Helpdesk Specialist

Cb•Fort Gordon, GA

3d•Onsite

About The Position

iQuasar is seeking a Helpdesk Specialist for a proposal position at Fort Gordon, Georgia. The Helpdesk Team serves GEOINT analysts across the Scalable GEOINT / IGEA enterprise, supporting users worldwide by phone, chat, and email. The team responds within two hours, provides 24/7/365 on-call support, and coordinates with Field Service Representatives at CONUS and OCONUS sites. At the Senior level, team members work independently and provide hands-on, top-level user support. The position requires an active Final Top Secret clearance and SCI eligibility. The role provides user and field support, including troubleshooting hardware, software, operating system, email, and printing issues; setting up equipment; installing cabling, operating systems, and software; and performing minor hardware repairs. It also includes documenting and tracking requests, monitoring system performance, maintaining equipment records, coordinating repairs and remote support, and assisting users of GEOINT tools. The position offers compensation of $70,000–$80,000 per year. iQuasar describes a comprehensive benefits program that includes medical, dental, and vision insurance; paid leave; disability and life insurance; an Employee Stock Ownership Program; a 401(k) plan; education assistance; and professional development programs.

Requirements

At least 5 years of user and field support experience.
Bachelor’s degree or equivalent experience.
Ability to work independently and provide hands-on support.
ITIL Foundation certification.
CompTIA Security+ certification, which also meets the DoD 8140/8570 baseline requirement.
Active Final Top Secret clearance and SCI eligibility.
Willingness to work shifts, weekends, and on-call.

Nice To Haves

Experience with JIRA and ServiceNow ticketing.
Experience supporting GEOINT applications such as SOCET GXP, ArcGIS, and ENVI.
Windows and RHEL desktop support experience in a classified SIPR/JWICS environment.
Experience with Government property accountability.

Responsibilities

Provide IGEA users with help desk support by phone, chat, and email within two hours of a request, and participate in the 24/7/365 on-call rotation.
Document user needs and track requests in JIRA and ServiceNow; identify support trends and recommend system changes.
Answer user questions and resolve hardware, software, operating system, email, and printing issues in person, by phone, or remotely.
Set up user equipment; install cabling, operating systems, and software; and perform minor hardware repairs.
Install fiber and copper cabling and configure network connections locally and in remote data centers, including through patch panels.
Coordinate equipment repairs with the customer and hardware vendors.
Track IT equipment by location and serial number and dispose of end-of-life equipment through the Army supply system.
Read technical manuals, run diagnostics, and monitor daily system performance.
Serve as the connection between remote Field Service Representatives and the central help desk, and support GEOINT tools such as SOCET GXP and ArcGIS.
Coordinate with organizations that use IGEA to ensure their requirements are reflected in system priorities.