Help Desk System Specialist 1 - Washington, DC

M.C. Dean, Inc•Washington, DC

1d•Onsite

About The Position

M.C. Dean is seeking a Help Desk System Specialist 1 to join their Security and Electronic Systems (SES) business unit in Washington, DC. This role involves supporting mission-critical facilities and secure environments by managing and resolving electronic security system issues. The SES unit focuses on designing, engineering, integrating, operating, and maintaining electronic security services, including intrusion detection, access control, biometric authentication, video surveillance, audio visual, IT systems, perimeter defense, and command and control systems for a diverse clientele.

Requirements

U.S. Citizenship required for access to classified information.
Ability to obtain a Top-Secret clearance.
High School Diploma or a GED and 6+ Years of Relevant Experience OR Associate’s degree and 4+ Years of Relevant Experience OR Bachelor’s Degree and 0+ Years of Relevant Experience.
Help Desk Support Functions with a Combination of Phone and Desktop Support is required.
Strong Oral and written communication skills are essential.
Demonstrated background working with multidisciplinary teams.
Demonstrated time management and organization skills to meet deadlines and quality objectives.
Must be able to obtain vendor Professional Certification.
Exposure to computer screens for an extended period of time.
Sitting for extended periods of time.
Reach by extending hands or arms in any direction.
Have finger dexterity in order to manipulate objects with fingers rather than whole hands or arms, for example, using a keyboard.
Listen to and understand information and ideas presented through spoken words and sentences.
Communicate information and ideas in speaking so others will understand.
Read and understand information and ideas presented in writing.
Apply general rules to specific problems to produce answers that make sense.
Identify and understand the speech of another person.

Nice To Haves

Experience administering CCURE 9000 systems is desired.
Experience administering Video Management Systems (VMS) is desired.
Experience in badge office operations is desired.

Responsibilities

Provide support to mission customers by capturing and triaging incoming requests for support and notification of incidents.
Interact with customers and technicians to ensure timely resolution of issues by tracking progress on tickets and identifying gaps in service.
Answer network support phone calls from customer end users and stakeholders.
Receive and review emails to the network support mailbox from end users and stakeholders.
Triage incoming issues to support ticket creation and assignment per tier level.
Follow up with customers and track resolution of tickets to ensure proper trouble resolution in accordance with system standards.
Work with the O&M team to ensure compliance with Service Level Agreement (SLA) requirements.
Request suspension of tickets requiring resolution time outside of defined SLA due to dependencies.
Review ticket notes and ensure assigned tier level resource is completing ticket updates on progress.
Contribute to wiki procedures.