Help Desk Manager/ Dedicated End User Device (EUD) Lead

About the role

The Dedicated End User Device (EUD) Lead at EVS provides advanced technical support services and oversees the daily operations and staff for NIPR and SIPR end-user devices and associated IT systems supporting the United States Air Force Academy (USAFA).

Responsibilities

• Provide onsite and remote technical support for USAFA NIPR/SIPR desktop and laptop systems, peripherals, and end-user devices.
• Troubleshoot hardware, software, network connectivity, printer, and peripheral issues.
• Install, configure, maintain, and support desktop computers, laptops, CAC readers, printers, scanners, and other IT equipment.
• Support Microsoft O365 applications and Air Force enterprise software suites.
• Provide account provisioning support for NIPR and SIPR user accounts.
• Aid with SIPR token issuance, management, and accountability procedures.
• Perform workstation imaging, software installations, updates, and lifecycle replacement support for NIPR/SIPR systems.
• Provide desk-side support for VIP personnel and mission-critical customers as directed.
• Troubleshoot and resolve printer mapping, printer connectivity, scan-to-email, and CAC-enabled printer issues.
• Support Help Desk walk-in operations, remote support requests, and desk-side service calls.
• Utilize ServiceNow, CIPS, and other Automated Information Systems (AIS) to document, update, and close work orders.
• Ensure work order updates are documented accurately and timely in accordance with PWS requirements.
• Support vulnerability remediation efforts, security patch implementation, and cybersecurity compliance requirements.
• Respond to Priority 1, 2, and 3 outage requests within required response timelines.
• Participate in on-call support rotations and after-hours outage response activities.
• Support special events, operational standby requirements, graduation activities, CORONA events, and other mission-critical operations.
• Cook with Government personnel, Help Desk Operations, cybersecurity personnel, and technical support teams to ensure uninterrupted customer support operations.
• Maintain professional customer service standards while supporting Government personnel and mission partners.

Requirements

• Active Secret Security Clearance required.
• Minimum of 4–6 years of experience providing desktop support, Help Desk support, or enterprise IT customer support services.
• Experience supporting Windows desktop operating systems and Microsoft O365 applications.
• Experience troubleshooting desktop hardware, printers, peripherals, software installations, and account access issues.
• Familiarity with ServiceNow, CIPS, or similar enterprise ticket management systems.
• Experience supporting NIPR/SIPR or DoD IT environments preferred.
• Strong troubleshooting, analytical, and customer service skills.
• Ability to work independently and in team environments.
• Excellent written and verbal communication skills.
• Ability to manage multiple support requests in a fast-paced operational environment.

Qualifications

• CompTIA Security+ CE or equivalent DoD 8140 compliant certification required.
• Microsoft 365 Certified certification required.
• HDI Support Center Analyst or equivalent Help Desk certification preferred.