Help Desk Specialist/ Desktop Support Administrator (51420)

About the Role

This individual provides application and network monitoring and escalation, coordinates between Tier 1, 2, and 3 support groups, offers customer support to J6 Subject Matter Experts and end-users, manages Enterprise Situational Awareness, and aggregates ad-hoc metrics as requested. This is a remote position supporting the AMPS contract.

Clearance Requirements

Must possess IT-II security clearance or have a current National Agency Check with Local Agency Check and Credit Check (NACLC) at time of proposal submission.

Responsibilities

• Provide technical support, including client hardware and software support.
• Respond to customer trouble requests and problem calls received by telephone, email, or generated from the Remedy ticketing system.
• Resolve customer issues using automated remote control software or other remote tools where possible.
• Provide support to individuals at users' workstations and docking stations with direct hands-on troubleshooting and repair services for both hardware and software issues.
• Install, upgrade, support, and troubleshoot printers, computer hardware, Windows OS, Office 2013, and other authorized desktop applications and peripheral equipment.
• Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment unless prohibited by existing customer warranties.
• Monitor, operate, manage, troubleshoot, and restore service to client personal computers (PCs) or laptops that have authorized access to the network.
• Escalate issues/problems to the proper Tier 3 Support team members when restoration is beyond the scope of computers, laptops, printers, and other authorized peripherals.
• Experience managing Microsoft Active Directory, including implementation of GPOs to support the implementation of STIG settings on file and print services, DNS, Domain Controllers, and application servers (desired).
• Work with virtual infrastructure (e.g., VMWare).

Requirements

• CompTIA Security+ CE certification required.
• 3 years of experience in a relevant role.
• Excellent communication skills (oral and written).
• Experience providing Tier 1 desktop technical support.
• Experience with Windows 11 Operating Systems and Office 2013.
• May interact with government customers and senior government leadership at the highest levels; experience in this area is preferred.

Benefits

• Multiple healthcare coverage options, including low deductible, high deductible, and plans eligible for Health Savings Account (HSA).
• Dental, vision, accident & illness, short- and long-term disability coverage.
• 401(k) plan with a 6% company match and potential profit sharing based on company performance.
• 100% Employee Stock Ownership Plan (ESOP), providing eligible employees the opportunity to earn stock in BMA, subject to plan eligibility and vesting requirements.

About the Company

BMA is an employee-owned small business headquartered in Huntsville, AL that provides superior customer service by empowering all levels of staff to make timely decisions to produce high-quality results. BMA fosters an environment of passion, precision, and dedication to fulfill commitments to partners, government, and country.