Help Desk Specialist III with Security Clearance

Company: Solutions 71
Position Title: Help Desk Specialist III
Location: Atlanta, GA (Regional Office) / Gulfport, MS (Potential Ad-hoc telework with employer pre-approval) Hours: 40, Monday–Friday, 7:00 a.m. to 5:30 p.m., excluding Federal Holidays
Position Description: Solutions 71 is seeking a Help Desk Specialist III to support the U.S. Environmental Protection Agency (EPA) Region 4 (Southeast) under the Multi-Regional Information Technology Support Services (MRITSS) requirement.

This contract provides IT Service Desk Support, incident management, workstation management, and end-user support to EPA Region 4, to Federal employees, support contractors and EPA special program personnel. Service support includes remote users working outside of EPA operated facilities and may not be connected directly to the EPA Network.

The Help Desk Specialist III will provide end-to-end customer support and just-in-time training support for EPA regional users and other designated authorized users of IT services, working within a tiered incident support model to ensure timely resolution of technical issues. Specific Duties / Tasks (include, but are not limited to):

• Provide Service Desk Support through the EISD Enterprise Level IT Service Desk Customer Portal to users, to include help by telephone, remote control, and in person support at the desktop/problem area.
• Support software application support, operating system support, file maintenance, workstation and laptop configuration, network configuration, network communications, remote access, peripheral support (printers, monitors, scanners, etc.), mobile devices, video teleconference (VTC), and general end user incident and request management.
• Support EPA requirements for remote access, perform new user set-ups, account termination, telecommunication services, and the set-up of peripheral/portable devices, and perform inventory control and management.
• Perform problem resolution, manage desktop hardware and software assignments, address warranty problems, and provide environment orientation, overview training, and group training on an as needed basis.
• Record, analyze, maintain, and prepare and submit required reports regarding problem resolution occurrences and trends, and develop self-help training aids (e.g., tips & tricks, FAQs) for recurring problems as needed.
• Resolve issues on first contact or appropriately document the ticket data and correctly assign it to the appropriate resolver group(s), and accurately document contact resolution, confirming closure with the end user before closing the contact.
• Treat all incident response for VIP users as a Priority 1 ticket.
• Maintain accountability for assigned IT assets, peripherals, mobile devices, software licenses, loaner equipment, and consumable supplies by supporting configuration, testing, distribution, retrieval, inventory updates, and approved disposition activities. • Travel to other EPA authorized work location may occasionally be required when specifically authorized by the Solutions71 Program Manager.

Requirements

• Minimum 4 years of relevant IT help desk/customer support experience
• Associate's Degree (AA) in a relevant field or equivalent experience
• Strong customer service verbal and written communication skills • Must be a US Citizen who holds or can attain a Federal Tier 4 positive suitability determination (Public Trust) as required prior to starting employment. • Must be able to work on-site at the assigned EPA Regional Office location during full operating hours

Solutions 71, LLC offers a comprehensive benefits package that offers:

• Competitive pay
• Medical and Dental Insurance
• Life Insurance
• Short and Long Term Disability
• 401k Plan with company match
• Paid Time Off
• Training and Certification Reimbursement
• Tuition Reimbursement
• Visit our website at www.solutions71.com for company information.

Solutions 71, LLC is an EOE/M/F/VET/Disability