Help Desk Senior (Guantanamo Bay)
A3T (Agil3 Technology Solutions), Arlington, VA, United States
Overview
As the Helpdesk Support (Senior) (NCR), you will act as a model of customer service excellence to all organizational staff members. You will participate in a team of highly qualified professionals and interact daily with the customer to ensure productivity and resolve IT issues that end-users may have with existing desktops, laptops, software installation issues, and other critical needs. You will participate in planning and implementing key IT initiatives anticipated during this effort. Although this position resides in Naval Station Guantanamo Bay (NSGB), Cuba, there may be a requirement to travel to the NCR, occasionally.
Job Duties
Provide IT Help Desk support using ITIL/ITSM during business hours
Provide IT support services and call triage, including First Call Resolution, Impact and Priority Based Incident Categorization
Provide timely customer feedback, monitor/update assigned ticket status, and ensure warm hand-off and/or escalation
Maintain a professional appearance and demeanor during duty hours, official travel, and when working with the user community
Provide O&M support for desktop, laptop, and tablet information systems
Image information systems using the government-provided operating system image
Provide onboarding and provisioning of new accounts and deprecation for users departing the organization
Submit tickets for all reported incidents, work orders, and service requests
As required, provide surge support to NSGB for users participating in court hearings, trial activities, and other events
Provide VTC support for scheduling, call setup, testing, and troubleshooting measures
Facilitate mapping and troubleshooting user access to shared network resources
Support computer peripheral device requests, installation, and troubleshooting IAW established policies and procedures
Support software requests, installation, and troubleshooting IAW established policies and procedures
Support mobile device requests, issuance, accountability, troubleshooting, and retrieval of IAW government-approved processes
Provide PKI Trusted Agent (TA) support; including submitting token requests, retrieving, issuing tokens, and collection/return of tokens IAW policies
Provide VOIP and Secure VOIP troubleshooting, including port activation, connectivity, and ticket submission
Troubleshoot all information system hardware line replaceable units (LRU)
Provide maintenance and support for printers, scanners, digital senders, and other multi-function devices
Provide transportation, delivery, and setup of IT assets within the NCR and NSGB as required
Provide desk-side training to end users for standard software and equipment issues
Utilize Government-provided tools to report, document, administer, and resolve customer issues
Education and Experience
Bachelors in Engineering, Computer Science, or related fields
Bachelors with 6-8 years of experience, or a Master with 4-6 years of experience
Required Certifications
DoD8570.01M IAT Level II (one of the following): CCNA Security; CySA+; GICSP; GSEC; SSCP; CND; Security+ CE
HDI or A+ related certifications relevant to personnel roles/responsibilities
Preferred Certifications
DoD8570.01M IAT Level III (one of the following): CASP+; CCNP Security; CISA; CISSP (or Associate); GCED; GCIH; CCSP; VCP; ITIL
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As the Helpdesk Support (Senior) (NCR), you will act as a model of customer service excellence to all organizational staff members. You will participate in a team of highly qualified professionals and interact daily with the customer to ensure productivity and resolve IT issues that end-users may have with existing desktops, laptops, software installation issues, and other critical needs. You will participate in planning and implementing key IT initiatives anticipated during this effort. Although this position resides in Naval Station Guantanamo Bay (NSGB), Cuba, there may be a requirement to travel to the NCR, occasionally.
Job Duties
Provide IT Help Desk support using ITIL/ITSM during business hours
Provide IT support services and call triage, including First Call Resolution, Impact and Priority Based Incident Categorization
Provide timely customer feedback, monitor/update assigned ticket status, and ensure warm hand-off and/or escalation
Maintain a professional appearance and demeanor during duty hours, official travel, and when working with the user community
Provide O&M support for desktop, laptop, and tablet information systems
Image information systems using the government-provided operating system image
Provide onboarding and provisioning of new accounts and deprecation for users departing the organization
Submit tickets for all reported incidents, work orders, and service requests
As required, provide surge support to NSGB for users participating in court hearings, trial activities, and other events
Provide VTC support for scheduling, call setup, testing, and troubleshooting measures
Facilitate mapping and troubleshooting user access to shared network resources
Support computer peripheral device requests, installation, and troubleshooting IAW established policies and procedures
Support software requests, installation, and troubleshooting IAW established policies and procedures
Support mobile device requests, issuance, accountability, troubleshooting, and retrieval of IAW government-approved processes
Provide PKI Trusted Agent (TA) support; including submitting token requests, retrieving, issuing tokens, and collection/return of tokens IAW policies
Provide VOIP and Secure VOIP troubleshooting, including port activation, connectivity, and ticket submission
Troubleshoot all information system hardware line replaceable units (LRU)
Provide maintenance and support for printers, scanners, digital senders, and other multi-function devices
Provide transportation, delivery, and setup of IT assets within the NCR and NSGB as required
Provide desk-side training to end users for standard software and equipment issues
Utilize Government-provided tools to report, document, administer, and resolve customer issues
Education and Experience
Bachelors in Engineering, Computer Science, or related fields
Bachelors with 6-8 years of experience, or a Master with 4-6 years of experience
Required Certifications
DoD8570.01M IAT Level II (one of the following): CCNA Security; CySA+; GICSP; GSEC; SSCP; CND; Security+ CE
HDI or A+ related certifications relevant to personnel roles/responsibilities
Preferred Certifications
DoD8570.01M IAT Level III (one of the following): CASP+; CCNP Security; CISA; CISSP (or Associate); GCED; GCIH; CCSP; VCP; ITIL
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