Helpdesk Support Services Specialist - Senior
The Help Desk Support Services Specialist – Senior will provide end-user desktop support services for approved desktop applications and Host Based Security System Services.
Duties and Responsibilities:
- Receive customer trouble tickets and service requests for desktop support.
- Respond to service requests, enter them into the ticketing system, and acknowledge the request to the customer.
- Manage ticketing system, by ensuring that tickets have been assigned, and staff coverage is available.
- Diagnose and correct problems with hardware such as personal computers (PCs), printers, scanners, plotters, card readers, tablets, and other peripherals.
- Troubleshoot and resolve service requests. If the request cannot be resolved, escalate the ticket to the appropriate Task Lead. Coordinate with other Desktop Support teams for support with any baseline applications and services, as well as all system imaging.
- Coordinate problem resolution with other groups and outside organizations, including other support contractors and hardware and software vendors.
- Build new systems or the bulk imaging of approved operating systems, baseline software applications, and required security patches.
- Install encryption systems used to protect the data of portable systems such as laptops.
- Identify and install required drivers.
- Manage Active Directory and Networks, including adding systems or users, resetting passwords, diagnosing login problems, and identifying the source of a problem as a group policy or network.
- Resolve service requests and user incidents for VoIP through remote administration actions (troubleshooting, repairing) that do not require touch labor.
- Install, diagnose, and correct problems with desktop software, including but not limited to Microsoft Office Professional, Microsoft Outlook, Internet Explorer, Adobe Acrobat Professional, Tumbleweed Desktop Validator, and Active Client.
- Ensure systems are configured in accordance with DoD-published Security and Technical Information Guides (STIGs).
- Work with System Administrators and Database Administrators to install, configure, troubleshoot, and support applications configured with a server-side License Manager or Relational Database Management System (RDBMS).
- Ensure no system changes are implemented without an approved change request from the Configuration Control Board (CCB). Respond and support HBSS, ACAS, SIPRNET, and VTC services as required.
- Coordinate with Information Assurance functional leads in support of HBSS services.
- Contribute to SharePoint library.
- Follow all policies, procedures, and regulations.
- Support the creation of SharePoint accounts.
- Provide oversight/training of junior staff as required.
- Maintain currency on technology and service capabilities.
- Other duties as assigned.
Minimum Qualifications:
- Bachelor’s degree in a related field and 5+ years of relevant experience.
- Combination of experience and training may be used in lieu of a degree.
- Possess Baseline and Full Computing Environment Certifications for IAT-I IAW DoD 8570.01-M and BBP 05-PR-M-0002.
- Microsoft 365 Certified: Modern Desktop Administrator Associate Certification required.
- Secret clearance Tier 5 investigation required.
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