Support Jobs in Fort Bragg, NC

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Help Desk Manager

General Dynamics Information Technology Fort Bragg, NC

Fort Bragg, NC

Today

$85k - $115k/yr Full time Manager Senior Active Directory

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Job Description

Lead enterprise help desk operations in support of US Army INSCOM from an onsite Fort Bragg location, delivering timely, high quality IT help desk services with TS/SCI clearance.

Responsibilities

Oversee all activities related to staffing, operation, and performance of the enterprise help desk.
Develop schedules, set task priorities, and ensure continuity of service delivery.
Lead, mentor, and evaluate help desk staff to build a capable, efficient support team.
Analyze help desk inquiries to identify recurring issues and drive process improvements.
Maintain problem management databases and ticketing systems to track performance and user issues.
Evaluate help desk systems and recommend efficiencies or enhancements as needed.
Resolve escalated inquiries and more complex technical issues.
Provide first contact and incident resolution for hardware, software, and application problems via telephone and electronic submissions.
Perform system administration of desktop systems connected to local and wide area networks, including account monitoring, security updates, and OS installations.
Monitor systems and networks in a real time NOSC environment and initiate fixes or escalate to Tier II/Tier III teams when required.
Provide support for the implementation, troubleshooting, and maintenance of IT systems.
Manage IT system infrastructure and related processes to ensure consistent operational reliability.
Support IT systems, including daily operations, monitoring, and issue resolution across client/server/storage/network, print devices, and mobile devices.
Oversee imaging of systems, BIOS configuration (SCCM/PXE Boot), and tasks such as STIGs and IAVA implementation.
Maintain a courteous, customer service oriented approach to users and ensure efficient resolution of Tier I and Tier II issues.
Document incidents and their solutions in an incident database.

Requirements

Education: Associate’s degree
Experience: 7+ years of related experience
Technical skills: Familiarity with hardware/software troubleshooting techniques and principles of network and systems administration
Technical skills: Experience with Active Directory functions such as unlocking and creating accounts
Technical skills: Proficiency in imaging systems, implementing STIGs/IAVAs, and using SCCM/PXE Boot for system configuration
Technical skills: Knowledge of DoW-specific systems and processes, with at least 1 year of DoW experience preferred
Technical skills: Working knowledge of NOSC operations and related support processes
Security clearance: TS/SCI
Citizenship: U.S. citizenship required
Certifications: DoW 8570.01-M IAT Level II/8140 Computing Environment Certification as determined by the Program Manager prior to support on contract
Certifications: IAT II 8570/8140 Baseline Certification Security+ or equivalent
Certifications: Computing Environment: MSCA 2016 or Microsoft Azure Administrator or equivalent; must obtain AZ104 within 180 days from start date
Role requirement: On customer site daily support
Role requirement: Candidates may be required to obtain a CI polygraph for certain positions as determined by the contract
Role requirement: Position may require lifting of IT hardware and other moderately strenuous activity
Travel: Travel may be required to support the mission (less than 10%)

Technologies

Active Directory
SCCM
PXE Boot
Imaging systems
STIGs
IAVA

Benefits

Growth: AI powered career tool that identifies career steps and learning opportunities
Support: An internal mobility team focused on helping you achieve your career goals
Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
Community: Award winning culture of innovation and a military friendly workplace

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