Senior Helpdesk Specialist

Bay State Computers, Inc. is a professional services firm and a leading provider of Information Technology (IT) services and products to the U.S. Federal Government and Industry. Bay State brings together experienced IT professionals and the latest state-of-the-art technology tools, practices, and products to support projects and task order requirements for our customers. For more information about Bay State visit our website, connect with us on LinkedIn, or follow us on Twitter.
We have an exciting opportunity for a Senior Helpdesk Specialist to join our team. The Senior Helpdesk Specialist's role is to support Windows 10 deployment project and provide a fully functional workstation environment for government clients. Support includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance and environment. The Helpdesk Specialist will also troubleshoot problem areas in a timely and accurate fashion, and provide end-user assistance where required. Helpdesk Specialists work from tickets assigned in the IT Support ticketing system (currently Remedy).
Key Responsibilities:
Develop and execute a plan to conduct quality assurance of each "Workstation Environment" deployment.
Conduct virtual and physical site surveys of customer locations, equipment, and applications in preparation for deployments and to fully define the customer's "Workstation Environment" requirement, in collaboration with government points of contact
Capture user specific information, including but not limited to installed applications for all current Workstation Environments.
Pre-position and stage for delivery and deployment of pre-imaged desktops, laptops, and tablets with the JSP standard Windows 10 image to end users. Staging may include applying appropriate classification markings to devices.
Apply latest security updates at government-provided network access point within 24 hours prior to deployment. This will ensure the customer receives the most up-to-date Windows 10 image and minimize deployment time at the customer desk.
Respond, resolve, and coordinate resolution of incidents related to the Windows 10 deployment.
Remove obsolete desktops, laptops, and tablets in the NCR and deliver to a designated site for refurbishing or disposal
Leverage Windows 10 deployment best practices and personnel to ensure successful deployment of workstations with positive end customer experience, minimizing mission interruption and re-visits to customer space
Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, hard drives, RAM, memory chips, CD-ROMs, and so on.
Collaborate with LAN technicians/network administrators to ensure efficient operation of the client's desktop computing environment.
Where required, administer and resolve issues with associated end-user workstation networking software products.
Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems via the assignment of trouble tickets.
Answer to and perform moves, adds, and changes requests as they are submitted by end users.
Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
Accurately document and update all assigned trouble tickets.
Perform quality assurance, during the time of deployment as well as follow-up immediately after deployment.
If necessary, liaise with third-party support and equipment vendors.
Support the Daily Situational Briefing with relevant analysis and status updates.
Required Experience/Skills:
Must be DoD 8570 compliant
Information Assurance Technician (IAT) Level 2 compliance; and Security+
Strong technical knowledge of PC and Desktop hardware
Hands-on hardware troubleshooting experience
Working technical knowledge of current operating systems, and standards
Ability to launch and operate desktop diagnostic tools to perform remote diagnostics
Analytical and problem-solving abilities, with keen attention to detail
Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
Experience working in a team-oriented, collaborative environment
Strong customer-service orientation
Willing to support weekend rotation
Experienced in SLA/KPI environment
Experience with Remedy ticketing software
Clearance Eligibility Required
Preferred/Desired Skills:
Certifications from Microsoft is preferred
Help Desk Institute Certification preferred
Location: Arlington, VA
Bay State Computers, Inc. is an Equal Opportunity/Affirmative Action Employer. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, or any other characteristic protected by applicable law.

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