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

Overview IT Service Desk Specialist - Level II (Contingent Upon Contract Award) role at All Native Group, The Federal Services Division of Ho-Chunk Inc. This position is onsite at Walter Reed National Military Medical Center, Bethesda, MD. Responsibilities 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. Acts as a contact for users having problems using computer software, hardware, and operating systems. Escalates and resolves moderate to highly complex technical issues as the escalation path. 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. Serves as the first contact with customers who need technical assistance throughout WRNMMC. Performs troubleshooting of PCs, laptops, printers, and other devices using various diagnostic techniques. Provides quick resolution and excellent customer service per established SLAs. Redirects unresolved issues to Tier III technicians or escalates to GSC for next level support. Utilizes ServiceNow to manage ticket counts and respond to users. Maintains SOPs and service catalogs related to installation of software, configuration of hardware, and problem troubleshooting; establishes timelines and protocols for harder-to-solve problems. Obtains feedback and suggestions for workspace development. May staff the help desk or visit customer locations throughout the facility; may be assigned to unblock CACS or Entitlement Manager duties. Responsible for maintaining an accurate and complete Government asset inventory; images new and returned desktops and laptops; updates inventory database; deploys laptops as needed; images and prepares portable devices; configures laptops for yearly In-Service Exams for multiple Directorates. May perform DRMO duties or printer administrator duties as assigned. Maintain existing Business and Clinical Systems; perform other duties as assigned. Capabilities Ensures compliance with command training and other employment requirements per established policies, procedures, and guidelines. Completes orientation and competency verification programs in accordance with departmental guidelines. Reports to the Team Lead(s) and Branch Chief; takes direction from team leads to maintain a safe environment for staff and patients. Participates in customer service initiatives and decision-making to support process improvement. Participates in orientation, training, and evaluation of duty performance of new personnel, as appropriate. Promotes patient and staff safety through adherence to safety and infection control standards. Maintains a clean, safe, and orderly working environment; performs other duties as assigned, including temporary assignments to other work units. Demonstrates working knowledge of computerized systems, including ServiceNow, DMHRSi, and other clinical or business systems as needed; maintains access to DMHRSi and completes bi-weekly workload documentation. Work Environment This job operates in a professional office environment and routinely uses standard office equipment. Physical Demands Must be able to remain in a stationary position for 75% of the time; occasionally move about inside the office. Constantly operates a computer and office equipment; may require lifting up to 25 pounds. Regularly required to talk or hear; may be required to stand, walk, and use hands to finger, handle, or feel. Position Type/Hours Full-time. Typical hours are Monday through Friday, 8:00 a.m. to 5:00 p.m., with evenings and weekends as required by business need. Travel Travel is primarily local during the business day; some out-of-area travel and overnight may be expected. Experience Four (4) years of experience demonstrating the required proficiency. Education Bachelor’s degree and/or equivalency. Additional Eligibility Qualifications IAT II and CE Security Clearance Public Trust IT Security Designation: ADP/IT-II Investigation Required: Tier 3 (T3) Drug-free Workplace All Native Group is a Drug Free Workplace. Pre-employment drug screen required; random drug screens during employment. AAP/EEO Statement All Native Group is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Preference may be extended to persons of Indian descent where permitted by law. Veterans are encouraged to apply. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Duties may change at any time with or without notice. #J-18808-Ljbffr

Created: 2025-09-25