SITEC - Help Desk Specialist; JNY - Fort Benning, GA

Help Desk Specialist

• Education & Experience:
  
  High school diploma with a minimum of 6 years of relevant experience, 4 years experience with Associates, OR 2 years experience with Bachelor’s.
• Security Clearance:
  Active DoD TS/SCI clearance or higher is required.
• Technical
  
  Experience:
  
  At least one (1) year of prior experience as a PC Technician or Help Desk Specialist.
• Certifications:
  
  Must hold a DoD 8570.01-M IAT Level II certification.
• Experience with Windows OS, O365 suite of applications, basic multimedia systems, multi-functional devices, and mobile devices.
• Experience in hardware and software installation, configuration, and troubleshooting, along with strong problem-solving and customer service skills.
• Experience with active directory security group management, exchange distribution lists, and file share permission assignment.

• Provides support to users in resolving problems using help desk center tools including Remedy, MECM, VMWare, ESXi and Net App ONTAP.
• Supports electronic mail, account creation and maintenance, standard desktop applications, and applications developed by the Government.
• Provides EOC site/local help desk services and acts as the POC for creating, responding to, and resolving end user incidents.
• Coordinates 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.
• Creates tickets within the Remedy IT Service Management (ITSM) tool.
• Troubleshoots and repairs end user devices.
• Installs and troubleshoots software.
• Re-images hardware.
• Performs shared file access maintenance.
• Maintains accounts.
• Creates tokens.
• Resets CAC/Token pins.
• Maintains local registration authority capabilities.
• Provides 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.
• Escalates tickets to other IT support groups and/or vendor support staff.