Mid-Level Help Desk

Clearwaters.IT is seeking an experienced Mid-Level Help Desk to support the coordination with business and technology teams, ascertaining system requirements, such as program functions, output requirements, input data acquisition, and system techniques and controls. The environment is dynamic, and client needs are often evolving; flexibility and forward-thinking views are important for success. 

This position is 100% on site, located in Washington, D.C. and is contingent upon the award of the contract.  Candidates must possess an Active TS/SCI security clearance. 

Responsibilities: 

• Provide Tier I & II support, handling calls and resolving incidents/service requests using ITIL-based incident management and request fulfillment processes.  

• Act as the single point of contact (SPOC) for all end-user IT issues, documenting and tracking tickets in the servicing ticketing system (e.g., ServiceNow and JIRA)  

• Perform helpdesk support for desktop computing environments, including PCs, laptops, printers, copiers, telephones, and peripherals.  

• Diagnose, research, and resolve technical issues via phone, email, and direct personnel requests, ensuring timely resolution.  

• Manage queue performance, prioritizing service requests to meet Service Level Agreements (SLAs) and helpdesk objectives.  

• Monitor and manage the phone queue, responding to and escalate service requests as needed.  

• Maintain hardware and software tools knowledge to support Tier 1 & Tier 2 help desk functions.  

• Generate service performance metrics and provide daily, weekly, and monthly reports on helpdesk operations and service goals.  

• Administer and track all requests, incidents, and problems, ensuring high-quality customer service and minimal response time.  

• Act as an escalation point for all unresolved service requests and incidents, ensuring swift resolution.  

• Develop and maintain ticket escalation processes, ensuring smooth escalation and information flow across IT teams.  

• Identify root causes of IT issues and communicate appropriate remediation strategies to internal and external customers.  

• Ensure all users have appropriate security clearance, authorization, and need-to-know before granting access to classified networks.  

• Monitor system vulnerabilities, patch compliance, and security advisories, ensuring mitigation and remediation strategies are in place.  

• Serve as SCIF/Collateral Security Manager, overseeing scheduling, access control, and security compliance for Sensitive Compartmented Information Facilities (SCIFs).  

• Enforce physical security measures, including alarms, entry/exit logging, facility checklists, and SCIF accreditation compliance.  

• Maintain visitor security clearance verification and access control logs for SCIF and collateral spaces.  

• Manage classified hoteling space, tracking availability and ensuring adherence to security requirements.  

• Maintain Common Access Card (CAC) Trusted Agent responsibilities, ensuring compliance with credentialing procedures.  

• Assist in procurement, fielding, and sustainment of crypto/keying material and devices.  

• Track, control, and maintain inventory requirements for Government Furnished Equipment (GFE).  

• Ensure fully documented procedures for imaging computing devices and provide quarterly reports on hardware inventory and refresh cycles.  

• Install, configure, and maintain workstation hardware, including monitors, keyboards, printers, and disk drives, following best practices.  

• Maintain COMSEC responsibilities, including crypto key management, account maintenance, and destruction verification.  

• Set up, configure, and manage preplanned video teleconferences for customers.  

• Interact with network services, software engineering, and applications development teams to restore service and resolve core IT problems.  

• Provide targeted troubleshooting by simulating and recreating user-reported issues to determine root causes.  

• Recommend system modifications to improve user experience and minimize recurring issues.  

• Provide written documentation from initial contact through resolution, ensuring full transparency and traceability.  

• Advise management on client support needs, escalating complex issues when necessary.  

• Manage and communicate IT outage and emergency response activities across the organization.  

• Assist in developing IT policies and procedure