SITEC - Help Desk Specialist - Little Creek, VA

Peraton•Virginia Beach, VA

4d•Onsite

About The Position

The Special Operations Forces Information Technology Enterprise Contract (SITEC) 3 Enterprise Operations and Maintenance (EOM) Task Order (TO) aims to provide USSOCOM, its Component Commands, its Theater Special Operations Commands (TSOCs), and its deployed forces with Operations and Maintenance (O&M) services. This includes maintaining Network Operations (NetOps), systems and network infrastructure, providing end-user and common device support, configuration, change, license, and asset management, conducting training, and performing Install, Move, Add, Change (IMACs) services. The Help Desk specifically supports users by resolving problems using help desk center tools, which may include support for electronic mail, account creation and maintenance, standard desktop applications, and government-developed applications. The Help Desk technician will provide EOC Site/Local help desk services and act as the Point of Contact (POC) for creating, responding to, and resolving end-user incidents. This role involves coordinating incident reports and service request resolutions with appropriate personnel at various site locations, while tracking resolutions from initiation to conclusion on behalf of the end user.

Requirements

BS + 2 years of experience OR HS with 6 years of experience OR AA with 4 yrs of experience
DoD TS/SCI clearance
DoD 8570.01-M IAT II certification
Background in information systems development, network operations, application performance in a client/server environment, or related fields
Demonstrated ability to communicate well both orally and in writing
Positive customer service attitude

Nice To Haves

Management of help desks in a multi-user environment
Comprehensive understanding of PC operating systems
Working knowledge of network and electronic mail operations
Prior supervision of help desk employees

Responsibilities

Creating tickets within the IT Service Management (ITSM) tool
Troubleshooting and repairing end user devices
Installing and troubleshooting software
Re-imaging hardware
Performing shared file access maintenance
Maintaining accounts
Creating tokens
Resetting CAC/Token pins
Maintaining local registration authority capabilities
Providing 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
Escalating tickets to other IT support groups and/or vendor support