Customer Technical Support Specialist (Help Desk)

Responsibilities

• Provide on‑site desktop support as needed.
• Deliver general help desk support for User Assistance.
• Offer phone support to resolve issues related to RDT&E connectivity and Active Directory domain account user management.
• Assign IP addresses as requested and maintain those addresses in the IPA Database.
• Utilize the Remedy system (or current ticketing system) to assign and track trouble calls.
• Maintain and monitor the User Assistance mailbox to ensure timely support for all requests.
• Participate in the development and maintenance of Standard Operating Procedures (SOPs) covering all User Assistance activities.
• Knowledge of video teleconferencing is a plus.

Requirements

• High School Diploma or Bachelor’s Degree.
• Two to five (2‑5) years of relevant experience.
• Ability to communicate verbally with the user community effectively and efficiently.
• Familiarity with Department of Defense networking and security accreditation requirements.
• Knowledge of installation, maintenance, and administration of computer systems in a LAN/WAN environment.
• Must meet DoD 8570 Information Assurance Technical Level II certification requirements at time of hire.
• Ability to communicate effectively with all levels of employees and outside contacts.

Qualifications

• Must be able to obtain a Secret‑level security clearance.
• U.S. citizenship is required for this contract.

Skills

• Verbal communication with diverse user groups.
• DoD networking and security accreditation knowledge.
• LAN/WAN system installation, maintenance, and administration.
• IP address assignment and database management.
• Proficiency with Remedy (or comparable) ticketing systems.
• Development and maintenance of Standard Operating Procedures.

Physical Demands

• Ability to lift up to 10–15 pounds.
• Ability to stand and walk for prolonged periods.
• Ability to twist, bend, and squat periodically.

Pay

Targeted salary range is $55,000 to $65,000 annually, based on qualifications and experience.