Enterprise Services Desk (HelpDesk) Specialist

Job Description

Job DescriptionDescription:

Potomac Haven is an award-winning IT and professional services firm with a mission to empower federal agencies through innovative, people-centered solutions. By delivering diverse, multi-talented professionals, we help our clients achieve their goals and fulfill critical missions. Our trusted partners include the Bureau of Industry and Security, DoD Washington Headquarters Services, U.S. Air Force, U.S. Coast Guard, USAID, CFPB, GSA, CDC, and ACF, among others.

We are currently seeking a full-time Helpdesk Specialist with a proven track record of success in the federal sector to work at the customer site in Washington, DC. The ideal candidate will bring deep technical expertise and a strong understanding of advancing accessibility guidelines and standards.

The right candidate will provide help desk support to the US Access Board (USAB) systems through a range of activities that include:

• Help Desk Support Services are available via on-site (in-person), remote, telephone, and email, including support for specialized software and peripherals to ensure Section 508 compliance.
• Respond to and provide troubleshooting, technical support, and resolution of support requests for desktop, laptop, tablet, mobile device applications, and printers.
• Troubleshooting and resolving issues with USAB desktop software applications, including Microsoft Office 365 Applications, VPN software, and other agencies’ applications.
• Performing proactive and preventive maintenance of desktop, laptop, tablet, and mobile devices to apply necessary changes to configuration, application of patch updates, etc.
• Ensuring that desktop, laptop, tablet, and mobile devices' security settings are configured according to the Chief Information Security Office (CISO) guidance. This includes, but is not limited to, access control, audit, and network configuration settings.
• Ensuring appropriate anti-virus detection and response mechanisms are employed and maintained on Access Board computers and mobile devices.
• Performing data backup and recovery actions to protect critical data stored on USAB computers.
• Deploying standard disk images of USAB computers, mobile devices, and maintaining settings for operating system configuration, web browser configuration, application configuration, computer, and mobile device
• security.
• Revise the standard configuration to incorporate new changes to the computer and mobile device configuration periodically.
• Documenting and maintaining standard hardware, operating system, and software configurations for USAB-owned computers and mobile devices, and ensuring that all fielded devices remain consistent with the standard
• configurations.
• Managing the deployment of new computers and mobile devices, the reconfiguration and redeployment of previously used computers and mobile devices, and the retirement of old desktop, laptop, tablet, and mobile devices.
• Coordinating configuration changes via the defined Change Configuration Board (CCB) process.
• Provide hands-on and technical support for two conference rooms. This task will include conference room setup for equipment/software, troubleshooting of the equipment/software used to run the conference room(s), and coordinating repair(s) with the hardware support vendor (as needed).
• Assist with formulating the support plan, USAB supported approximately four (4) such meetings in 2024.
• Accurately records and tracks calls using help desk software.
• Provide deskside support between 8:00 a.m. and 5:00 p.m. EST, Monday through Friday, with an on-call capability for limited urgent needs support for USAB VIP users.

Requirements:

• Minimum 5 years of experience as an Enterprise Services Desk Specialist.
• Minimum of 5 years providing highly technical expertise in enterprise systems and cloud systems (i.e, Azure, AWS, Google platforms).
• Minimum of 5 years setting up, troubleshooting, and backing up desktop systems, including antivirus/spam support.
• Minimum 5 years providing help desk support on IT Hardware and Software Systems and Applications; desktops, mobile devices, tablets, and password management.
• Demonstrated experience in ACD (Automatic Call Distributor) Group call.
• Demonstrated troubleshooting and technical support experience in Microsoft Teams, Zoom, Box, Office 365 Applications, Electronic fax, Printers, VPN software, and other custom-built enterprise applications.
• Demonstrated experience in setting up conference room equipment and software.
• Must able attend to 50-100 monthly requests, meet and maintain the following SLA's (Response to Helpdesk phone call - 80% addressed in less than 24 hours; Response to Helpdesk voicemail - 80% addressed in less than 24 hours; Response to Email - 80% addressed in less than 24 hours).

Benefits:

• Potomac Haven covers 70% of our full-time employees' health insurance premiums (medical, dental, vision) through Anthem
• Simple IRA and corporate match
• Educational, training, and certification assistance
• Complementary short- and long-term disability insurance
• Paid time off (PTO)

Work Location/Schedule:

• Onsite in Washington, DC
• Monday to Friday