Helpdesk Specialist
About The Position
iQuasar is seeking a Helpdesk Specialist for a proposal position in Fort Gordon, Georgia. The Helpdesk Team serves as the central help desk for GEOINT analysts across the Scalable GEOINT / IGEA enterprise, supporting users worldwide by phone, chat, and email. The team responds to requests 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 role provides technical support to IGEA users, including troubleshooting hardware, software, operating system, email, and printing issues; setting up equipment and installing cabling, operating systems, and software; managing and tracking support requests and IT equipment; and coordinating repairs and remote support. The position also supports GEOINT tools such as SOCET GXP and ArcGIS and works with organizations using IGEA so their requirements are reflected in system priorities. The position requires an active Final Top Secret clearance with SCI eligibility, ITIL Foundation certification, and CompTIA Security+ certification. iQuasar describes its working environment as vibrant and offers competitive compensation, training, and a benefits program. iQuasar is an Equal Opportunity Employer and states its commitment to inclusive hiring and support for military spouses and veterans.
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, also meeting 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 in a classified SIPR/JWICS environment.
- Experience with Government property accountability.
Responsibilities
- Provide help desk support to IGEA users by phone, chat, and email within two hours of a request and participate in a 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 a link 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 so their requirements are reflected in system priorities.
Benefits
- Medical, dental, and vision insurance.
- Paid holidays and annual, sick, and personal leave.
- Short-term and long-term disability insurance.
- Life insurance.
- Employee Stock Ownership Program (ESOP).
- Generous 401(k) company plan.
- Education assistance.
- Professional development program reimbursement.
- Competitive compensation.
- Excellent training.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
