Help Desk Support Service Specialist - Intermediate - TS/SCI Required

The intermediate Help Desk Support Service Specialist provides second-tier technical support for enterprise systems supporting Army Intelligence missions. The role is based onsite at Fort Meade, Maryland and requires a TS/SCI clearance.

Role Summary

Under general supervision, you will support end-users and resolve issues that first-tier help desk teams cannot close. You may coordinate with network services, software systems engineering, and/or application development teams to restore service and address underlying problems. The position also includes daily customer interaction to support account and access procedures critical to mission success.

Key Responsibilities

• Provide second-tier support to end-users for PC, server, mainframe applications, and hardware.
• Investigate and resolve problems beyond first-tier capabilities, including interaction with network services, software systems engineering, and/or applications development.
• Simulate or recreate user-reported issues to resolve operating difficulties and recommend system modifications to reduce repeat user problems.
• Maintain technical proficiency in your field of expertise, escalating more complex issues to senior-level staff as needed.
• Deliver first contact and incident resolution for customer issues involving hardware, software, and applications.
• Interact with customers daily to guide procedures for account requests, e-mail, and file access/storage, along with other local procedures.
• Perform STIGs and IAVA implementation for system devices, including system imaging and CERP replacement activities.
• Execute Level I/II Active Directory functions such as unlocking accounts and creating and issuing accounts.
• Image computers and configure BIOS settings using SCCM and/or PXE Boot.

Required Qualifications

• Associates Degree or 2 years of related specialized experience in lieu of degree.
• 5+ years of related experience, including at least 2 years of specialized experience.
• Knowledge of principles, methods, and techniques used in network and systems administration and support.
• Knowledge of related hardware and software.
• 1 year of DoD experience and NOSC support experience, including problem resolution and incident tracking.
• TS/SCI security clearance.
• DoD 8570.01-M IAT Level II / 8140 Computing Environment (CE) certification as determined by the Program Manager, required prior to support on contract.
• IAT II 8570/8140 Baseline Certification Security+ or equivalent.
• Computing Environment: MSCA 2016, Microsoft Azure Administrator, or equivalent; must obtain full AZ-104 (Microsoft Azure Administrator) within 180 days from start date.
• On customer site daily support.
• Willingness and ability to attain a CI Polygraph for certain positions as determined by the contract.
• Ability to perform moderately strenuous activity, including lifting IT hardware and reaching/bending/kneeling (for example, plugging in cables).
• Travel may be required to support the mission.
• U.S. Citizenship Required.

Technologies

• Active Directory (AD)
• STIGs
• IAVA
• SCCM
• PXE Boot
• Security+
• MSCA 2016
• Microsoft Azure Administrator
• AZ104
• Microsoft Azure

Onsite Location

Fort Meade, Maryland (Onsite Workplace)

Work Requirements

• Experience: 7+ years of related experience (may vary based on technical training, certification(s), or degree)
• Travel Required: 10-25%
• Citizenship: U.S. Citizenship Required

Compensation and Benefits

• Hourly Pay: $32.70 - $44.24 (likely hourly rate)
• Comprehensive benefits and wellness packages
• 401K with company match
• Competitive pay
• Paid time off

Identity Verification Process

• Complete an identity verification process using advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud.
• You are expected to be on camera during virtual interviews.
• The employer reserves the right to take your picture to verify identity and prevent fraud.
• You authorize the collection, processing, and use of biometric data for identity verification and security purposes.