Cyber Help Desk Lead

Cole Engineering Services • Orlando, FL

378d

About The Position

The Cyber Help Desk Lead at Cole Engineering Services Inc. is responsible for providing advanced IT support for the Persistent Cyber Training Environment (PCTE) platform. This role involves leading a help desk team, addressing complex technical challenges, and ensuring that IT services align with user needs and strategic objectives. The position requires strong communication skills, attention to detail, and the ability to manage service requests efficiently in a dynamic environment.

Requirements

• 5-10 years of directly related experience supporting help desk operations.
• Bachelor's degree in a technical discipline or equivalent experience.
• Active Top Secret/Sensitive Compartmented Information (TS/SCI) clearance required.
• DoD 8570.01-M IAT Level II certification required.
• CompTIA Security+ CE or CISSP certification required within six months of hire.
• Strong written and verbal communication skills.
• Attention to detail with a commitment to accuracy.

Nice To Haves

• Experience in administering software systems in hybrid cloud environments.
• Proficiency in Red Hat Enterprise Linux (RHEL) and LDAP SSO.
• Experience with NSX/NSX-T network maintenance.
• Ability to create and modify scripts for Linux systems.
• Flexibility to work different shifts and weekends.

Responsibilities

• Lead the help desk team in providing top-tier IT support for the PCTE platform.
• Utilize Jira Service Manager tools and vSphere to monitor and maintain system performance.
• Implement a structured approach to service design, transition, and operation.
• Incorporate user feedback for continuous improvement of customer experience.
• Analyze IT incidents to determine root causes and provide comprehensive reports to stakeholders.
• Manage and execute service requests ensuring timely delivery and user satisfaction.
• Collaborate with engineers and stakeholders to address technical challenges.

Benefits

• Wellness program
• Paid jury duty
• Health insurance
• Dental insurance
• Military leave
• Paid time off
• Employee assistance program
• Vision insurance
• 401(k) matching
• Life insurance
• Disability insurance
• Education & Training
• Generous Leave Policy (11 Federal Holidays, PTO, Military Leave, Bereavement and Jury Duty)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree