Senior Help Desk Representative

Job Location US-MD-Bethesda
Posted Date 1 month ago(1/22/2018 3:42 PM)
Requisition ID
# of Openings
Administrative Services
Minimum Clearance
% Travel
Relocation Eligible

About Engility

Engility delivers innovative solutions to critical challenges facing the nation and the world. As a premier provider of integrated services for the U.S. government, we support the Department of Defense, intelligence community, space communities, federal civilian agencies and international customers. Engility is dedicated to making lives better, safer and more secure.


  • Under direction, provides technical guidance to service desk analysts and assists users in the resolution of IT issues and request fulfillment.
  • Monitor all service requests and incident records to ensure that all service requests are addressed in accordance to MCITSSC policies, procedures and performance standards
  • Provide assistance to analysts when escalation is needed for users
  • Assist customer users in the areas of desktop application support, password reset, and general computer troubleshooting tasks
  • Interviews user to collect information about problem(s) and leads user through diagnostic procedures to determine source of error. Determines whether problem is caused by hardware such as modem, printer, cables, telephone or by software.
  • Assist in providing knowledge management artifact creation and verification
  • Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
  • Provide Knowledge Management analysis and assistance as required for the project
  • Prepare standard statistical reports as required by Project Manager
  • Track and monitor all problems and incidents to ensure timely resolution
  • Coordinate status with customer users until requests/ incident is closed in the ticketing system


Required Qualifications

  • Secret Clearance
  • The Help Desk Representative shall have, at a minimum, an associate’s degree from an accredited college/university.

  • Certification: In lieu of the associate’s degree, the Help Desk Representative may have one of the following certifications:

    • CompTIA A+ (CE) Certificate; Network + (CE) Certificate; SSCP Certificate; or CNSSI 4011 Certificate.
    • Additionally, within six months from the date theybegin performing under this task order, the Help Desk Representative shall obtain, and thereafter maintain, training in the Windows Workstation Computing Environment for the Windows environment(s) in which they are performing.
  • Certifications: Security+ CE (IAT Level II) or ability to obtain within 3 months of hire.
  • The Help Desk Representative shall have at least 5 years of experience in providing help desk support of networks, web applications, software, and hardware in a Windows operating system environment while interfacing with users, system administrators, network administrators, and programmers to resolve issues.

  • The Help Desk Representative shall have the ability to learn, use, and understand the operation of the Customer Support Help Desk software and have acceptable customer service skills as well as oral and written communication skills.

  • The Help Desk Representative must possess and maintain a Driver’s License for potential operation of low-speed Government furnished equipment (utility cart).


Desired Qualifications

  • ITIL Foundations v3
  • Experience working with NMCI (or equivalent) systems (Hewlett Packard Service Manager (HPSM), NMCI Navy Enterprise Tool (NET), and Seat Resource Management (SRM)), supporting the NMCI contract (or equivalent);
    • Including documenting and tracking seat order and delivery status, promulgating changes and information to users, validating services are delivered, customer support, financial reporting to divisional management, account creation, and oversight of the Move/Add/Change (MAC) process.


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Engility is proud to be an Affirmative Action/Equal Opportunity Employer. Engility provides equal employment opportunity for all persons, in all facets of employment. Engility maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks. If you are a qualified individual with a disability or a disabled veteran, and need a reasonable accommodation to use or access our online system, please contact us via our home page.