Help Desk Support Service Specialist - Intermediate - TS/SCI Required

About the role

As a Help Desk Support Service Specialist - Intermediate, you will provide second-tier support to end-users for PC, server, mainframe applications, and hardware. You will collaborate with network services, software systems engineering, and applications development to restore service and identify core problems. You will simulate or recreate user problems to resolve operating difficulties and recommend systems modifications to reduce user problems. You will maintain currency and a high level of technical skill in your field of expertise, escalating more complex problems to senior-level support.

Responsibilities

• Provide second-tier support to end-users for PC, server, mainframe applications, and hardware.
• Handle problems escalated from first-tier help desk support, interacting with network services, software systems engineering, and/or applications development to restore service and identify core problems.
• Simulate or recreate user problems to resolve operating difficulties and recommend systems modifications to reduce user problems.
• Maintain currency and a high level of technical skill in the field of expertise.
• Escalate more complex problems to senior-level support and provide first-contact incident resolution for customers with hardware, software, and application problems.
• Interact with customers daily to provide guidance on procedures concerning account requests, email, file access/storage, and other local procedures to ensure mission success.
• 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.
• Image computers and/or configure their BIOS (SCCM / PXE Boot).

Requirements

• Active Directory (AD)
• Computer Literacy
• Help Desk Support
• 7+ years of related experience
• Associates Degree or 2 years of related specialized experience in lieu of degree
• 5+ years of related experience, including at least 2 years of specialized experience
• 1 year of DoD experience and NOSC support experience, including problem resolution and incident tracking
• US Citizenship required

Qualifications

• Knowledge of the principles, methods, and techniques used in network and systems administration and support.
• Knowledge of related hardware and software.
• DoD 8570.01-M IAT Level II/8140 Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract.
• IAT II 8570/8140 Baseline Certification Security+ or equivalent.
• Computing Environment: MSCA 2016, Microsoft Azure Administrator or equivalent (must obtain the full AZ-104 Microsoft Azure Administrator within 180 days from start date).

Clearance

• Must currently possess Top Secret/SCI clearance.
• Must be able to obtain Top Secret/SCI + Polygraph.

Work environment

• On customer site daily support.
• Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract.
• Position may require lifting of objects (e.g., IT hardware), reaching/bending/kneeling (e.g., plug-in cables), and other moderately strenuous activity.
• Travel may be required to support the mission (10–25%).
• Work location: USA MD Fort Meade; additional work locations may apply.