Position: Help Desk Technician II
Location: Walter Reed National Military Medical Center, Bethesda, MD
About the Role
3 Reasons Consulting is seeking a skilled Help Desk Technician to provide onsite technical support at Walter Reed National Military Medical Center (WRNMMC). The ideal candidate is a customer service expert with strong troubleshooting skills and experience working with Microsoft Operating Systems in a DoD or government environment. This role involves day-to-day management and support of WRNMMC’s desktop computing environment to ensure seamless operations for staff and patients. Join our team at 3 Reasons Consulting and make a direct impact on the day-to-day operations at WRNMMC by delivering essential IT support in a healthcare environment. We look forward to your application!
Key Responsibilities
- Technical Support: Provide first-line technical support to end-users, handling inquiries, troubleshooting, and resolving hardware and software issues via phone, email, and chat.
- Problem Resolution: Identify and solve software and hardware problems for users, acting as an escalation path for more complex issues.
- System Specialization: Develop expertise in specific technologies to assist with customer needs.
- Diagnostic and Repair: Troubleshoot PCs, laptops, printers, and peripherals using diagnostic tools and escalate to Tier III or the Global Service Center (GSC) as needed.
- Service Management: Use ServiceNow to manage ticket counts and provide timely responses in line with Service Level Agreements (SLAs).
- Documentation and SOPs: Maintain up-to-date SOPs and service catalogs, including procedures for software installation, hardware configuration, and troubleshooting.
- Inventory Management: Accurately track and maintain a complete government asset inventory.
- Customer Support: Provide feedback to improve workspaces and ensure high standards of customer satisfaction.
Additional Responsibilities
- Compliance: Adhere to WRNMMC command training requirements and MTF policies, ensuring safety and protocol compliance.
- Collaboration: Report to team leads, participate in team functions, and provide updates to support decision-making.
- Orientation and Training: Assist in the training, orientation, and performance evaluation of new staff as assigned.
- Safety and Cleanliness: Maintain a clean, safe workspace and follow safety and infection control standards.
- System Familiarization: Gain proficiency with systems like ServiceNow, DMHRSi, and other clinical or business applications.
- DMHRSi Documentation: Maintain access to DMHRSi and complete bi-weekly workload documentation.
Qualifications
- Education: Bachelor’s degree preferred, or equivalent experience.
- Experience: Minimum of four (4) years in technical support, including complex Microsoft support environments.
- Certifications: IAT II Level Certification and Security+ CE.
- Technical Proficiency:
- Expertise in Microsoft desktop Operating Systems and software used in DoD/government settings.
- Demonstrated ability to troubleshoot and repair both hardware and software in a critical environment.
- Customer Service Orientation: Proven record of delivering high standards of customer support and satisfaction.
Security Clearance
- Active Secret security clearance required.
Benefits at 3 Reasons Consulting
At 3 Reasons Consulting, we are committed to supporting the well-being of our team with a comprehensive benefits package that includes both company-paid and shared-cost options. Our benefits are designed to enhance your health, financial security, and work-life balance to help you thrive personally and professionally as a valued member of our team.
Company-Paid Benefits
- Short/Long Term Disability
- Basic Life Insurance
- Direct Payroll Deposit
- Leave Accrual
- Holidays
- 401(k) Match
Employee / Company Shared Benefits
- Additional (Voluntary) Life Insurance
- 401(k)
- Medical Coverage
- Dental Coverage
- Vision Care Plan
- Flexible Spending Account Plan
3 Reasons Consulting is an Equal Opportunity Employer. We are committed to providing a workplace free from discrimination or harassment and hold all 3 Reasons employees accountable to protect this mission.
We do not discriminate on the basis of race, color, gender, religion, national origin, sexual orientation, age, marital status, veteran status, military status, disability status, or any other characteristic protected by federal, state, or local law. All applicants will receive consideration for employment without regard to protected bases.