Helpdesk Support Specialist

Ascension Federal Services Inc. is hiring a Helpdesk Support Specialist (GEOINT) to support a mission-critical, 24/7 helpdesk environment at Fort Gordon, GA (onsite). In this role, you will help keep GEOINT users productive by providing central helpdesk support, completing hands-on and remote troubleshooting, and coordinating incident resolution across the enterprise.

What you will do

• Provide hands-on and remote troubleshooting for hardware, operating systems, applications, and connectivity issues.
• Troubleshoot GEOINT tools, including SOCET GXP, and coordinate resolution of complex problems with engineers.
• Log requests and outcomes in JIRA, and coordinate repair actions with vendors.
• Install and configure equipment and software, including cabling and connections, while maintaining secure configurations and equipment accountability.
• Support on-call coverage for the enterprise’s 24/7 helpdesk mission, including meeting a two-hour response requirement.

What you bring

• 5+ years of experience in user and field support, plus a Bachelor’s degree or equivalent experience.
• Extensive hands-on support experience and the ability to work independently on advanced user problems.
• Required certifications: ITIL Foundation and CompTIA Security+.
• Experience supporting advanced troubleshooting across the user environment.

Security and assignment requirements

• Final Top Secret clearance required at start of work.
• This is a TS/SCI mission. SCI access is subject to customer requirements.
• Meet applicable cyber workforce certification and computing-environment training requirements before performance or privileged access.
• On-site assignment at Fort Gordon, GA; shift coverage may be required, and shift, weekend, on-call, and travel support may be required.
• Employment is contingent on contract award and position authorization.

Tools and technologies

SOCET GXP, JIRA