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Help Desk (Contingent Hire)

Logistics Solutions Group, Inc.

Help Desk (Contingent Hire)

Portsmouth, VA
Full Time
Paid
  • Responsibilities

    HELP DESK

    OUR STORY

    LSG is an Industry Leader in providing Innovative, Client Focused, Logistics and, Information Technology Support. Our commitment to our customers, teammates, and personnel is to exceed expectations in everything we do. We take great pride in our responsiveness and in delivering this promise.

    OUR COMMITMENT TO YOU!

    Our employees are our biggest asset and we take pride in providing them with an environment that encourages growth, balance, and teamwork. LSG is proud to be an equal opportunity employer.

    BENEFITS OF WORKING WITH LSG (IF APPLICABLE)

    • PTO & Holidays
    • Insurance
    • 401(k) Plan
    • Healthy Environment
    • FLSA Compliant

    BACKGROUND

    The Naval Medical Center, Portsmouth and its associated (7) Branch Medical Clinics (BMC), (11) Dental

    Treatment Facilities (DTF) and (3) Tricare Clinics provide a full and complete range of inpatient and outpatient medical services to the operational forces and Military Health System (MHS) beneficiaries, and other eligible personnel within the Tricare IMD-Atlantic Region.

    The NMCP Information Management Department (IMD) is responsible for the planning and implementation of medical information systems on a local and metropolitan area basis and in support of standard DoD and Navy medical information systems in accordance with Defense Health Agency (DHA) directives.

    As part of this effort we are required to:

    1. Provide Network Engineering, Local Area Network, and day-to-day support for calls routed from the Information Management Department (IMD) Help Desk, Naval Medical Center Portsmouth (NMCP).
    2. Provide support and coordination to NMCP as they support beneficiaries of the DOD TRICARE initiative, TRICARE Next Generation contracts and carve-outs.

    It is extremely critical that Navy Medicine has reliable data communications throughout the world as more users depend on the MHS network infrastructure to enhance the quality of care dedicated to MHS beneficiaries.

    A DAY IN THE LIFE OF HELP DESK

    As the Help Desk Specialist, you will be providing troubleshooting support to a 6,000-person user community employing computer systems and networks. The Help Desk fields approximately 5,000 trouble calls per month. According to historical data, help desk will approximately close 1,300 tickets without further escalation.

    You will be responsible for:

    • Utilization of Management Information Help Desk Tracking System software (Remedy).
    • Remedy software used in the recording and tracking of network, hardware, and software trouble calls, and corrective actions.

    Provide around the clock coverage for the MHS network and MHS approved desktop office automation system.

    • 24-hour coverage.
    • Holiday inclusive.

    Provide support for desktop hardware and software applications and network communications.

    • Primary means of trouble notifications are via customer call in and proactive network monitoring utilizing the Remedy software.

    • Document requests for assistance and support via trouble tickets utilizing Remedy.

    • Maintain a database of all trouble calls inclusive of date, time, user, location, and corrective action is taken.

    • Respond to and diagnose problems through discussions with users utilizing steps of recognition, research, isolation, and resolution.

    Provide troubleshooting techniques with Windows OS, Microsoft Office, and other various standard software packages provided by the government.

    Manage file system allocations among disk media.

    Coordinate communications between clients and server hosts.

    Alert the proper POC's when potential problems are identified for corrective actions

    Maintain and adhere to the following standards in the operation of help desk support:

    • Average Speed of answering calls – 50% < 60 sec.
    • Percentage of calls answered – 94.5%.
    • Average wait time before calls abandoned - < 160 sec.
    • Average talk time – 8-20 minutes.
    • The average number of inbound calls per professional (8-hour shift) - 25-30.

    MINIMUM REQUIRED QUALIFICATIONS, EDUCATION AND EXPERIENCE:

    Five years of general IT experience; of which at least three must be specialized.

    Specialized experience includes:

    • Help Desk Support.
    • PC operating systems.
    • Mainframe operating systems.
    • Networking and electronic mail.

    Proficient use of Remedy Software in the recording and tracking of user support, calls, and tickets.

    Proficiency providing phone and in-person support to users in the areas of Exchange Mail, Windows, Microsoft, SharePoint, and CHCS/AHLTA.

    Proficiency managing Defense (DOD) Enterprise Email (DEE), user accounts.

    Proficiency in installing, maintaining, and upgrading Government provided application software.

    Security+ certifications.

    PRIMARY WORK LOCATION AND HOURS OF OPERATION

    Location: Naval Medical Center Portsmouth

    City: Portsmouth

    State: VA

    Country: USA

    Hours of Operations: 08:00 – 17:00

    TRAVEL

    Travel is not currently defined but may take place as needed.