As a Helpdesk Level III Technician, you will be responsible for providing advanced technical support to end-users and resolving complex IT issues. Working closely with Tier 1 and Tier 2 support teams, you will escalate and manage incidents requiring specialized knowledge and expertise. Your role will involve providing Level 3 (Tier 3) Helpdesk support, and/or collaborating with the existing consolidated customer help desk to serve as the single point of contact (POC) to answer IT/IM trouble calls for approximately 3,000+ end users across multiple time zones. The Government operates a 24x7 call center that conducts preliminary assessment of a call and opens/dispatches work orders to other sections of the Agency and elevates to Tier/Level 3 when needed. Troubleshooting hardware and software problems, implementing solutions, and maintaining documentation to ensure efficient resolution of technical issues. Additionally, you will contribute to the improvement of support processes and provide mentorship to junior team members.
This position is remote. The ability to obtain and retain a Public Trust Level 5 clearance is required for consideration for this role. US Citizenship is required for consideration for this position.
Responsibilities:
- Provide advanced technical support to end-users via phone, email, or in-person.
- Troubleshoot and resolve complex hardware and software issues related to desktops, laptops, peripherals, and network connectivity.
- Escalate incidents to appropriate teams or vendors for further investigation and resolution.
- Collaborate with Tier 1 and Tier 2 support technicians to identify recurring issues and develop strategies for prevention.
- Install, configure, and maintain IT systems, applications, and peripherals.
- Document support activities, solutions, and configurations to ensure knowledge sharing and facilitate future troubleshooting.
- Conduct root cause analysis for major incidents and implement corrective actions to prevent recurrence.
- Stay current with industry trends, best practices, and technologies to enhance technical skills and knowledge.
- Assist in the development and improvement of support processes, procedures, and documentation.
- Mentor and provide guidance to junior helpdesk technicians to foster their professional development.
Qualifications:
- Bachelor’s degree in information technology, Computer Science, or related field (or equivalent work experience).
- Minimum of 6 years of experience in IT support, with a focus on Tier 1/2/3 or advanced technical support roles using a ServiceNow ticketing system.
- Proficiency in troubleshooting Windows and macOS operating systems, Microsoft Office Suite, and other common business applications.
- Strong understanding of networking principles, TCP/IP protocols, and network troubleshooting tools.
- Experience with supporting Oracle-based custom developed applications and corresponding user support.
- Effective communication skills with the ability to interact professionally with end-users, peers, and management.
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.
- Ability to work independently, prioritize tasks, and manage multiple priorities in a fast-paced environment.
About A-TEK, Inc.
Headquartered in McLean, VA, A-TEK is comprised of a team of experts in managing the data that drives federal missions. With employees in 13 states, and a nearly 30-year partner to U.S. government agencies including the National Institutes of Health (NIH), Food and Drug Administration (FDA), Department of Homeland Security (DHS), Department of Justice (DoJ), and the Indian Health Service (IHS). We deliver IT services and solutions coupled with a scientific capability across a myriad of government mission areas including public health, law enforcement, national security, environmental, and science.
A-TEK, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a qualified individual with a disability, or Vietnam era or other protected Veteran status.
What We Do
A-TEK, and our wholly-owned subsidiary, Mackson Consulting | an A-TEK Company, are woman-owned small businesses with more than a 23-year history providing science and technology innovation. As a trusted services and solutions provider, we are a proud partner to U.S. Federal Civilian, Federal Health, and Homeland Security customers.
A-TEK, and its subsidiary, Mackson Consulting, provides high-end IT services and solutions, coupled with a scientific staffing capability that supports health and national security missions. Our customers include U.S. Department of Homeland Security, Health and Human Services (National Institutes of Health (NIH), Food and Drug Administration (FDA), Centers for Medicare & Medicaid Services (CMS)), Department of Commerce (DoC), Department of Justice(DoJ), Veteran Affairs (VA), and the Library of Congress (Library).
A-TEK maintains its competitiveness by applying domain expertise across the federal markets. We provide enhanced capabilities in application development, enterprise IT, and scientific services that optimize, modernize, secure, protect, improve, and comply with customers’ needs.
A-TEK's program engagement model employs methodologies and strategies based on PMBOK and our ISO 9001:2015 certified quality assurance processes to successfully meet schedule, budget and performance objectives.
A-TEK, Inc. is an Equal Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a qualified individual with a disability, or Vietnam era or other protected Veteran status.
Contract Vehicles:
NIH CIO-SP3 IT Services - HHSN316201200006W
GSA Schedule 70 - Information Technology Products and Services: GS-35F-0680K
GSA Schedule 6211 - VA Affairs-Professional & Allied Healthcare Staffing: V77P-7135
GSA Schedule 874 MOBIS - GS-10F-0099Y
