Help Desk Specialist - Tier III

Description:

Zachary Piper Solutions is seeking a Tier III Help Desk Specialist to join our team on-site in Washington, D.C. This position is in support of a contract with the Department of Energy and the National Nuclear Security Agency OCIO. The Help Desk Specialist will be an experienced IT professional with advanced technical knowledge, excellent problem-solving abilities, a track record of handling complex issues and escalations, and a deep understanding of IT infrastructure and support procedures.

Role & Responsibilities:

·      Responds to and diagnoses problems through discussion with users.

·      Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.

·      Supervise operation of help desk and serves as focal point for customer concerns. Provides support to end users on a variety of issues.

·      Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support.

·      Documents, tracks, and monitors the problem to ensure a timely resolution.

·      Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.

·      Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.

·      Simulates or recreates user problems to resolve operating difficulties.

·      Recommend systems modifications to reduce user problems. Other duties as assigned.

Qualifications of the Help Desk Specialist:

·      5+ years of experience as a Cloud Engineer or related role

·      Active Top Secret Security Clearance

Compensation for the Cloud Engineer:

·      $105,000/a year

·      Comprehensive Benefits