Helpdesk Specialist

Staffs the central Scalable GEOINT Help Desk at Fort Gordon, which supports IGEA users across the enterprise and operates as an on-call entity for analyst support 24/7, 365 days a year, with support provided within two hours of a request. Coordinates with FSRs at remote CONUS and OCONUS sites.

• Provide timely helpdesk support to IGEA users throughout the enterprise and serve on the 24/7/365 on-call rotation for analyst support.
• Provide customer support by telephone, chat, and email; describe customer needs accurately in JIRA and track request status on the appropriate network.
• Coordinate with organizations that use IGEA / ScalableGEOINT so their system requirements are reflected in priorities; identify support trends and recommend system changes.
• Coordinate IT equipment repairs with the client and hardware vendors;install fiber and copper cablingand configure network connections, directly and through patch panels.
• Answer user questions and resolve hardware and software problems in person, by phone, or electronically; run diagnostics and read technical manuals to resolve issues.
• Oversee daily performance of computer systems; set up equipment and install and perform minor repairs to hardware, software, and peripherals.
• Support accountability of IT equipment by location and serial number.