Helpdesk Specialist

Job Title

Helpdesk Specialist I

Doha, Qatar

This position is pending contract award.

• Provide Tier 1 technical support (performing initial trouble ticket/call prioritization, diagnosis, analysis and troubleshooting and resolution of basic client hardware and software issues).
• Provide Tier 1 hands‑on support to users on the AOC/CAOC floor.
• Provide solutions over the phone or remotely when feasible, and coordinate with and elevate tickets to back shops/other functional areas for support and resolution when required.
• Follow‑up with end‑users on status, and verify problem resolution prior to trouble ticket closure.
• Create and manage organizational and user accounts and assign, modify, and delete passwords and user privileges IAW AFCENT guidance.
• Manage SIPR PKI program.
• Coordinate on Firewall Exemption Requests (FERs)/Bluecoat Exemption Requests (BERs).
• Maintain the CFP status display systems to remotely monitor and track status of all systems, networks and connections, including internal and external links and circuits.
• Serve as focal point for ASIs and time change order/item (e.g., NOTAMs, TCTOs, TCNO, MTO, CCO and CTO) management, processing, tracking and status reporting across all network enclaves.
• Maintain status tracking applications/tools; create, update, and coordinate status reports and presentation slides (i.e., COMSTATs, SITREP, etc.); and brief AFCENT leadership to provide situational awareness on outages/failures.
• Add, move and change client hardware and software to meet end‑user data, voice, mobile, and video needs.
• Provide system support to clients operating on the network/domain.
• Configure client‑level software, modify software configuration, and perform basic configuration management functions.
• Ensure notification of unit Equipment Custodian of any hardware relocation and equipment problems; install equipment IAW AFCENT and SPIN‑C directives.
• Assist with installing, testing, and accepting new systems according to the terms of the purchase contract and instructions.
• Periodically review the organization’s needs for computer resources and validate computer equipment requirements.
• Promote user awareness concerning unauthorized or illegal use of computer hardware and software.
• Implement client workstation software patches, security fixes, and service releases according to local instructions.
• Other duties as required.

• Active, in‑scope US Government issued Top Secret clearance with SCI eligibility.
• Due to the nature of the work and contract requirements, US Citizenship is required.
• Regulation Requirement:
  Due to Qatar's immigration and labor regulations, Qatar work visas cannot be issued to individuals aged 60 or over, and are not subject to a waiver. Additionally, foreign nationals aged 60 or older are unable to renew their Qatari visa or change sponsors. Therefore, per Qatar work visa regulations, candidates must be 59 years of age or younger to be eligible for a Qatari work visa as required for this position.
• DoDM 8140 Information Assurance Technical (IAT) Level 2 or higher.

• Responding to help desk tickets and resolving technical issues for hardware, software, and network systems.
• Providing support for operating systems (Windows, macOS, Linux) and common software applications.
• Diagnosing and resolving connectivity problems, including LAN/WAN and VPN issues.
• Assisting end‑users with system logins, password resets and account management.

• Associates degree in Computer Science or related field; or 2+ years’ IT Help Desk Support experience, and 2+ years’ of experience in Computer/IT hardware support (experience may be concurrent).

Trace Systems is an equal opportunity employer. Qualified candidates will be considered without regard to legally protected characteristics.