F-35 Help Desk Specialist

Do you hold an active US government security clearance? Are you interested in work that gives you the opportunity to use your skills to solve complex problems?  Would you like to join a team that encourages ingenuity and is mission driven?  Would you like to join an organization that makes a difference for our warfighters and our citizens?

The Joint Strike Fighter (JSF) F-35 IT program support contract provides knowledge-based, information assurance and cybersecurity IT services to the F-35 Lightning II Joint Program Office (JPO). Our services include program management, enterprise performance management, enterprise architecture, implementation of emerging capabilities and requirements, life cycle management, operations & maintenance, enterprise data management, service desk support and IT training. 

We are currently seeking a Help Desk Specialist.

Job Duties:

Responds to and diagnoses problems through discussion with users. Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps. Supervises operation of help desk and serves as focal point for customer concerns. Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Provides second-tier support to end users for either PC, server, or mainframe applications or hardware. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. Acts as the overall lead, manager and administrator for the contracted effort.  Serves as the primary interface and point of contact with Government program authorities on technical and program/project issues.  Oversees contractor execution of the contract requirements. Manages acquisition and employment of program/project resources. Provides support to distributed PC/networking environment including installation, testing, repair, and troubleshooting for stand-alone PCs, PCs linked to networks, printers, and other computer peripherals. Support responsibilities include software installation, and configurations. This technician performs technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages. Job duties require the technician to install and test personal computers, printers, and other peripherals, configure operating system, load shrink-wrap programs and other application software programs. In this position, the incumbent troubleshoots computer problems, performs hardware and software diagnostics, coordinates needed repairs, resolves computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software. Knowledge of help desk ticketing systems, managed services software, Windows 10, Active Directory, Network Basics, VPN Basics, and Mobile Device Basics. 
 

Minimum Education Required:

• BS/BA degree in Computer Science, Information Sciences, or related IT discipline.

• ALLOWABLE SUBSTITUTION:  Six (6) years of related experience or four (4) years of related experience with an AA/AS degree.
   

Minimum Experience Required:

• Five (5) years of directly related experience supporting help desk Tier 1, Tier 2 and/or Tier 3 operations, preferably supporting a large-scale government customer.

• Experience providing technical support for microcomputer hardware, networks, account administration, and office automation software via telephone, as appropriate.

• Experience with Remedy/Help Desk Management Systems.

• Progressive experience in the management of a technical support team.

• Experience developing and providing Service Level Agreements and Help Desk deliverables.

• IAT Level II baseline certification in accordance with DoD 8570.01-M, Information Assurance Workforce Improvement Program.

• Beginner/Novice level industry certification from one of the following: Microsoft, HDI, CompTIA or relevant technology.
   

Security Clearance: Secret clearance based upon a SSBI or SSBI-PR completed within the past five years.