Job Description

Reference # : 18-01436Title : Lead Help Desk Technician
Location : Ft Meade, MD
Position Type : Direct Placement
Experience Level : Start Date : 08/15/2018
Description
Must be a US Citizen who currently possesses Top Secret/SCI.

Education Required:
High School Diploma/GED with 8 years of related experience, or Associate's Degree with 6 years of experience, or Bachelor's Degree with 4 years of experience

Certs Required
Security +CE & Microsoft Windows 10, or Server 2012, or Server 2016 (first test prior to start full cert in 180 days of start)

Travel
Travel may be required in support of customer's mission requirements

Principal Duties and Responsibilities:

An I2TS 3 Service Desk Specialist:

  • Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
  • Provides polite and friendly customer service
  • Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required
  • Documents incident status and solutions in incident database tools.
  • Possesses current working knowledge of computers, printers, laptops, and common windows applications
  • Works through various types Tier II issues with telephone assist
  • Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
  • Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support
  • Possesses comprehensive knowledge of desktop operating systems and applications

Desirable Skills / Experience:

  • Perform STIGs & IAVA implementation for system devices, perform imaging of systems, CERP replacement, etc.
  • Interact with customers on a daily basis to provide guidance on procedures concerning account requests, e-mail, home directories, file access/storage, and other local procedures as required to ensure mission success.
  • Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.

Certification(s):

    • DoD 8570.01-M IAT Level II Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract
    • Required Baseline/Security Environment Certification: CompTIA Security+ CE or equivalent
    • Microsoft Server 2012 or 2016 - Test one to start on the contract and must obtain the entire certification within 180 days of your start date.
    • Potentially of any other DoD Certification as determined by the Program Manager is required prior to support on contract

Security Clearance:

  • TS/SCI required

Additional:

  • Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract
  • Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activity
  • Travel may be required in support of customer's mission requirements.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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