Help Desk Support Service Specialist - Senior | IT Effectiveness - User Support Help Desk [NPS012017]

Help Desk Support Service Specialist - Senior | IT Effectiveness - User Support Help DeskProSidian Seeks a Help Desk Support Service Specialist - Senior | IT Effectiveness - User Support Help Desk (NPS ) - DPLH Est.: 2080 Hrs. ST | 0 Hrs. OT on a Exempt (W2) Contract Contingent Basis Engagement Team | Analyst 3 Labor Category - Mid Level Exempt (W2) Professional aligned under services related to NAICS: - DPLH Est.: 2080 Hrs. ST | 0 Hrs. OT on a Exempt (W2) Contract Contingent Basis located CONUS: Washington, DC, and Reston, Virginia, and the National Information Systems Center (NISC), located in Denver, Colorado. Across The Mid Atlantic Region supporting NPS is responsible for managing national parks and other sites, providing IT and telecom services through their National Information Technology Center.Seeking Help Desk Support Service Specialist - Senior candidates with relevant Government And Public Services Sector Experience (functional and technical area expertise also ideal) to support professional services engagement for Government And Public Services Sector Clients such as NPS. This as a Contract Contingent or Contract W-2 (IRS-1099) Position and ProSidian reserves the right to convert to a Full-Time ProSidian employed W-2 Position. JOB OVERVIEW Provide services and support as a Information Technology Center Support (Help Desk Support Service Specialist - Senior) in the Government And Public Services Industry Sector focussing on IT Services Solutions for clients such as The Department of Interior (DOI | NPS) | DOI National Park Service (NPS) Information Resources (IR) Directive Generally Located In CONUS: Washington, DC, and Reston, Virginia, and the National Information Systems Center (NISC), located in Denver, Colorado. and across the Mid Atlantic Region. RESPONSIBILITIES AND DUTIES - Help Desk Support Service Specialist - Senior | IT Effectiveness - User Support Help Desk (NPS ) Serve as a Help Desk Support Service Specialist - Senior and provide coverage for swim lane tasks primarily considered in alignment with Task 2.4.1 User Support Help Desk related activities to Provide senior-level technical support for complex IT issues, including troubleshooting, diagnosis, and resolution for systems and networks.Oversee system administration tasks ensuring system availability and efficiency.Lead Tier 1-3 IT support efforts, providing advanced solutions for user requests and issues.Assist with complex help desk escalations, providing senior-level technical expertise to maintain system efficiency.QualificationsDesired Qualifications For Help Desk Support Service Specialist - Senior | IT Effectiveness - User Support Help Desk (NPS ) (NPS ) Candidates:Provide senior-level technical support for complex IT issues, including troubleshooting, diagnosis, and resolution for systems and networks.Oversee system administration tasks ensuring system availability and efficiency.Lead Tier 1-3 IT support efforts, providing advanced solutions for user requests and issues.Assist with complex help desk escalations, providing senior-level technical expertise to maintain system efficiency.

Education / Experience Requirements / Qualifications Bachelor's degree in IT or related field, 5+ years of help desk support experience.Senior-level experience in systems administration and support with certifications in MCSE.Experience with multi-tiered technical support systems in a federal or state environment.Senior-level help desk experience with certifications in Microsoft technologies.Certification Skillset Attributes | Process Skillset Attributes | Functional Skillset Attributes | Technical Skillset Attributes | Educational Skillset AttributesHelp Desk Support Service Specialist - Senior Certification Skillset Attributes:- CompTIA Security+ or CISSP- Certified Information Systems Auditor (CISA)- Microsoft Certified Systems Engineer (MCSE)- Certified in IT Service Management (ITIL)- Certified Project Management Professional (PMP)Help Desk Support Service Specialist - Senior Process Skillset Attributes:- Best Business Practices- Change Management- Documentation and Standard Operating Procedures (SOPs)Help Desk Support Service Specialist - Senior Functional Skillset Attributes:- Systems Administration Expertise- Tier 1, 2, and 3 Technical Support- Network Infrastructure Management- Cybersecurity Proficiency- Disaster Recovery and Business ContinuityHelp Desk Support Service Specialist - Senior Technical Skillset Attributes:- IT Service Management (ITSM)- Operating System (OS) Support- High Availability Cluster Multiprocessing (HACMP)- Telecommunications and Voice/Video Infrastructure- Performance Analysis ToolsHelp Desk Support Service Specialist - Senior Educational Skillset Attributes:- Bachelor's Degree in IT/Computer Science- Advanced Certifications- Project Management Knowledge Skills Required Bachelor's degree in Computer Science/IT, 5+ years of relevant experienceBachelor's degree in IT/related field, 8+ years of experience, and advanced certifications5+ years of multi-tier technical support experience in government servicesSenior-level help desk management experience with relevant certifications Competencies Required Technical troubleshootingServer maintenanceAdvanced IT supportRisk management Ancillary Details Of The Roles Problem-solvingProject managementAdvanced technical skillsLeadershipFederal government experience preferredOn-site and remote roles availableMust meet security clearance requirementsOn-site and remote roles availableMust meet security clearance requirementsMust meet security clearance requirements Other Details Assist with IT integrationProvide remote supportDocument IT policiesDevelop disaster recovery plansAdditional Information CORE COMPETENCIES Teamwork – ability to foster teamwork collaboratively as a participant, and effectively as a team leader Leadership – ability to guide and lead colleagues on projects and initiatives Business Acumen – understanding and insight into how organizations perform, including business processes, data, systems, and people Communication – ability to effectively communicate to stakeholders of all levels orally and in writing Motivation – persistent in pursuit of quality and optimal client and company solutions Agility – ability to quickly understand and transition between different projects, concepts, initiatives, or work streams Judgment – exercises prudence and insight in decision-making process while mindful of other stakeholders and long-term ramifications Organization – ability to manage projects and activity, and prioritize tasks------------ ------------ ------------ OTHER REQUIREMENTS Business Tools – understanding and proficiency with business tools and technology, including Microsoft Office. The ideal candidate is advanced with Excel, Access, Outlook, PowerPoint and Word, and proficient with Adobe Acrobat, data analytic tools, and Visio with the ability to quickly learn other tools as necessary. Commitment - to work with smart, interesting people with diverse backgrounds to solve the biggest challenges across private, public and social sectors Curiosity – the ideal candidate exhibits an inquisitive nature and the ability to question the status quo among a community of people they enjoy and teams that work well together Humility – exhibits grace in success and failure while doing meaningful work where skills have impact and make a difference