Senior Help Desk Specialist - 3633

Metro Systems Inc. is currently seeking a Senior Help Desk Specialist to support a Federal Government customer in Arlington, Virginia.


*This position will be working the swing-shift 2pm-10pm

  • Works from specifications in developing and modifying moderately complex software programming applications. Involved with designing, coding, benchmark testing, debugging and documentation of programs. Performs activities such as operating system architecture integration and software design to selection of computer systems, languages and/or equipment. Resolves moderately complex problems.
  • Incident and Problem Management.Follow established incident and problem management program and related Standard Operating Procedures (SOP) in order to document all requests for service, resolve user issues, correct the root cause of incidents, and minimize any adverse impact to customers. The objective for incident management is to restore normal service operations as quickly as possible with minimum disruption to the organization. In addition, the objective for problem management is to minimize the adverse effect of incidents and problems caused by network architecture limitations and deficiencies. Provide incident and problem management based on the fundamental processes found in the ITIL® and ITSM® frameworks and established policies and procedures.
  • Tier I Service Desk Support. Support a continuously manned (24x7) IT service desk. Provide walk-in support as well as responding to telephone, web-based online messages, e-mails or user submitted incident ticket notifications. In addition, follow established help desk standard operating procedures and provide service desk support tasks to include but not be limited to the following:
  • Monitor service delivery and service support to ensure timely IT support services to the user community located in the National Capital Region, and various remote and contingency sites.
  • Follow escalation procedures for resolving IT issues at the appropriate level of experience (i.e., Tier 1, 2 or 3) and providing appropriate and timely notification to Government representatives for awareness and resolution.
  • Answer and respond to calls from the TM and/or ATM for urgent requirements and priority support.
  • Give a prompt and professional response to user requests and resolution of incident tickets.
  • Provide useful metrics and support the creation of reports that track call data, incident management performance, and problem management performance.
  • Provide one-on-one, desk-side help.
  • Maintain Remedy database for users to communicate with the service desk in order to provide real-time technical assistance, information to promote customer awareness, and customer driven problem resolution
  • Provide Level 1 support for UNIX applications, Solaris 9 & 10 administration

Required Qualifications:

  • Bachelor’s degree, related technical training (or equivalent experience) plus at least two years of directly related experience.
  • Security+ certification
  • Linux Red Hat 6 experience
  • Active Top Secret Clearance


MSI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.