Help Desk/Service Desk Support Specialist

TEKsystems•Fort Meade, MD

3d•$43 - $43•Onsite

About The Position

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. 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. Maintains 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

Associates degree, Bachelor's Degree
5+ years of related experience
Knowledge of the principles, methods, and techniques used in network and systems administration and support.
Knowledge of related hardware and software.
1 Year DoD experience and NOSC support experience, including problem resolution and incident tracking.
Security clearance level: TS/SCI (MUST have had the SCI previously)
DoD 8570.01-M IAT Level II/8140 Computing Environment (CE) Certification
IAT II 8570/8140 Baseline Certification Security+ or equivalent.
Help desk
Help desk support
Service desk
Troubleshooting
Windows 10

Responsibilities

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.
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.
Recommends systems modifications to reduce user problems.
Maintains currency and a high level of technical skill in the field of expertise.
Escalates more complex problems.
Provides first contact and incident resolution to customers with hardware, software, and application problems.
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.
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).