Help Desk/Service Desk Support Specialist

About the role

As a Help Desk Support Service Specialist, the work you will do will be impactful to the mission of Army Intelligence. You will play a crucial role in securing enterprise systems, advancing future capabilities while driving smarter solutions.

Responsibilities

• Under general supervision, provides second-tier support to end-users for PC, server, mainframe applications, and hardware.
• Handles problems that the first tier of help desk support is unable to resolve and may interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Simulates or recreates user problems to resolve operating difficulties and recommends systems modifications to reduce user problems.
• Maintain currency and a high level of technical skill in the field of expertise, escalating more complex problems, and providing first contact and incident resolution to customers with hardware, software, and application problems.

Requirements

• Education: Associate's degree or Bachelor's degree.
• Experience: 5+ years of related experience.

Qualifications

• Interact with customers daily to provide guidance on procedures concerning account requests, e-mail, file access/storage, and other local procedures to ensure mission success.
• Knowledge of the principles, methods, and techniques used in network and systems administration and support.
• Knowledge of related hardware and software.
• Perform STIGs & IAVA implementation for system devices; perform imaging of systems; CERP replacement, etc.
• Perform Level I/II Active Directory functions such as unlocking accounts, creating, and issuing accounts.
• Imaging of computers and/or configuring their BIOS (SCCM / PXE Boot).
• 1 year DoD experience and NOSC support experience, including problem resolution and incident tracking.
• Security clearance level: TS/SCI (must have previously held SCI).
• Required certifications: DoD 8570.01-M IAT Level II/8140 Computing Environment (CE) Certification; IAT II 8570/8140 Baseline Certification Security+ or equivalent.

Skills

• Help desk support
• Service desk
• Troubleshooting
• Windows 10
• Intermediate level

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Pay

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