Job Description: We are seeking an experienced IT Service Desk Specialist - Level III to join our team in the DC, VA, MD area. The ideal candidate will manage incident handling, provide technical support, coordinate call center operations, and oversee user support activities. This role requires excellent problem-solving skills, the ability to manage escalations, and proficiency in maintaining IT infrastructure. Responsibilities: Utilize the Government incident management system (currently MHS ServiceNow) to support all available ITSM processes. Provide on-site and/or remote support for office automation and IT services at all site locations. Ensure incidents are escalated appropriately when they fall outside the authority of the Infrastructure and Operations Division (IOD). Document support requirements in Service Level/Operational Level Agreements (SLA/OLA) and other support agreements. Assist in planning, installing, or maintaining local IT support infrastructure and services. Establish and maintain processes for efficient communication with the Global Service Center (GSC). Manage ITSM queue for incident management and escalation from the GSC to local deskside/on-site support. Provide technical support systems, including establishing and maintaining user accounts, data management, and scheduling coordination with Tier 3 and Program Management product teams. Notify users of planned or unplanned changes in system availability or performance. Monitor system performance and demand levels. Provide Tier 2 Help Desk support. Utilize managed systems to automate customer service, request management, incident management, problem management, and reporting for Readiness Systems applications. Document all processes and procedures for managing and supporting the Readiness Systems in the provided Standard Maintenance Manual (SMM). Support data transfer and management between NIPRNet and SIPRNet domains as per Government-approved protocols. Provide deskside user assistance for software, hardware, account-based, or connectivity problems that cannot be resolved remotely. Maintain workstation/laptop operational baselines through established processes and periodic risk reviews as required. Assist with office moves, including setup and support for workstations, monitors, printers, laptops, and mobile devices. Supervise and coordinate activities of IT Service Desk Specialists, Coordinators, or Technicians. Identify, troubleshoot, and resolve information systems problems to minimize downtime. Assist computer users with hardware and software questions and problems. Qualifications: Required Bachelors degree and/or equivalency. One or more of the following (IAT II) CCNA-Security CySA+ **
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