Service Desk Specialist - 2nd and 3rd shift - TS/SCI clearance required

Under the I2TS 3 task order INSCOM ensures reliable, uninterrupted availability of Command, Control, Communications, Computers, and Information Management (C4IM) including: networks, hardware, software, engineering, and specialized tools at the point of customer need to support INSCOM's mission. INSCOM and its MSCs provide the enabling layer to connect the Army and its tactical formations to defense and national intelligence agencies via tactical networks. The ability to provide mission critical intelligence is dependent on the successful use of its information technology (IT) networks worldwide.

The Service Desk Specialist will be responsible for providing first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests. They will also perform systems administration of desktop systems connected to local and wide area networks. Provide desktop system management/maintenance responsibilities involving account monitoring, account creation, security, Operating System (OS) installation, and other local area system administration related functions.

Additional Duties and Responsibilities:

An I2TS 3 Service Desk Specialist (Help Desk Technician):

• Monitor systems/networks in real time NOSC environment and initiate fix actions or problem escalation to Tier II/Tier III admins.

• Provide support for implementation, troubleshooting and maintenance of IT systems.

• Manage IT system infrastructure and any processes related to these systems

• Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network/print devices, and mobile devices.

• Provides polite and friendly customer service

• Attempts to resolve as many incidents during the first contact, or at Tier I/II. Efficiently escalates incidents to 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 I 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

Skills / Experience:

• 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 Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.

• Knowledge of the principles, methods, and techniques used in network and systems administration and support

• Knowledge of related hardware and software

• NOSC support experience, including problem resolution and incident tracking

Education:

• 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

Required 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 (Microsoft MTA or equivalent)

• Required Security Environment Certification: CompTIA Security+ CE or equivalent

• Please note that certifications requirements are subject to change based on contractual requirements

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

• Service Center/Help Desk employees will need flexibility with hours and scheduling including nights/weekends/holidays. This a 24/7/365 Service Center.

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