SITEC - Help Desk Specialist (JNY) - Fort Benning, GA

Peraton • Fort Benning, GA

8d • Onsite

About The Position

The Help Desk Specialist provides essential support to users by resolving technical issues using a variety of help desk center tools. This role involves supporting electronic mail, managing user accounts, assisting with standard desktop and government-developed applications, and providing EOC site/local help desk services. The specialist acts as the primary point of contact for end-user incidents, coordinating resolutions from initiation to conclusion and tracking them within the Remedy ITSM tool. Responsibilities include troubleshooting and repairing end-user devices, installing and troubleshooting software, re-imaging hardware, performing shared file access maintenance, managing accounts, creating tokens, resetting CAC/Token pins, and maintaining local registration authority capabilities. Additionally, the role involves providing information and tracking on IT Projects, ASIs, incidents, and changes that impact customers, ensuring timely routing and escalation of tickets to appropriate support groups or vendor 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED