Help Desk Support Specialist
A3T (Agil3 Technology Solutions), Forest Park, GA, United States
A3T’s Helpdesk Support Specialist is responsible for addressing problems, installing, configuring, troubleshooting, and providing maintenance and training in response to customer requirements or inquiries.
Duties and Responsibilities
Provide customer service and technical support by addressing problems, installing, configuring, troubleshooting, and providing maintenance and training in response to customer requirements or inquiries. (DoDD 8140.01)
Provide daily local help desk support for configuration and maintenance of forensic laboratory desktop computers, VTC and audio‑visual support
Knowledge / Skills / Abilities
Possess experience with Microsoft Windows 10 operating systems as provided by the DoD Secure Baseline Host‑Army (SBH‑A) desktop installation image
Possess experience with basic physical computer components and architectures, including the functions of various components and peripherals (e.g., CPUs, Network Interface Cards, data storage)
Knowledge of database procedures used for documenting and querying reported incidents
Knowledge of disaster recovery continuity of operations plans
Knowledge of electronic devices (e.g., computer systems/components, access control devices, digital cameras, electronic organizers, hard drives, memory cards, modems, network components, printers, removable storage devices, scanners, telephones, copiers)
Knowledge base capabilities in identifying the solutions to less common and more complex system problems
Experience in measures or indicators of system performance and availability
Knowledge of systems administration concepts
Knowledge of operations and processes for diagnosing common or recurring system problems
Knowledge of type and frequency of routine maintenance needed to keep equipment functioning properly
Possess experience in simulating or recreating end‑user problems with voice, file & print services, desktop & room‑based video‑teleconferencing, and/or baseline or non‑baseline applications to help determine problem root causes
Possess experience in conducting open‑source research for troubleshooting novel client‑level problems
Possess experience in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation
Possess experience in testing and configuring network workstations and peripherals
Knowledge of basic operation of computers
Possess experience in utilizing the appropriate tools for repairing software, hardware, and peripheral equipment of a system
Ability in supporting room and desktop video conferencing and desktop presentations in a classroom environment
Qualifications
Active Secret Clearance
Bachelor’s Degree or equivalent or 3‑5 years of general IT / IS experience
Must possess and maintain a current DoD approved Information Assurance (IA) baseline security certification as well as current commercial Computing Environment (CE) certifications for the operating system(s) and/or security related tools/devices they support IAW DoDD 8140.01 and Army Regulation 25‑2. For this position, CompTIA Security+ (or DoD‑approved equivalent) is a required foundational certification and must be maintained as a condition of employment
Company Overview
Agil3 Technology Solutions LLC is a Northern Virginia based small business certified under ISO 9001, ISO 20000‑1, and ISO 27001.
Benefits
Medical Insurance
Dental Insurance
Vision Insurance
Life Insurance
Short Term & Long-Term Disability
401k Retirement Savings Plan with Company Match
Paid Holidays
Paid Time Off (PTO)
Tuition and Professional Development Assistance
Parking/Travel Reimbursement (metropolitan areas)
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Duties and Responsibilities
Provide customer service and technical support by addressing problems, installing, configuring, troubleshooting, and providing maintenance and training in response to customer requirements or inquiries. (DoDD 8140.01)
Provide daily local help desk support for configuration and maintenance of forensic laboratory desktop computers, VTC and audio‑visual support
Knowledge / Skills / Abilities
Possess experience with Microsoft Windows 10 operating systems as provided by the DoD Secure Baseline Host‑Army (SBH‑A) desktop installation image
Possess experience with basic physical computer components and architectures, including the functions of various components and peripherals (e.g., CPUs, Network Interface Cards, data storage)
Knowledge of database procedures used for documenting and querying reported incidents
Knowledge of disaster recovery continuity of operations plans
Knowledge of electronic devices (e.g., computer systems/components, access control devices, digital cameras, electronic organizers, hard drives, memory cards, modems, network components, printers, removable storage devices, scanners, telephones, copiers)
Knowledge base capabilities in identifying the solutions to less common and more complex system problems
Experience in measures or indicators of system performance and availability
Knowledge of systems administration concepts
Knowledge of operations and processes for diagnosing common or recurring system problems
Knowledge of type and frequency of routine maintenance needed to keep equipment functioning properly
Possess experience in simulating or recreating end‑user problems with voice, file & print services, desktop & room‑based video‑teleconferencing, and/or baseline or non‑baseline applications to help determine problem root causes
Possess experience in conducting open‑source research for troubleshooting novel client‑level problems
Possess experience in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation
Possess experience in testing and configuring network workstations and peripherals
Knowledge of basic operation of computers
Possess experience in utilizing the appropriate tools for repairing software, hardware, and peripheral equipment of a system
Ability in supporting room and desktop video conferencing and desktop presentations in a classroom environment
Qualifications
Active Secret Clearance
Bachelor’s Degree or equivalent or 3‑5 years of general IT / IS experience
Must possess and maintain a current DoD approved Information Assurance (IA) baseline security certification as well as current commercial Computing Environment (CE) certifications for the operating system(s) and/or security related tools/devices they support IAW DoDD 8140.01 and Army Regulation 25‑2. For this position, CompTIA Security+ (or DoD‑approved equivalent) is a required foundational certification and must be maintained as a condition of employment
Company Overview
Agil3 Technology Solutions LLC is a Northern Virginia based small business certified under ISO 9001, ISO 20000‑1, and ISO 27001.
Benefits
Medical Insurance
Dental Insurance
Vision Insurance
Life Insurance
Short Term & Long-Term Disability
401k Retirement Savings Plan with Company Match
Paid Holidays
Paid Time Off (PTO)
Tuition and Professional Development Assistance
Parking/Travel Reimbursement (metropolitan areas)
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