Help Desk Specialist

software control int is seeking a Help Desk Tech II to deliver telephone, online, and in-person technical customer support in a DoD environment. The role focuses on resolving software and hardware issues for PC desktops and laptops, supporting day-to-day uptime while meeting client security expectations.

Role overview

In this position, you will manage incoming help requests from a customer base of over 1500 users, triaging work orders received by email and phone. You will also perform hands-on troubleshooting and configuration across Windows systems, addressing issues that include software installs, hardware peripherals, user account support, and connectivity or email client problems.

Responsibilities

• Handle incoming work orders, emails, and phone calls for a customer base of over 1500.
• Install and troubleshoot a range of software packages in a Windows environment.
• Set up and troubleshoot printers, scanners, and other peripherals.
• Support users with account setup, data backups, and general desktop and laptop usage.
• Use troubleshooting techniques across Microsoft operating systems and applications, including antivirus procedures, network connectivity, email clients, and relevant protocols to resolve customer issues.
• Perform computer life-cycle replacements using WIN Image.
• Run Ghost images, transfer data, upgrade systems, and complete computer updates.
• Create, add, or remove user profile accounts, domains, or groups in Active Directory.
• Configure and support laptop VPN connections using Cisco products.
• Deliver written weekly reports to a supervisor.
• Work with helpdesk ticketing systems, Excel spreadsheets, and various databases.
• Maintain systems to meet or exceed client security requirements.

Required qualifications

• Active Top Secret Clearance (non-negotiable).
• Minimum 1 year of IT related experience.
• High School Diploma.
• CompTIA Security+ CE (must be current).
• Microsoft certification in Windows 7 or higher.

Additional experience and expectations

• Minimum 1 year of Help Desk experience in a Windows helpdesk environment.
• Basic troubleshooting and computer configuration skills within a Windows environment.
• Familiarity with Microsoft Office 2013, Adobe products, WIN Image, a variety of COTS/GOTS software, and static TCP/IP configurations.
• Experience with CA UniCenter Service Desk and IAVM is a plus, but not mandatory.
• Professional, friendly attitude, strong work ethic, and ability to work in a fast-paced environment.
• Ability to work independently or as part of a team.
• Strong verbal and written communication skills.

Technology focus

• Windows and MS Operating Systems
• Antivirus
• Network connectivity and static TCP/IP configurations
• Email clients and protocols
• WIN Image and Ghost images
• Active Directory
• Cisco products, Cisco VPN
• Helpdesk ticketing systems
• Excel, CA UniCenter Service Desk, IAVM, Microsoft Office 2013
• Adobe products
• Microsoft Windows 7

Logistics

• Title: Help Desk Tech II
• Employment: Full Time, Exempt
• Contract: ARL Contract
• Onsite location: McLean, VA 22102
• Minimum experience: 1 years
• Revision: 1
• Posting date: August 10, 2017
• Additional location reference: White Sands, NM