Customer Support Representative III/Helpdesk

Customer Support Representative III / Help Desk

Description and Requirements:


Under general supervision this position is responsible for the day to day support of agency users to ensure no disruption in their productivity as part of a help/service desk. Tasks include answering service desk phone calls, creating incident tickets, working incidents to resolution, deploying, moving, and fixing hardware, user account management, installing, modifying, and removing software.

Position sometime requires travel and sometime last minute travel requirements.  Travel could in some months reach 50%


Position Description:


·         Reviews systems tickets daily and reprioritizes the ticket resolution to ensure compliance with Service Level Agreements. Evaluates and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems. Actively manages incident tickets and provides status updates to each ticket on a daily basis

·         Collects information about incidents and problem to evaluate root causes. Reports information and make recommendations to the Service Desk Director, PM’s, and customers

·         Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies

·         Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error

·         Troubleshoots to determine problems for operating systems, applications and remote access, email, and telephone and wireless issues

·         Responsible for network and email account provisioning and management, as well as, wireless mobility problems, issues or request

·         Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user the technician escalates problem to the appropriate team

·         Responsible for opening, tracking and closing trouble tickets. Ensures problem ownership and promotes end-user satisfaction

·         Requires experience and knowledge of installation, configuration, and troubleshooting of computers

·         Requires strong communication and excellent customer service skills

·         Trained and certified in automated help desk management systems is desired

·         Tracks and reports on assets at the site location. Receives and ships equipment as required

·         Follows all processes, procedures, and guidelines to ensure repeatable customer experiences




  • Must have an active, current Top Secret Clearance
  • Must have at least a current IAT Level II Certification such as CompTIA A+CE, Security+CE or Network+CE. (Note: SEC+ without the CE is not acceptable)
  • Must have four (4) years of IT experience
  • Must have two (2) years of IT help/service desk experience
  • Must have experience with communicating with senior government employees
  • Must have experience with help/service desks that have performance requirements
  • Must have experience managing customer physical assets
  • Experience and knowledge of help desk call tracking management system such as Remedy
  • Must be willing to travel up to 50% Conus

Additional Information:

  • Experience using IT Service Management (BMC ITSM) is a plus
  • Experience with WIN 10 is preferred