Helpdesk Support Services Specialist Intermediate

Responsibilities

• Provide Tier 2 administrative and technical support across the NIPR and SIPR networks.
• Oversee and manage advanced troubleshooting and maintenance of desktops, laptops, printers, database connections, and network connectivity issues.
• Support an estimated workload of approximately 2,000 tickets annually at JBSA-Lackland.
• Install, configure, and maintain complex applications and software.
• Install and configure network printers.
• Manage the internal schedule of client support technicians to ensure adequate coverage and efficient service delivery.
• Implement internal controls to ensure all elements of the IT department receive current and accurate information as required.
• Ensure queries regarding IT status are addressed and completed within a reasonable timeframe.
• Provide inputs to the Government upon request, including process-flow improvement recommendations that support increased efficiency and streamlined workflows.

Qualifications

• Five (5) years of experience in computer system/network support.
• Includes one year of specialized experience related to Hardware PC Technician.
• Five (5) years of experience with PC Networks, Windows OS, and Active Directory.
• Three (3) years of experience working with web-based ticket submission.
• Must pass pre-employment qualifications of Cherokee Federal Security +100% Onsite Active SECRET clearance.

Pay

Estimated Starting Salary Range for Help Desk Support Service Specialist Intermediate: $29.81 - $31.25 Hourly Pay commensurate with experience.

Benefits

Full time benefits include Medical, Dental, Vision, 401K and other possible benefits as provided. Benefits are subject to change with or without notice.

About the Role

The Tier 2 Help Desk Support Services Specialist provides advanced desktop support, troubleshooting, and administration across NIPR and SIPR networks. This role serves as an escalation point for complex technical issues and ensures the timely, accurate flow of IT information across the department. Recommend systems modifications to reduce user problems. Maintain currency and the highest level of technical skill in the field of expertise. Monitor and respond to complex hardware, software, and network problems on NIPR and SIPR utilizing various hardware and software testing tools and techniques. Provide primary interface with contractor support service groups or provide internal analysis and support to ensure appropriate notification during outages or periods of degraded system performance.