CSD Helpdesk Lead with Security Clearance

What You Will Be Doing

• Lead a team of CSD Help Desk Administrators to coordinate helpdesk activities, ensure cross-team and cross-building coordination, properly allocate resources across facilities to ensure response times are met, and coordinate with the Executive Communications Administrator Lead as necessary.
• Operate, maintain, and provide input to USSPACECOM J6 IT systems, infrastructure, and related software/hardware resources.
• Analyze helpdesk metrics to identify trends and recommend improvements to reduce downtime and enhance user support.
• Occasionally act as a Tier I resource to resolve frontline technical issues.
• Lead technical troubleshooting and configuration efforts on military-managed desktops, mobile devices, printers, and peripherals.
• Exercise independent judgment to diagnose and implement solutions for issues on SIPR, NIPR, and JWICS networks.
• Maintain and improve endpoint management standards, including imaging, configuration, and deployment workflows.
• Coincide with system/capability owners and IT leadership to resolve software/network issues beyond local administrative access.
• Aid in the development and refinement of SOPs and IT process documentation for classified systems.
• Ensure proper handling and accountability of IT hardware through full lifecycle management and DoD disposal policies.
• Support IT posture during real-world and exercise-based contingency operations.
• Track and manage tickets using USSPACECOM's helpdesk system and serve as a technical liaison between users and capability owners.

What You Will Need

• A BS degree in Information Technology, Cybersecurity, Data Science, Information Systems, or Computer Science.
• Excellent customer service skills including customer relationships, responsiveness, and timely resolution of job tickets, and the ability to problem-solve creatively in time-sensitive situations.
• Demonstrated ability to lead small technical teams (approx. 10 staff) and apply Help Desk performance metrics to improve customer satisfaction, response times, and overall efficiency.
• Core and Additional Knowledge, Skills, and Abilities Tasks (KSATs) defined in the DoD Cyber Workforce Framework for Work Role 451 Intermediate.
• Experience with unclassified network enterprise, classified Secret network enterprise, Secret Releasable LANs, TS-SCI LAN, the gateway servers.
• Experience providing Tier 3 and Tier 4 service desk and job control functions, solving issues and configurations on military devices such as desktops, mobile devices, and printers.
• Experience performing trend analysis on fielded equipment and systems to identify adverse equipment performance.
• Required Certifications: Comp TIA Security+
• Desired Certifications: Cloud+, GICSP, GSEC, or SSCP certification
• Clearance: TS/SCI and SAP clearance required