment history, and educational credentials.

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