Help Desk Specialist

Overview

Planned Systems International, Inc (PSI) is seeking a Help Desk Specialist to support our Government customer in Washington, DC for our DoS PHIMS contract. Location: Washington, DCClearance: Active T3 investigation, with the ability to obtain and maintain necessary security clearances as required for access to classified information. Essential Functions and Job Responsibilities: * Manage user accounts, applications, Service Now ticketing system, and asset tracking; ensure customer service is timely and accurate; conduct component level diagnostics. * Assist in the use of a variety of clinical business software and operating systems. * Provide support to in office and remote users using Service Now ticketing system, while escalating tickets as necessary to the appropriate support teams. * Support program-level Service Desk functions to include evaluating, processing/resolving, and tracking of all Tier levels I/II/III Trouble Tickets. * Reviews Trouble Ticket to ensure that the documented information is complete, accurate, and sufficient to facilitate analysis of the issue; coordinate with the ticket originator to confirm or obtain additional information as needed. * Analyze verified Trouble Tickets and assign a classification and priority to facilitate timely and appropriate processing of the issue. * Communicate and collaborate with multiple external organizations regarding the resolution of issues. * Reproduction, analysis and reporting of valid problem defects; processing Trouble Ticket for resolution based upon the classification. * Provide detailed trend analysis and reporting of triaged and resolution activities. * Responsible for User Account provision processing and troubleshooting. * Handle routine tasks with no assistance, general instructions on new assignments. * Work on assignments that are moderately complex in nature where judgement is resolving problems and making routine recommendations. * Follow standard practices and...