ZipRecruiter
IT Service Desk Specialist - Level II [TMC-013-001]
ZipRecruiter, Bethesda, Maryland, us, 20811
Overview
TMCI is seeking a skilled IT Service Desk Specialist-Level II to provide technical support for Clinical and Business Systems at Walter Reed Military Medical Center (WRNMMC) in Bethesda, MD. The specialist will serve as a member of the IT support team, responsible for troubleshooting, resolving, and escalating technical issues affecting end users across critical healthcare and administrative environments. This position requires strong technical knowledge, excellent problem-solving skills, and the ability to deliver outstanding customer service in a high-demand setting.
This job is fully on-site at WRNMMC . Responsibilities
Serves as the first contact with customers who need technical assistance throughout WRNMMC Answers questions, analyzes problems, and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat Performs troubleshooting of PCs, Laptops, Printers, and other devices using different diagnostic techniques Provides quick resolution and excellent customer service per the established SLAs Redirects unresolved issues to Tier III technicians or escalate to GSC for next level support Utilizes ServiceNow to manage tickets counts and respond to users Maintains and updates SOPs and the service catalog for software installation, hardware configuration, and problem troubleshooting, while establishing clear timelines and escalation protocols for complex issues Obtains feedback and suggestions for workspace development Establishes timelines and protocols for harder-to-solve problems May be asked to staff the help desk or go to customer locations throughout the facility Provides support for call overflow during peak time or reduced staff during peak hours May be assigned Entitlement Manager duties Responsible for maintaining an accurate and complete Government asset inventory Images new and returned desktops and laptops Updates inventory database to reflect changes in incoming/outgoing desktops and laptops Deploys laptops to customers as needed Images and prepares portable devices including troubleshooting and repairs Prepares and configures laptops for yearly In-Service Exams for multiple Directorates Establishes timelines and protocols for harder-to-solve problems May be asked to perform DRMO duties May be asked to perform printer administrator duties May be asked to staff the help desk or go to customer locations throughout the facility Maintain existing Business and Clinical Systems Promote patient and staff safety through adherence to accepted safety and infection control standards Qualifications
U.S. Citizenship and active DOD Secret Clearance required Bachelor’s degree required Due to on-site work requirement, only candidates that can commute to the WRNMMC site will be considered Minimum four (4) years' experience demonstrating proficiency in the required skills and responsibilities IAT Level II and CE required – i.e. Security+ CE, CySA+, CCNA Security, GSEC, SSCP experience in a DOD and DHA/MHS environment Previous DMHRSi experience, a plus Salary Range:
The salary range noted represents the company’s minimum and maximum range for this role at the time of posting. The salary made at offering for this position is based on a comprehensive evaluation of candidates' skills, years of experience, and directly related expertise to the specific requirements of the role. Compensation will be determined considering various factors, including but not limited to the individual\'s qualifications, competencies, and alignment with the responsibilities outlined in the job description. TMCI is an Equal Opportunity Employer, including and protected veteran status. Company Description: TMCI - The McVey Company, Inc. brings over 25 years of corporate experience within and in support of the Department of Defense (DOD). With a proven track record, TMCI has been involved as both a prime and sub-contractor for various projects within the Defense Health Agency (DHA) and Military Health System (MHS). We actively collaborate with companies of all sizes to expand our capabilities and better serve our customers.
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TMCI is seeking a skilled IT Service Desk Specialist-Level II to provide technical support for Clinical and Business Systems at Walter Reed Military Medical Center (WRNMMC) in Bethesda, MD. The specialist will serve as a member of the IT support team, responsible for troubleshooting, resolving, and escalating technical issues affecting end users across critical healthcare and administrative environments. This position requires strong technical knowledge, excellent problem-solving skills, and the ability to deliver outstanding customer service in a high-demand setting.
This job is fully on-site at WRNMMC . Responsibilities
Serves as the first contact with customers who need technical assistance throughout WRNMMC Answers questions, analyzes problems, and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat Performs troubleshooting of PCs, Laptops, Printers, and other devices using different diagnostic techniques Provides quick resolution and excellent customer service per the established SLAs Redirects unresolved issues to Tier III technicians or escalate to GSC for next level support Utilizes ServiceNow to manage tickets counts and respond to users Maintains and updates SOPs and the service catalog for software installation, hardware configuration, and problem troubleshooting, while establishing clear timelines and escalation protocols for complex issues Obtains feedback and suggestions for workspace development Establishes timelines and protocols for harder-to-solve problems May be asked to staff the help desk or go to customer locations throughout the facility Provides support for call overflow during peak time or reduced staff during peak hours May be assigned Entitlement Manager duties Responsible for maintaining an accurate and complete Government asset inventory Images new and returned desktops and laptops Updates inventory database to reflect changes in incoming/outgoing desktops and laptops Deploys laptops to customers as needed Images and prepares portable devices including troubleshooting and repairs Prepares and configures laptops for yearly In-Service Exams for multiple Directorates Establishes timelines and protocols for harder-to-solve problems May be asked to perform DRMO duties May be asked to perform printer administrator duties May be asked to staff the help desk or go to customer locations throughout the facility Maintain existing Business and Clinical Systems Promote patient and staff safety through adherence to accepted safety and infection control standards Qualifications
U.S. Citizenship and active DOD Secret Clearance required Bachelor’s degree required Due to on-site work requirement, only candidates that can commute to the WRNMMC site will be considered Minimum four (4) years' experience demonstrating proficiency in the required skills and responsibilities IAT Level II and CE required – i.e. Security+ CE, CySA+, CCNA Security, GSEC, SSCP experience in a DOD and DHA/MHS environment Previous DMHRSi experience, a plus Salary Range:
The salary range noted represents the company’s minimum and maximum range for this role at the time of posting. The salary made at offering for this position is based on a comprehensive evaluation of candidates' skills, years of experience, and directly related expertise to the specific requirements of the role. Compensation will be determined considering various factors, including but not limited to the individual\'s qualifications, competencies, and alignment with the responsibilities outlined in the job description. TMCI is an Equal Opportunity Employer, including and protected veteran status. Company Description: TMCI - The McVey Company, Inc. brings over 25 years of corporate experience within and in support of the Department of Defense (DOD). With a proven track record, TMCI has been involved as both a prime and sub-contractor for various projects within the Defense Health Agency (DHA) and Military Health System (MHS). We actively collaborate with companies of all sizes to expand our capabilities and better serve our customers.
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