IT Service Desk Specialist II

IT Service Desk Specialist Level II

• • Functional Responsibility: Answers questions analyzes problems and provides technical assistance support and advice to end users for hardware software and systems through phone email or chat. Resolves computer software and hardware problems of users and acts as a contact for users having problems using computer software hardware and operating systems. Acts as the escalation path to resolve moderate to highly complex technical issues. Specialized in certain aspects of technologies to assist the customer base. Provides support for call overflow during peak time or reduced staff during off peak hours. Level III performs more varied and difficult tasks compared to Level II.
  • Minimum Education: Bachelors degree and/or equivalency.
  • Experience in this Discipline: Four (4) years of experience demonstrating the required proficiency.
  • Commercial (Baseline) Certificates: IAT II: Please see Commercial Certificates for DoD 8570.01-M certificate requirement CE: Associate level certificate for supported technology as approved by the COR.
  • IA Technical/Management Designation: IAT II and CE
  • Investigation Required: Tier 3 (T3)
  • IT Security Designation: ADP/IT-II

OTHER SILLS TASKS AND RESPONSIBLITIES THE CONTRACT EMPLOYEE SHALL PERFORM BUT NOT LIMITED TO:

• • • Triage prioritize and own escalated incidents and service requests through resolution following defined SLAs.
    • Perform advanced troubleshooting including root-cause analysis log review and remediation for endpoint application and account-related issues.
    • Coordinate cross-team escalations (e.g. systems network security) and track handoffs to closure.
    • Execute standard changes and maintenance tasks (e.g. software deployments image builds patching) per change management procedures.
    • Maintain accurate complete ticket documentation including steps taken findings and outcomes.
    • Create and continuously improve knowledge base articles runbooks and user-facing guides to reduce repeat issues.
    • Monitor service desk queues and metrics; identify trends and propose preventative fixes or process improvements.
    • Support onboarding/offboarding tasks (accounts permissions device setup) while ensuring policy compliance.
    • Safeguard access and data integrity by following security best practices for authentication authorization and device handling.
    • Provide overflow coverage during peak periods and assist in training/mentoring Tier 1 technicians.

5.1 Task Area 4 Network Operations Support Services

The Contractor shall provide comprehensive network operations installation monitoring and maintenance support to networks residing on customer premises. The contractor will provide ongoing management and maintenance of network infrastructure. Networks to be supported will include IDN LAN WAN SIPRNet NIPRNet and others. Support shall include monitoring actions such as administration installation configuration testing and troubleshooting; as well as strategic actions such as the planning design and implementation of new networks network modifications infrastructure and solutions. The contractor shall provide information assurance and cybersecurity monitoring and hardening across the network. Network Operations Support encompasses but is not limited to Information Assurance Engineer Information Assurance Engineer Sr. Network Engineer Network Engineer Sr. and SME II functions.