Help Desk Support Service Specialist - Intermediate | ...

Company Description ProSidian is a Management and Operations Consulting Services Firm focusing on providing value to clients through tailored solutions based on industry-leading practices. ProSidian services focus on the broad spectrum of Enterprise Service Solutions for Risk Management, Compliance, Business Process, IT Effectiveness, Engineering, Environmental, Sustainability, and Human Capital. We help forward-thinking clients solve problems and improve operations. Launched by former Big 4 Management Consultants, our multidisciplinary teams bring together the talents of nearly 190 professionals globally to complete a wide variety of engagements for Private Companies, Fortune 1,000 Enterprises, and Government Agencies. Our solution-centric services are deployed across the enterprise, targeting drivers of economic profit (growth, margin, and efficiency), and are aligned at the intersections of assets, processes, policies, and people delivering value. ProSidian clients represent a broad spectrum of industries including but not limited to Aerospace and Telecommunications, Consumer Products, Services, and Retail, Development and Sustainability, DOD/Military, Energy, Resources, & Industrials, Financial Services, Government & Public Services, Information Technology, Media, and Telecommunications, Life Sciences & Health Care, Manufacturing and Operations, Nuclear and Environmental, Professional Services, etc. Learn More About ProSidian Consulting at . Job Description ProSidian seeks a Help Desk Support Service Specialist - Intermediate | IT Effectiveness - User Support Help Desk (NPS008013) - DPLH Est.: 2080 Hrs. ST | 0 Hrs. OT on an Exempt (W2) Contract Contingent Basis Engagement Team | Analyst 3 Labor Category - Mid Level Exempt (W2) Professional aligned under services related to NAICS: 541519 - DPLH Est.: 2080 Hrs. ST | 0 Hrs. OT on an Exempt (W2) Contract Contingent Basis located CONUS: Washington, DC, and Reston, Virginia, and the National Information Systems Center (NISC), located in Denver, Colorado. Across The Mid Atlantic Region supporting NPS is responsible for managing national parks and other sites, providing IT and telecom services through their National Information Technology Center. Seeking Help Desk Support Service Specialist - Intermediate candidates with relevant Government and Public Services Sector Experience (functional and technical area expertise also ideal) to support professional services engagement for Government and Public Services Sector Clients such as NPS. This is a Contract Contingent or Contract W-2 (IRS-1099) Position and ProSidian reserves the right to convert to a Full-Time ProSidian employed W-2 Position. JOB OVERVIEW Provide services and support as an Information Technology Center Support (Help Desk Support Service Specialist - Intermediate) in the Government and Public Services Industry Sector focusing on IT Services Solutions for clients such as The Department of Interior (DOI | NPS) | DOI National Park Service (NPS) Information Resources (IR) Directive Generally Located In CONUS: Washington, DC, and Reston, Virginia, and the National Information Systems Center (NISC), located in Denver, Colorado, and across the Mid Atlantic Region. Serve as a Help Desk Support Service Specialist - Intermediate and provide coverage for swim lane tasks primarily considered in alignment with Task 2.4.1 User Support Help Desk related activities to Intermediate-level IT support for routine issues and infrastructure maintenance. Assist senior team members with implementing IT strategies and system updates. Configure and maintain help desk infrastructure to ensure consistent system performance. Intermediate-level assistance in managing operating systems, databases, and user accounts. Deliver IT support at a national level, providing solutions across multiple locations. Maintain network availability and provide backup support for senior team members. Provide help desk and technical support for intermediate-level issues in Lakewood, resolving user complaints. Assist senior staff in maintaining Lakewood systems and networks with Tier 2 support services. Offer comprehensive support for local area network (LAN) and telecommunications systems. Lead help desk efforts in resolving issues and maintaining system uptime and availability. Qualifications Desired Qualifications For Help Desk Support Service Specialist - Intermediate | IT Effectiveness - User Support Help Desk (NPS008013) Candidates: Intermediate-level IT support for routine issues and infrastructure maintenance. Assist senior team members with implementing IT strategies and system updates. Configure and maintain help desk infrastructure to ensure consistent system performance. Intermediate-level assistance in managing operating systems, databases, and user accounts. Deliver IT support at a national level, providing solutions across multiple locations. Maintain network availability and provide backup support for senior team members. Provide help desk and technical support for intermediate-level issues in Lakewood, resolving user complaints. Assist senior staff in maintaining Lakewood systems and networks with Tier 2 support services. Offer comprehensive support for local area network (LAN) and telecommunications systems. Lead help desk efforts in resolving issues and maintaining system uptime and availability. Education / Experience Requirements / Qualifications Bachelor's degree in computer science or related field with 3+ years of experience in support roles. Experience in supporting LAN/WAN systems and telecommunication troubleshooting. Experience in help desk management, preferably in a government services role. Intermediate-level experience in server and database management. Knowledge of NPS systems and protocols, with federal government experience preferred. Familiarity with disaster recovery and backup procedures for a multi-location environment. Intermediate-level support experience, especially in remote or government environments. Familiarity with federal government protocols and experience working in Lakewood systems. LAN/WAN management experience with hands-on knowledge of telecommunication systems. Expertise in help desk operations and support systems, especially in a government setting. Skills Required Bachelor's degree with 3+ years of hands-on technical support experience. Telecommunication certification and 2+ years of LAN/WAN experience. Help desk management experience, preferably in federal government services. 3+ years of experience in network and server management roles. Bachelor's degree or equivalent with certifications in systems management. Experience in disaster recovery management and federal systems. Intermediate-level support experience in government systems management. Familiarity with government systems protocols, 2+ years of experience. 3+ years of LAN/WAN management experience in a federal environment. Help desk management experience with certifications in IT services management. Additional Information CORE COMPETENCIES Teamwork - ability to foster teamwork collaboratively as a participant, and effectively as a team leader. Leadership - ability to guide and lead colleagues on projects and initiatives. Business Acumen - understanding and insight into how organizations perform, including business processes, data, systems, and people. Communication - ability to effectively communicate to stakeholders of all levels orally and in writing. Motivation - persistent in pursuit of quality and optimal client and company solutions. Agility - ability to quickly understand and transition between different projects, concepts, initiatives, or work streams. Judgment - exercises prudence and insight in decision-making process while mindful of other stakeholders and long-term ramifications. Organization - ability to manage projects and activity, and prioritize tasks. OTHER REQUIREMENTS Business Tools - understanding and proficiency with business tools and technology, including Microsoft Office. Commitment - to work with smart, interesting people with diverse backgrounds to solve the biggest challenges across private, public and social sectors. Curiosity - the ideal candidate exhibits an inquisitive nature and the ability to question the status quo among a community of people they enjoy and teams that work well together. Humility - exhibits grace in success and failure while doing meaningful work where skills have impact and make a difference. Willingness - to constantly learn, share, and grow and to view the world as their classroom. BENEFITS AND HIGHLIGHTS At ProSidian, we invest in our employees to help them stay healthy and achieve work-life balance. Our team members receive a comprehensive benefits package that includes Competitive Compensation, Group Health Insurance Health Benefits, 401(k) Retirement Savings Plan Contributions, Vacation and Paid Time off (PTO) Benefits, Pre-Tax Payment Programs, Purchasing Discounts & Savings Plans, a ProSidian Employee & Contractor Referral Bonus Program, Performance Incentives, etc. ProSidian Consulting is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor. All your information will be kept confidential according to EEO guidelines. 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Created: 2025-02-26