IT Service Desk Specialist - Level II (Contingent Upon ...

OverviewANG is seeking an IT Service Desk Specialist - Level II to support the Defense Health Agency Information Technology Department at Walter Reed National Military Medical Center. This position is onsite at Bethesda, MD.ResponsibilitiesAnswers 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.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.Specializes in certain aspects of technologies to assist the customer base.Provides support for call overflow during peak time or reduced staff during peak hours.Level 2 performs more varied and difficult tasks compared to Level 1.Serves as the first contact with customers who need technical assistance throughout WRNMMC.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 ticket counts and respond to users.Maintains SOPs and service catalog on installation of software, configuration of hardware and problem troubleshooting, establishing timelines and protocols for harder-to-solve problems.Obtains feedback and suggestions for workspace development.May be asked to staff the help desk or go to customer locations throughout the facility.May be assigned to unblock CACS and 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; 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 or printer administrator duties.Maintain existing Business and Clinical Systems.Other duties as assigned.CapabilitiesEnsures compliance with command training and other employment requirements in accordance with all established policies, procedures, and guidelines used in the pletes orientation and competency verification programs in accordance with departmental guidelines.Will report to the Team Lead(s) and Branch Chief. Will take direction from team leads as required in maintaining a safe environment for the staff and patient(s).When assigned, will serve and participate in functions and other meetings. Provide relevant and timely information and assists with decision-making and process improvement.As required, participate in customer service initiative activities.When required, participate in the orientation, training, and evaluation of duty performance of newly assigned personnel, as appropriate.Promote patient and staff safety through adherence to accepted safety and infection control standards.Maintain a clean, safe, orderly, working environment.Perform other duties as assigned, including temporary assignment to other work units as needed.Once provided with hands-on experience, demonstrate working knowledge and use of computerized systems, including ServiceNow, DMHRSi, and any clinical or business systems as needed.Obtain and maintain access to DMHRSi program and complete bi-weekly DMHRSi workload documentation.Supervisory ResponsibilityNone required for this positionWork EnvironmentThis job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.Physical DemandsMust be able to remain in a stationary position 75% of the time.Occasionally moves about inside the office to access file cabinets, office machinery, etc.Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.Expresses or exchanges ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly or quickly.Frequently moves standard office equipment up to 25 pounds.Must be able to work indoor conditions 90% of the time.While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.Position Type/Expected Hours of WorkThis is a full-time position. Typical days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. Evening and weekend hours required, as required by business need.TravelTravel is primarily local during the business day, although some out of the area travel and overnight may be expected.ExperienceFour (4) years of experience demonstrating the required proficiency.EducationBachelor’s degree and/or equivalency.Additional Eligibility QualificationsIAT II and CESecurity ClearancePublic TrustIT Security Designation: ADP/IT-IIInvestigation Required: Tier 3 (T3)Drugfree WorkplaceAll Native Group is a Drug Free Workplace. It is our policy that all new hires must successfully complete a pre-employment drug screen as a condition of employment. In addition, all employees are subject to random drug screens throughout the term of their employment with All Native Group.AAP/EEO StatementAll Native Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. However, preference may be extended to persons of Indian descent in accordance with applicable laws.We value the skills and experience Veterans bring to the workplace and strongly encourage Veterans to apply.Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. #J-18808-Ljbffr

Created: 2025-09-24