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Job Details

Helpdesk Support - Senior

Company name
RTL Networks Inc

Washington, DC, United States

Employment Type

Help Desk

Posted on
May 23, 2020

Valid Through
Sep 05, 2020

Apply for this job


Helpdesk Support - Senior


Washington, DC


Job title: Helpdesk Support - Senior

Location: Alexandria, VA or Guantanamo Bay, Cuba

Status: Full-time

About Us: 

RTL Networks, Inc. is a rapidly-growing company primarily focused on providing information technology (IT) support services and personnel to a variety of commercial and government customers for long term contracts.  By providing a wide array of professional services and products, we help our customers leverage technology and operate with total confidence in the predictability, security and reliability of their technology resources in order to meet business objectives. 

Job Purpose or Summary:

Provide IT Help Desk support using the Information Technology Infrastructure Library (ITIL) Information Technology Service Management (ITSM) model during OMC business hours.

Provide IT support services and call triage including First Call Resolution, Impact and Priority Based Incident Categorization.

Provide timely customer feedback, monitor/update the status of assigned tickets, and ensure warm hand-off and/or ticket escalation.

Maintain a professional appearance and demeanor during duty hours, official travel, and when working with the user community.

Provide O&M support for OMC desktop, laptop, and tablet information systems.

Image information systems using government provided operating system images.

Provide onboarding and provisioning of new accounts, and deprecation for users departing the organization.

Submit tickets for all reported incidents, work orders, and service requests. Required to utilize Government approved tools to accurately report, document, administer, and resolve customer issues. 

Provide surge support to NSGB in support of OMC Users participating in court hearings, trial activities, and other events as required.

Provide VTC support for scheduling, call setup, testing, and troubleshooting measures.

Facilitate mapping and troubleshooting user access to shared network resources.

Provide support for computer peripheral device requests, installation, and troubleshooting IAW established policies and procedures.

Provide support for software requests, installation, and troubleshooting IAW established policies and procedures.

Provide support for mobile device requests, issuance, accountability, troubleshooting, and retrieval IAW government approved processes.

Provide PKI Trusted Agent (TA) support, this is includes but is not limited to; submitting new token requests, retrieving, issuing tokens, and the collection/turn-in of returned/expired tokens IAW established policies and procedures.

Provide voice over Internet protocol (VOIP) and Secure VOIP troubleshooting, this includes port activation requests, connectivity, and trouble ticket submission.

Troubleshoot all information system hardware line replaceable units (LRU).

Provide maintenance and support for local/networked printers, scanners, digital senders, and other multi-function devices. The contractor will procure replacement parts (e.g. Fuser) and other consumables (e.g. Toner) on a cost reimbursable basis as required.

Provide transportation, delivery and setup of IT assets throughout the NCR and NSGB. 

Provide desk side training to the end user for standard software and equipment issues as requested. Desk side training includes but is not limited to software and equipment demonstration, tri-fold brochures and quick start guides, and demonstration of links to online and web based IT training.

Required Skills:

7 years of experience delivering tasks of a similar size/scope

Required Certifications: ITIL v3 Practitioner (within 6 months)

Applicant selected for this position must be able to obtain and/or maintain a security clearance or access.

U.S. Citizenship required.  

Chosen applicants will be required to pass pre-employment drug screening and a criminal background check. 

We are an Equal Opportunity Employer, Females/Minority/Veterans/Disabled/Sexual Orientation/Gender Identity/Religion/National Origin

We are an Equal Opportunity Employer, Females/Minority/Veterans/Disabled/Sexual Orientation/Gender Identity/Religion/National Origin

Company info

RTL Networks Inc
Website :

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