SITEC - Help Desk Specialist (JNY) - Fort Benning, GA
About The Position
Provides support to users in resolving problems using help desk center tools including Remedy, MECM, VMWare, ESXi and NetApp ONTAP. Supports electronic mail, account creation and maintenance, standard desktop applications, and applications developed by the Government. Provides EOC site/local help desk services and acts as the POC for creating, responding to, and resolving end user incidents. Coordinates Incident Reports and Service Request resolutions with the proper personnel at the various site locations, while tracking resolutions from initiation to conclusion on behalf of the end user. Creates tickets within the Remedy IT Service Management (ITSM) tool. Troubleshoots and repairs end user devices. Installs and troubleshoots software. Re-images hardware. Performs shared file access maintenance. Maintains accounts. Creates tokens. Resets CAC/Token pins. Maintains local registration authority capabilities. Provides information and tracking on IT Projects, ASIs, incidents, and changes that impact customers Ensuring incidents are routed and/or escalated to the appropriate support group. Escalates tickets to other IT support groups and/or vendor support staff.
Requirements
- High school diploma with a minimum of 6 years of relevant experience, 4 years experience with Associates, OR 2 years experience with Bachelor's.
- Active DoD TS/SCI clearance or higher is required.
- At least one (1) year of prior experience as a PC Technician or Help Desk Specialist.
- Must hold a DoD 8570.01-M IAT Level II certification.
- Experience with Windows OS, O365 suite of applications, basic multimedia systems, multi-functional devices, and mobile devices.
- Experience in hardware and software installation, configuration, and troubleshooting, along with strong problem-solving and customer service skills.
- Experience with active directory security group management, exchange distribution lists, and file share permission assignment.
Nice To Haves
- Must be DoW 8140 compliant under the Work Role Code 411 - Technical Support Specialist- Intermediate level or higher by 1 Oct 26.
Responsibilities
- Provides support to users in resolving problems using help desk center tools including Remedy, MECM, VMWare, ESXi and NetApp ONTAP.
- Supports electronic mail, account creation and maintenance, standard desktop applications, and applications developed by the Government.
- Provides EOC site/local help desk services and acts as the POC for creating, responding to, and resolving end user incidents.
- Coordinates Incident Reports and Service Request resolutions with the proper personnel at the various site locations, while tracking resolutions from initiation to conclusion on behalf of the end user.
- Creates tickets within the Remedy IT Service Management (ITSM) tool.
- Troubleshoots and repairs end user devices.
- Installs and troubleshoots software.
- Re-images hardware.
- Performs shared file access maintenance.
- Maintains accounts.
- Creates tokens.
- Resets CAC/Token pins.
- Maintains local registration authority capabilities.
- Provides information and tracking on IT Projects, ASIs, incidents, and changes that impact customers.
- Ensuring incidents are routed and/or escalated to the appropriate support group.
- Escalates tickets to other IT support groups and/or vendor support staff.
Benefits
- Employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
