Help Desk provides support to users in resolving problems using help desk center tools. The responsibilities of the Help Desk may also include support in the areas of electronic mail, account creation and maintenance, standard desktop applications, and applications developed by the Government. The Help Desk technician will provide EOC Site/Local help desk services and act as the POC for creating, responding to, and resolving end user incidents. This Technician will coordinate Incident Reports and Service Request resolutions with the proper personnel at the various site locations, while tracking resolutions from initiation to conclusion on behalf of the end user.
Duties and Responsibilities:- Create tickets within the IT Service Management (ITSM) tool
- Troubleshoot and repair end user devices
- Install and troubleshoot software
- Re-image hardware
- Perform shared file access maintenance
- Maintain accounts
- Create tokens
- Reset CAC/Token pins
- Maintain local registration authority capabilities
- Provide information and tracking on IT Projects, ASIs, incidents, and changes that impact customers Ensuring incidents are routed and/or escalated to the appropriate support group
- Escalate tickets to other IT support groups and/or vendor support
You MUST have:- A DoD TS/SCI clearance is required
- Education and experience requirements:
- High School Diploma + 6 years of relevant experience, or
- Associate's Degree + 4 years of relevant experience, or
- Bachelor's Degree + 2 years of relevant experience, or
- Compliance with DoW 8140 under the work role code 411 - Intermediate or higher
Candidates must meet DoD 8140 requirements by either:
- Possessing a Bachelor's Degree in an IT-related field with 8+ years of relevant experience, or
- Meeting the applicable education/experience requirements above and holding one of the following approved certifications:
- Certified Network Defender (CND)
- GIAC Foundational Cybersecurity Technologies (GFACT)
- Foundational Security Certification (FSEC)
- General experience includes background in information systems development, network operations, application performance in a client/server environment, or related fields
- Specialized experience includes the management of help desks in a multi-user environment, a comprehensive understanding of PC operating systems, a working knowledge of network and electronic mail operations and prior supervision of help desk employees
- Help Desk must have a demonstrated ability to communicate well both orally and in writing and have a positive customer service attitude
Education:- HS with 6 years of experience OR AA with 4 yrs of experience OR BS + 2 years of experience
Compensation: Total annual compensation range: ~$104k - $120kIn addition to base compensation, this position is eligible for significant compensation uplifts, including Cost of Living Allowance (COLA) and housing/BAH-equivalent allowances, in accordance with contract requirements and employee eligibility. 
