Help Desk Analyst Jobs in Maryland

Help Desk Technician II
Location: Walter Reed National Military Medical Center (WRNMMC), Bethesda, MD
Clearance Level: Active Secret Security Clearance

Summary:

3 Reasons Consulting is seeking a skilled Help Desk Technician II to provide onsite technical support at Walter Reed National Military Medical Center (WRNMMC). The ideal candidate brings strong troubleshooting expertise, customer service excellence, and hands-on experience with Microsoft Operating Systems in a DoD or government setting. In this role, you’ll help maintain and support WRNMMC’s desktop computing environment to ensure uninterrupted service for both staff and patients. Join us in delivering meaningful IT support in a mission-critical healthcare environment.

Services to be performed include, but are not limited to:

• Provide first-line technical support to end-users via phone, email, and chat.

• Troubleshoot and resolve software and hardware issues, escalating to Tier III or the Global Service Center (GSC) as needed.

• Gain technical expertise in specific systems to support customer operations.

• Maintain and repair PCs, laptops, printers, and peripherals.

• Manage support tickets through ServiceNow and respond within SLA requirements.

• Maintain SOPs and service catalogs for installations, configurations, and troubleshooting procedures.

• Track and maintain government asset inventory accurately.

• Provide user feedback to improve the IT environment and enhance customer satisfaction.

• Adhere to WRNMMC’s training requirements and facility protocols.

• Collaborate with team leads and participate in team functions.

• Train, orient, and assist in evaluating new staff.

• Ensure workspace cleanliness and follow infection control standards.

• Gain proficiency with systems such as ServiceNow, DMHRSi, and clinical/business applications.

• Maintain DMHRSi access and complete bi-weekly workload documentation.

Required Education and Experience:

• Bachelor’s degree preferred, or equivalent technical experience.

• Minimum of four (4) years in technical support, including experience in Microsoft environments.

• Strong understanding of Microsoft Operating Systems in DoD/government settings.

• Proven skills in hardware/software troubleshooting in high-pressure environments.

• Demonstrated ability to deliver excellent customer service.

Required Certification(s):

• IAT II Level Certification

• Security+ CE

Clearance Level: Active Secret Security Clearance

Benefits at 3 Reasons Consulting:

Company-Paid Benefits:

• Short/Long Term Disability

• Basic Life Insurance

• Direct Payroll Deposit

• Leave Accrual

• Holidays

• 401(k) Match

Employee / Company Shared Benefits:

• Additional (Voluntary) Life Insurance

• 401(k)

• Medical Coverage

• Dental Coverage

• Vision Care Plan

• Flexible Spending Account Plan

An Equal Opportunity Employer

3 Reasons Consulting is an Equal Opportunity Employer. We are committed to providing a workplace free from discrimination or harassment and hold all 3 Reasons employees accountable to protect this mission.
We do not discriminate on the basis of race, color, gender, religion, national origin, sexual orientation, age, marital status, veteran status, military status, disability status, or any other characteristic protected by federal, state, or local law. All applicants will receive consideration for employment without regard to protected bases.