This position requires active SECRET security clearance and Security+ certification.

Agile Care Enterprises is looking for an IT Service Desk Specialist Tier II - Account Creation/Entitlement Manager to support the Walter Reed National Military Medical Center (WRNMMC) – IT Department, who will perform activities associated with management of dedicated ticket queues which includes prioritizing work and assignment to technical resources for resolution of end user issues while ensuring service levels and objectives are met.

Job Responsibilities:

• Answer questions, analyzes problems, and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.
• Resolve computer software and hardware problems for users.
• Act as a contact for users having problems using computer software, hardware, and operating systems.
• Act as the escalation path to resolve moderate to highly complex technical issues.
• Provide support for call overflow during peak time or reduced staff during peak hours.
• Perform In-Process Duties for newly arriving personnel.
• Monitor the SAAR approval process and create computer accounts for new users once all approvals are in place.
• Creating/provisioning/troubleshooting of email accounts for new users or migrating email accounts from prior commands (knowledge of DEPO system is a plus).
• Work with DHA and/or the user’s previous commands to expedite email transfer.
• Create user accounts for other command systems as required.
• Out-Process users, removing or transferring email accesses required.
• Remove access to other computer systems as required for Out-Processing users.
• Provide quick resolution and excellent customer service per established SLAs.
• Provide advice and pointers to management and staff on using the ticketing system.
• Monitor and manage all incident queues, ensure SLA compliance.
• Transfer Hardware request tickets from the ServiceNow system to the onsite ITCS system for approval and fulfillment.
• Review ticket backlogs and follow-up with technicians and/or section leads on aging tickets.
• Prepare weekly monthly and ad hoc reports on problem tickets and feedback for improvement and any requested by management.
• Provide entitlement management services for users during in-processing or change of assignment. Duties include access permissions to department shares, creating and managing NPEs (‘non-person entities’, shared calendars, shared mailboxes, and departmental distribution lists)
• Unblock CAC’s.
• Utilize ServiceNow to manage ticket counts and respond to users.
• Re-route misrouted or out-of-scope tickets to service desk or appropriate assignment queue to address customers issue at the lowest level possible
• Maintain SOPs and service catalog for Account Creation processes.
• Establish timelines and protocols for harder-to-solve problems.
• Responsible for maintaining an accurate and complete government asset inventory.
• Perform other duties as assigned to include temporary assignment to other work units as needed.
• Understanding of email encryption and the ability to troubleshoot
• Perform other duties as assigned to include temporary assignment to other work units as needed.

Qualification

• Bachelor’s degree and/or equivalency
• Basic knowledge of IT language with PC hardware and software, and troubleshooting and repairs on desktop computers and laptops
• REQUIRES outstanding customer service skills
• REQUIRES strong communication skills
• REQUIRES outstanding time management skills
• REQUIRES outstanding documentation ability
• Successfully demonstrate the ability to work independently with minimal supervision
• Exhibit strong organizational skills and the ability to follow documentation procedures for daily tasks
• Experience working with customer technology and support requirements
• Experience with ITSM tools such as ServiceNow, Service Manager, or equivalent required

Required Qualifications:

• Must have Active SECRET Clearance
• Must have intermediate to expert level MS Excel skills
• Must have the ability to interact and work with a diverse customer base
• Must have good customer service skills for both customers and interdepartmental communication
• Must have queue management, account creations, and entitlement management skills

Preferred Qualifications:

• Knowledge of DEPO system
• ServiceNow

NOTE: The work shall be performed in office and field environments.

Agile Care offers a comprehensive benefits package, including medical dental, vision, life, 401K, wellness program, and paid time off and paid holidays.

Pay range for this position is used as a guideline only and is not a guarantee of compensation. Additional factors will be considered including, but not limited to, level of skills, knowledge, and experience.

All positions at Agile Care Enterprises are subject to background investigations. Employment is contingent upon successful completion of a background investigation including criminal history and identity verification.

All your information will be kept confidential according to EEO guidelines.

Job Type: Full-time

Pay: $31.25 - $35.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year
• 2 years

Schedule:

• 8 hour shift
• Day shift

Experience:

• IT: 2 years (Preferred)

License/Certification:

• CompTIA Security+ (Required)

Security clearance:

• Secret (Required)

Ability to Relocate:

• Bethesda, MD 20889: Relocate before starting work (Required)

Work Location: In person