Help Desk Specialist

Planned Systems International, Inc.•Washington, DC

2d•Onsite

About The Position

Planned Systems International, Inc (PSI) is seeking a Help Desk Specialist to support our Government customer in Washington, DC for our DoS PHIMS contract. This role involves managing user accounts, applications, the Service Now ticketing system, and asset tracking, ensuring timely and accurate customer service, and conducting component-level diagnostics. The specialist will assist users with various clinical business software and operating systems, providing support to both in-office and remote users. The position requires supporting program-level Service Desk functions, including evaluating, processing, and tracking trouble tickets across all tiers (I/II/III). Responsibilities include reviewing trouble tickets for completeness and accuracy, coordinating with originators for additional information, analyzing tickets to assign classification and priority, and communicating with external organizations for issue resolution. The role also involves reproducing, analyzing, and reporting problem defects, processing tickets for resolution, and providing trend analysis and reporting of triage and resolution activities. User account provisioning and troubleshooting are key duties, along with handling routine tasks independently and working on moderately complex assignments requiring judgment and recommendations. The specialist will follow standard practices for analysis and data interpretation, maintain documentation for health IT procedures and processes, and manage maintenance logs and equipment databases.

Requirements

Bachelor's Degree, Computer Science, Electronics Engineering or other engineering or technical discipline is preferred.
Minimum of 4 years of previous Help Desk experience.
Experience with ServiceNow ticketing system.
Possess knowledge of workstation administration and imaging.
Basic network support experience to include account administration in Active Directory environment
Ability to work in high stress environment in individual and group settings
Possess exceptional interpersonal skills and superior oral and written communication skills.
Demonstrated ability to go above and beyond, and work in team environment with minimum supervision and direction
Strong analytical and problem-solving skills
Excellent planning and time management skills
Flexibility in hours of operation
Proficient in computer technology and Microsoft Office applications
Strong ability to convey complex information in way that users understand
Active T3 investigation, with the ability to obtain and maintain necessary security clearances as required for access to classified information.

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 procedures in analyzing situations or data from which answers can be readily obtained.
Maintains documentation for health IT procedures and processes, as well as maintenance logs and equipment databases.