administrative assistant (meritain health)

front desk agent

customer support specialist Jobs in Washington

customer support specialist

deskside engineer

desktop technician - bia Jobs in Washington

desktop technician - bia

entry level technician Jobs in Washington

entry level technician

help desk technician

EMC, Inc

<p>Hi,</p><p>Hope you are doing well.</p><p>We have a Contract opportunity with one of our major clients. They are looking for <b>Help Desk Specialist </b>for one of their important projects.</p><p><b>Position</b>: <b>Help Desk Specialist </b><br/><b>Location: Washington DC (5 Days Onsite)</b></p><p><b>Duration: Long Term Contract</b></p><p><b>Required: Secret or Clearable or able to obtain</b></p><p><b>Must have ITIL V5 </b></p><p><b>Job Description:</b></p><ul><li>Must have three or more years of experience servicing customers in a Desktop Support role.</li></ul><p>Configure, installs, and supports desktop computers, laptop computers, handheld devices, printers, monitors, portable data storage devices, and other general peripherals.</p><ul><li>Provide technical ability to troubleshoot, diagnose, and repair computers, laptops, and other peripherals.</li><li>Provides enhanced desktop and user support service to VIP customers.</li><li>Relocates IT equipment including desktop computers, printers, monitors, portable data storage devices, and other general peripherals.</li><li>Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required.</li></ul><p>Connects and configures IT devices to use computer networks.</p><ul><li>Diagnoses hardware and software failures, communicates the remediation plans to users, and provides status updates.</li><li>Provides software support for users (as identified by the task), including basic to advanced software operations and general use of computers and peripherals.</li><li>Supports desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management.</li><li>Provides virtual assistance sessions such as Windows Remote Assistance and Apple Remote Desktop.</li><li>Develops end-user documentation and instructions.</li><li>Contributes knowledge and updated information to maintain the Desktop Support Standard Operating Procedures (SOPs) and Training manuals for support.</li><li>Supports disaster recovery and adapts to various types of situations, clients, and tools.</li><li>Ability to work well under pressure and to meet deadlines as needed.</li><li>Uses an IT ticket system, is responsible for receiving and tracking the trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved, and closed out with the customer and in the system.</li><li>Tracks and updates the movement of all IT assets (laptops, desktops, printers, etc.) within the stipulated database and within time constraints.</li><li>Stays in regular communication throughout the day with other tiers of support and Management staff.</li><li>Maintains a professional attitude and appearance, while always providing excellent customer service, to include maintaining a good work ethic and assisting other analysts when needed.</li><li>Participates in troubleshooting of issues with the drive towards root cause identification</li><li>Must be able to obtain a Public Trust security clearance.</li><li>Experience with Mac hardware and software is desired.</li><li>Candidate agrees to obtain ITIL Foundation level certification within their first 3 months of employment.</li></ul><p><b>One or more of the following industry certifications is highly desired.</b></p><ul><li>Help Desk Institute (HDI)</li><li>CompTIA A+</li><li>CompTIA Network+</li><li>CompTIA Security++</li><li>MCSA: Windows 10</li><li>MCSE: Desktop Infrastructure</li><li>MCDST: Microsoft Certified Desktop Support Technician</li><li>ITIL Foundation (within 3 months of hire).</li></ul><p>Job Types: Contract, Permanent</p><p>Pay: $25.00 - $27.00 per hour</p><p>Expected hours: 40 per week</p><p>Work Location: In person</p>

Onsite Role: Help Desk Specialist in Washington DC

Dexterra Group

<div>
 <strong>
  Company Description
  <br/>
  <br/>
 </strong>
 <strong>
  CMI is now a part of the Dexterra Group!
  <br/>
  <br/>
 </strong>
 CMI Management LLC is headquartered in Alexandria, VA and is a proven provider of efficient business, technology and facilities management solutions designed to help government and commercial clients reduce operational costs, operate at optimum performance and access the information needed for daily and long-term productivity. CMI has been in business for over 30 years and is well established in the federal contracting arena. Please visit www.cmimgmt.com to learn more about our company!
 <br/>
 <br/>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 The Service Desk Technician provides Tier 1 support, ensuring timely resolution of incidents and service requests, proactive monitoring, and effective escalation at CMI&rsquo;s customer site in Washington, DC.
 <br/>
 <br/>
 <strong>
  Key Job Functions
  <br/>
  <br/>
 </strong>
 <strong>
  Service Request &amp; Incident Management
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Deliver IT support both remotely (via Teams, phone, email) and onsite, providing timely and effective assistance regardless of user location.
  </li>
  <li>
   Own end to end handling of tickets in the ITSM platform: log, classify, prioritize, resolve, and, when needed, escalate to the appropriate resolver groups; maintain continuous communication with customers until closure.
  </li>
  <li>
   Monitor ticket queues and contribute to monthly KPI and backlog reviews.
  </li>
  <li>
   Participate in Major Incident communications and post incident documentation; support Problem investigations to prevent recurrence.
  </li>
  <li>
   Contribute to Major Incident, Problem, Change, and Configuration processes
  </li>
  <li>
   Maintain an up-to-date knowledge base, driving a consistent, high quality service experience
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Microsoft 365 &amp; Collaboration Support
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Provide first line support for Outlook, Teams, SharePoint, OneDrive and other Office 365 applications.
  </li>
  <li>
   Provide technical support for high-level virtual meetings, including meeting room setup, role configuration, and live interpretation support.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Device and Peripheral Support
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Setup, troubleshooting and replacement of laptops, docking stations, monitors, keyboards, mice, and webcams.
  </li>
  <li>
   Troubleshooting printer errors (paper jams, toner replacement).
  </li>
  <li>
   Guide users through mobile device enrollment and compliance remediation; perform supported helpdesk actions (sync, retire, wipe, passcode reset) per policy; collaborate with endpoint admins on escalations.
  </li>
  <li>
   Track corporate mobile enrollment and compliance status and update shared logs/records as part of service delivery.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Operational Monitoring &amp; Integrations
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Monitor service alerts/events and act or escalate per SOPs; support simple automation/integration scenarios.
  </li>
  <li>
   Apply ITIL-aligned practices across Incident/Request/Change/Configuration processes.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Knowledge &amp; Documentation
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Create and maintain KB articles, user guides, and runbooks; suggest improvements to service workflows and policies; contribute to continuous improvement initiatives.
  </li>
  <li>
   Develop and share user guides, job aids, and training materials to promote self-service, digital literacy, and efficient use of IT resources.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Service Quality &amp; Reporting
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Adhere to SLAs and report on KPIs (e.g., response times, resolution rates, backlog aging); share weekly/monthly performance snapshots with stakeholders.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Technical diploma/degree in IT or related field
  </li>
  <li>
   Microsoft and ITIL certifications are an advantage
  </li>
  <li>
   Must be bi-lingual (English/Spanish)
  </li>
  <li>
   Hands on Service Desk experience in a global or multicultural environment using an ITSM tool.
  </li>
  <li>
   Working knowledge of Microsoft 365 apps and admin portals; basic Exchange Online mailbox/calendar administration.
  </li>
  <li>
   Familiarity with ITIL practices; ability to contribute to Major Incident, Problem, Change, Configuration activities.
  </li>
  <li>
   Strong customer service, communication, and troubleshooting skills; clear, concise ticket documentation.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Additional Information
  <br/>
  <br/>
 </strong>
 <strong>
  COMPETENCIES FOR SUCCESS
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Teamwork
  </li>
  <li>
   Results orientation/operational excellence
  </li>
  <li>
   Holding self and other accountable
  </li>
  <li>
   Operational business thinking
   <br/>
   <br/>
  </li>
 </ul>
 All your information will be kept confidential according to EEO guidelines.
 <br/>
 <br/>
 CMI is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans&rsquo; status, Indigenous status, or any other legally protected factors. Disability-related accommodations during the hiring selection process are available upon request.
</div>


Service Desk Technician

General Dynamics Information Technology

<div>
 <strong>
  <strong>
   Job Description:
   <br/>
   <br/>
  </strong>
 </strong>
 <strong>
  Type of Requisition:
  <br/>
  <br/>
 </strong>
 Regular
 <br/>
 <br/>
 <strong>
  <strong>
   Clearance Level Must Currently Possess:
   <br/>
   <br/>
  </strong>
 </strong>
 None
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 <br/>
 <strong>
  <strong>
   Clearance Level Must Be Able To Obtain:
   <br/>
   <br/>
  </strong>
 </strong>
 None
 <br/>
 <br/>
 <strong>
  Other
  <br/>
  <br/>
 </strong>
 <strong>
  Public Trust/Other Required:
  <br/>
  <br/>
 </strong>
 <strong>
  <strong>
   Job Family:
   <br/>
   <br/>
  </strong>
 </strong>
 Technical Support Services
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 <br/>
 <strong>
  <strong>
   Skills:
   <br/>
   <br/>
  </strong>
 </strong>
 <strong>
  Job Qualifications:
  <br/>
  <br/>
 </strong>
 Microsoft Office, Service Desk (Inactive), Ticketing Systems
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 <br/>
 <strong>
  <strong>
   Certifications:
   <br/>
   <br/>
  </strong>
 </strong>
 None
 <br/>
 <br/>
 <strong>
  <strong>
   Experience:
   <br/>
   <br/>
  </strong>
 </strong>
 4 + years of related experience
 <br/>
 <br/>
 <strong>
  <strong>
   US Citizenship Required:
   <br/>
   <br/>
  </strong>
 </strong>
 Yes
 <br/>
 <br/>
 <strong>
  <strong>
   Job Description:
   <br/>
   <br/>
  </strong>
 </strong>
 GDIT is seeking a Help Desk Specialist for 24x7x365 service desk support for a Federal customer in Washington, DC. This position is under an IT modernization and sustainment program within a component agency of the Department of Homeland Security (DHS). This position will report directly to the Service Desk Manager or a Shift Lead. In order to more effectively achieve its mission objectives, the component agency must provide technical support to end users to ensure systems are operating with optimal performance, security, and usability. The candidate will conduct all necessary technical Service Desk support activities to ensure systems are strong, robust, and perform up to standard.
 <br/>
 <br/>
 <strong>
  The work hours for this position is 11:00pm - 7:30am Friday - Tuesday and candidate must be onsite
  <br/>
  <br/>
 </strong>
 <strong>
  The work location is near Gallery Place Metro station or Metro Center in Washington, DC. Candidate must be able to work onsite
  <br/>
  <br/>
 </strong>
 <strong>
  <strong>
   HOW JOB TITLE WILL MAKE AN IMPACT
   <br/>
   <br/>
  </strong>
 </strong>
 <ul>
  <li>
   The Help Desk Specialist will: Provide user support and customer service on company supported computer applications and platforms, use a ticketing system (ServiceNow) to document and create all incoming Incident and Service Requests, troubleshoot issues and advise on appropriate action, ensure prompt resolution of issues, escalate issues to Tier 2 or shift lead, track all issues to closure, respond to user requests via phone and email.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  <strong>
   WHAT YOU&rsquo;LL NEED TO SUCCEED
   <br/>
   <br/>
  </strong>
 </strong>
 <ul>
  <li>
   The applicant must have a technical background
  </li>
  <li>
   Experience working on service desk teams supporting IT services (Desired)
  </li>
  <li>
   Experience in working with a ticketing system, such as Remedy, SCSM, ServiceNow, etc&hellip; (Desired)
  </li>
  <li>
   The ability to resolve technical and other types of issues with little oversight
  </li>
  <li>
   Strong oral and written communications skills
  </li>
  <li>
   Technical certifications (Desired)
  </li>
  <li>
   3 years relevant experience with an Associates degree or in lieu of a degree is acceptable
  </li>
  <li>
   Technical degree preferred
  </li>
  <li>
   Contract requires US Citizenship and the candidate must be able to obtain a public trust.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  <strong>
   GDIT IS YOUR PLACE:
   <br/>
   <br/>
  </strong>
 </strong>
 <ul>
  <li>
   401K with company match
  </li>
  <li>
   Comprehensive health and wellness packages
  </li>
  <li>
   Internal mobility team dedicated to helping you own your career
  </li>
  <li>
   Professional growth opportunities including paid education and certifications
  </li>
  <li>
   Cutting-edge technology you can learn from
  </li>
  <li>
   Rest and recharge with paid vacation and holidays
   <br/>
   <br/>
  </li>
 </ul>
 The likely hourly rate for this position is between $25.63 - $27.63. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
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 <br/>
 <strong>
  <strong>
   Scheduled Weekly Hours:
   <br/>
   <br/>
  </strong>
 </strong>
 40
 <br/>
 <br/>
 <strong>
  <strong>
   Travel Required:
   <br/>
   <br/>
  </strong>
 </strong>
 None
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 <br/>
 <strong>
  <strong>
   Telecommuting Options:
   <br/>
   <br/>
  </strong>
 </strong>
 Onsite
 <br/>
 <br/>
 <strong>
  Work Location:
  <br/>
  <br/>
 </strong>
 USA DC Washington
 <br/>
 <br/>
 <strong>
  Additional Work Locations:
  <br/>
  <br/>
 </strong>
 <strong>
  <strong>
   Total Rewards At GDIT:
   <br/>
   <br/>
  </strong>
 </strong>
 Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
 <br/>
 <br/>
 We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
 <br/>
 <br/>
 Join our Talent Community to stay up to date on our career opportunities and events at
 <br/>
 <br/>
 gdit.com/tc.
 <br/>
 <br/>
 Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
</div>


Help Desk Technical Support - Shift 11:00pm - 7:30am Friday - Tuesday - Secret or TS preferred

Collaboredge

<div><div><div><b>Short Description:</b></div>
<div></div>
<div>The Helpdesk Specialist is a first level rep to the OCTO technical support team. They answer a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion. Onsite:3 Days-12 hrs. shifts/1 Day every other week 8hrs</div>
<div></div>
<div><b>Complete Description:</b></div>
<div></div>
<div>The Office of the Chief Technology Officer is seeking a first level technical support representative. Who will be responsible for answering a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion. Please view the roles and responsibilities below:
<br>
<br>
Work Arrangement / Schedule
<br>
<br>
Onsite - 6 PM - 6 AM: 3 Days-12 hrs shifts
<br>
<br>
Sunday: 9 AM - 6 PM: 1 Day every other week 8hrs
<br>
<br>
<b>Customer Support Entry Roles and Responsibilities</b><br>
</div>
<div>i. Answer calls in a dynamic IT operations environment, supporting multiple agencies</div>
<div><br>
ii. Provide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of Columbia</div>
<div><br>
iii. Log and route service requests and incidents in an incident management system</div>
<div><br>
iv. Create and maintain knowledge articles in the agency's knowledge management system on a daily basis<br>
v. Provide a high level of customer service to end users on a daily basis</div>
<div><br>
vi. Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications</div>
<div><br>
vii. Troubleshoot issues related to agency specific applications and web applications</div>
<div><br>
viii. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets</div>
<div><br>
ix. Collaborate with the IT leadership team to select and implement cost-effective technology for District</div>
<div><br>
x. Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests</div>
<div><br>
xi. Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents</div>
<div><br>
xii. Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources</div><div><br>
<br>
</div><div><b>Candidate Skills Matrix:</b></div>
<div></div>
<div><i>Following sections are to be filled by the candidate:</i></div>
<div></div>
<div><b>Skills</b> | <b>Required/Desired</b> | <b>No. of Years</b> | <b>How many years of experience candidate has?
</b><br>
Bachelor&rsquo;s degree in IT or related field or equivalent experience | Required | 5 |
<br>
Customer service support experience in either a face to face or phone support role. | Required | 2 |
<br>
Excellent written and verbal communication skills in a professional setting | Required | 2 |
<br>
Provide technical support to computer system users by telephone, email, and etc. | Required | 1 |
<br>
Maintain computers, systems, and printers in a professional setting | Required | 1 |
<br>
Expertise in supporting desktop operating systems (Windows 10, 11, and Mac OSX 10.10.x) | Required | 1 |
<br>
Install and troubleshoot computer operating systems (Windows 10, 11, and Mac OSX 10.10.x) | Required | 1 |
<br>
Experience providing technical support in a call center environment where the candidate received multiple calls at once. | Required | 1 |
<br>
Provide customer-oriented results and build an efficient end-user support environment. | Required | 1 |
<br>
Experience with basic Active Directory functions such as account creations, password resets, and OU Management | Required | 1 |
<br>
Knowledge of Microsoft Office Suite (Office 365) | Required | 1 |
<br>
A Microsoft Certifications: MCP, Windows, 10, CompTIA A+ etc. | Highly desired | |</div><br>
<div></div>
<div></div>
<div><b>Background check:</b>
</div>
<div></div><ul><li>Extensive criminal history background check will be required. We cannot submit candidates with recent histories (go back seven years) of extensive driving, drug, robbery or any other illegal activity. Any criminal activity on the background check will eliminate the candidate from consideration. If selected, please make certain that you inform all candidates that they will have to complete this criminal background check prior to starting. NATIONAL background checks are required; Federal background checks are NOT compliant under this contract. A national background check is a national criminal background check that pulls criminal records from State and County Courts in almost every US State.</li></ul></div></div>

OCTO - Helpdesk Specialist Entry

<div>About DMI:
<div>
DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efﬁcient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com</div>
About the Opportunity:
<div>
DMI, LLC is seeking a <b>Tier I Agent </b>to join our team.</div><div></div><div><b><br>
Duties and Responsibilities:</b></div><ul><li>
Provide Tier I technical software, hardware, and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions, or may provide expertise to solve first-tier technical support issues for end-users of the organization&rsquo;s products and services</li><li>
Use automated information systems to analyze routine situations</li><li>
Review incoming requests, both computer-generated and verbal - sort, code, and prioritize tickets for proper action</li><li>
Resolve problems or contact more senior technical support as necessary</li><li>
Support users by fulfilling individual requests for information and/or training on various systems available</li><li>
Conduct technical research for sources of information required in support of the request for information related to ongoing programs</li><li>
Interact, coordinate, and/or escalate to other team members to ensure the core issue is addressed</li></ul>
Qualifications:
<div><b>
Education and Years of Experience:</b></div><ul><li>
Security+ certification required for this role</li></ul><div><b>
Background Requirements:</b> Successful completion of a Public Trust background investigation and/or a Public Trust clearance.</div><div></div><div><b><br>
Citizenship Status Required</b><b>:</b> Must be a <b>U.S. Citizen</b><b>.</b></div><div></div><div><b><br>
Physical Requirements:</b> None required for this position.</div><div></div><div><b><br>
Hours:</b> 9am-5pm, Monday-Friday</div><div></div><div><b><br>
Location: </b>Role sits onsite in Washington, DC</div><div></div><div><br>
#LI-SM3</div>
Working at DMI:
<div>
DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your well-being. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI well-being:</div><ul><li>
Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.</li><li>
Development &ndash; Annual performance management, continuing education, tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.</li><li>
Financial &ndash; Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance, and Disability to help provide financial stability for each DMI employee.</li><li>
Recognition &ndash; Great achievements do not go unnoticed by DMI through the Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, and employee referral bonuses.</li><li>
Wellness &ndash; Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.</li></ul><div></div><div><br>
Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.</div><div></div><div><b><br>
***************** No Agencies Please *****************</b></div><div></div><div><br>
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.</div></div>

Tier 1 Agent

Imagineeer

<div>
 <strong>
  Benefits:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   401(k) matching
  </li>
  <li>
   Competitive salary
  </li>
  <li>
   Health insurance
  </li>
  <li>
   Paid time off
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  About this Role:
  <br/>
  <br/>
 </strong>
 The IT Service Administrator oversees the daily operations of the IT service desk in support of federal agency employees and contractors. This role ensures timely, effective, and secure technical support, manages help desk staff, enforces compliance with federal IT standards, and contributes to the overall mission success of the agency.
 <br/>
 <br/>
 <strong>
  Key Responsibilities:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Manage and supervise Tier 1, Tier 2, and Tier 3 IT help desk staff, ensuring consistent, high-quality service delivery.
  </li>
  <li>
   Oversee the IT ticketing system (e.g., ServiceNow, Remedy, Jira) for tracking incidents, service requests, and resolutions.
  </li>
  <li>
   Monitor and enforce Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and help desk metrics.
  </li>
  <li>
   Serve as the escalation point for complex or high-priority technical issues.
  </li>
  <li>
   Develop, maintain, and enforce Standard Operating Procedures (SOPs), policies, and guidelines aligned with federal IT standards.
  </li>
  <li>
   Provide coaching, mentoring, and training for help desk staff to enhance technical skills and customer service.
  </li>
  <li>
   Collaborate with federal program managers, IT teams, and contractors to resolve issues and optimize support processes.
  </li>
  <li>
   Ensure compliance with federal cybersecurity and IT mandates (e.g., NIST 800-53, FISMA, DHS directives).
  </li>
  <li>
   Support onboarding/offboarding of federal personnel and contractors, including account management and system access provisioning.
  </li>
  <li>
   Analyze recurring problems and recommend process improvements or automation to increase efficiency and service quality.
  </li>
  <li>
   Participate in IT governance, incident response, and audit preparation activities.
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   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications and Skills:
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  <br/>
 </strong>
 <ul>
  <li>
   Bachelor&rsquo;s degree in Information Technology, Computer Science, or related field (Master&rsquo;s preferred).
  </li>
  <li>
   5+ years of IT help desk or service management experience, including supervisory or managerial experience.
  </li>
  <li>
   Strong knowledge of ITIL/ITSM frameworks, help desk operations, and ticketing systems.
  </li>
  <li>
   Experience supporting federal IT environments or large-scale enterprise systems.
  </li>
  <li>
   Excellent leadership, communication, and customer service skills.
  </li>
  <li>
   Strong problem-solving and analytical abilities.
  </li>
  <li>
   Familiarity with federal cybersecurity standards and compliance requirements.
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   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Desired Skills and Competencies:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   ITIL Foundation or higher certification.
  </li>
  <li>
   PMP or project management experience is a plus.
  </li>
  <li>
   Experience with federal enterprise systems, cloud environments, or mission-critical IT infrastructure.
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Additional Information:
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  <br/>
 </strong>
 <ul>
  <li>
   Must be able to obtain a Public Trust.
  </li>
  <li>
   Must be a U.S. Citizen.
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 Flexible work from home options available.
</div>


IT Service Administrator

Integral Federal, Inc.

<div>
 Overview The Help Desk Manager supports TSA's Trusted Operations, Maintenance, Cybersecurity, Assurance, and Technology (TOMCAT) operational continuity, service excellence, security, and adaptive IT/OT Operations and Maintenance (O&amp;M) support. Responsibilities
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 <ul>
  <li>
   Plan and implement the appropriate IT capacity (Resource Capacity Management, Service Capacity Management, and Business Capacity Management) while helping ensure that information &amp; technology services achieve expected levels of performance.
  </li>
  <li>
   Manage and mentor service desk staff, ensuring they are well-trained and equipped to handle inquiries and technical issues effectively.
  </li>
  <li>
   Oversee the daily operation of the service desk including monitoring performance metrics and service level agreements (SLAs).
  </li>
  <li>
   Act as the primary point of contact for escalated issues to ensure FLETC expectations are met and that the service desk provides a high level of support.
  </li>
  <li>
   Responsible for identifying and implementing service improvement initiatives.
  </li>
  <li>
   Coordinate with other IT sections to resolve issues and ensure that the service desk continually evolves to meet changing business needs.
  </li>
  <li>
   Analyze performance data to identify trends and areas of improvement to provide regular reports to management on service desk performance. Qualifications Required:
  </li>
  <li>
   Bachelor's Degree with 10 years of experience in IT support
  </li>
  <li>
   5 years of support as a Help Desk Manager
  </li>
  <li>
   Knowledge of ServiceNow
  </li>
  <li>
   ITIL v4 Certified
  </li>
  <li>
   Secret Clearance Preferred:
  </li>
  <li>
   Experience in implementing ITIL-based methods of using industry-recognized Service Desk ticket management software. Company Overview Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure. Integral is headquartered in McLean, VA and serves clients throughout the country. We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal! Our package also includes:
  </li>
  <li>
   Medical, Dental &amp; Vision Insurance
  </li>
  <li>
   Flexible Spending Accounts
  </li>
  <li>
   Short-Term and Long-Term Disability Insurance
  </li>
  <li>
   Life Insurance
  </li>
  <li>
   Paid Time Off &amp; Holidays
  </li>
  <li>
   Earned Bonuses &amp; Awards
  </li>
  <li>
   Professional Training Reimbursement
  </li>
  <li>
   Employee Assistance Program Equal Opportunity Employer/Protected Veteran/Disability
  </li>
 </ul>
</div>


Help Desk Manager with Security Clearance

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