Help Desk - Tier 2 - 2 Positions

Payrate: Open

Onsite: CAMP PENDLETON CA 92055

Duration: 24 months

2 Positions

The objective is to provide necessary personnel to provide Help Desk support for the command and all branch dental clinics under its cognizance. The contractor will act as the primary point of contact for all MID computer assistance calls and will screen and troubleshoot Information Technology (IT) problems remotely as applicable. The contractor will assist in the inventory maintenance and update of all NMRTC CPEN IT assets in the command.

Help Desk contractors shall perform routine IT system maintenance and daily operation support including but not limited to the following:

• The Key Personnel titles will be IT Helpdesk Specialist/Customer Support Technician supporting approximately 450 trouble tickets/mos among approximately 5000 users using approximately 4200 end user devices.
• Professionally take calls using the MID Help Desk phone. Act the first responder for the command in all IT Medical and Dental specific trouble shooting.
• Receive trouble tickets via DHA trouble ticketing system (DHA SERVICENOW) and via email and proceed with resolution or assign the trouble tickets/calls to the Government Services (GS) IT technicians as appropriate. (3 hours)
• Successfully resolve an average of over 500 Remedy trouble call tickets per month with 510% escalated to Tier 3 support.
• Immediately inform system administrator in the event of a wide network failure and check on the status. (Inform all concerned within 1 hour)
• Inform all of the clinics and command of the failure and progress in restoring IT services
• Resolve computer related problems to all command users covering dental and medical clinics.
• Manage DHA User System Authorization Access Request (SAAR) user account requests and Marine side SAAR user account requests which include creating moving and disabling these accounts as well as updating records and keeping the completed user SAARs on file.
• Create move or reactivate disable user accounts.
• Assist with the Defense Reutilization and Marketing Office (DRMO) in the proper disposal and documentation of all government IT assets.
• Resolve user desktop and application issues via phone or using MS Teams collaboration tool (at least 20 per day)
• Install and configure commercial off the shelf (COT) and government off the shelf (GOT) software including Java Flash DMLSS and NAVFIT.
• Assist in the quarterly and annual inventory of all MID computer and peripheral equipment ensuring the accountability of all equipment for the command and its outlying clinics.
• Configure Personal Computers (PC) for end users and assist in the deployment and installation of PCs monitors and printers.
• Perform routine IT system maintenance and daily operation support including but not limited to the following:

Service Calls The Contractor shall receive assignments directly from Help Desk telephone calls walkins emails and IT trouble tickets. The MID office has multiple phones designated to the contractors to receive Help Desk calls.

Service Call Tracking The Contractor shall log all requests for assistance and direct contact with endusers by entering it into the IT trouble ticketing system.

Initiation and Completion of Service Tickets The Contractor shall initiate and close out all service tickets in the IT trouble ticketing system.

Contractor Point of Contact for Hardware Repair The contractor shall respond investigate and resolve users IT operational problems (i.e. hardware/software system administration etc.).

EndUser Hardware/Software Configuration Requirements The Contractor shall implement hardware and software configurations based upon DHA/NMRTC MID Standards and user requirements and document this information as required by the DHA/NMRTC MID.

Problem Resolution Time The Contractor shall respond to all requests for service within 3 working hours after receiving the call for assistance. The Contractor shall attempt to resolve the endusers problem including locked user account and expired password at the time of arrival. The Contractor will escalate more complex IT issues to the SysAdmin IT specialists.

Qualifications:

• 2 years of significant experience supporting an automation effort in a helpdesk and troubleshooting capacity;
• In depth knowledge and 2 years handson experience with Microsoft Windows 10/11; MS Office:
• 1 year experience providing IT related training;
• Experience and strong troubleshooting skills for desktop/laptop configurations TCP/IP network connectivity and Windows desktop operating systems;
• Good work ethic demonstrated ability to professionally define and resolve computer/printer malfunctions via telephone email and MS Teams collaboration tool; and
• Any additional handson desktop and/or Help Desk support experience