Help Desk Support Specialist

Duties and Responsibilities

• Provide customer service and technical support by addressing problems, installing, configuring, troubleshooting, and providing maintenance and training in response to customer requirements or inquiries. (DoDD 8140.01)
• Provide daily local help desk support for configuration and maintenance of forensic laboratory desktop computers VTC and audio‑visual support.

• Possess experience with Microsoft Windows 10 operating systems as provided by the DoD Secure Baseline Host‑Army (SBH-A) desktop installation image.
• Possess experience Basic physical computer components and architectures, including the functions of various components and peripherals (e.g., CPUs, Network Interface Cards, data storage)
• Knowledge of database procedures used for documenting and querying reported incidents
• Knowledge of disaster recovery continuity of operations plans
• Knowledge of electronic devices (e.g., computer systems/components, access control devices, digital cameras, electronic organizers, hard drives, memory cards, modems, network components, printers, removable storage devices, scanners, telephones, copiers).
• Knowledge base capabilities in identifying the solutions to less common and more complex system problems
• Experience in measures or indicators of system performance and availability
• Knowledge of systems administration concepts
• Knowledge of operations and processes for diagnosing common or recurring system problems
• Knowledge of type and frequency of routine maintenance needed to keep equipment functioning properly
• Possess experience in simulating or recreating end‑user problems with voice, file & print services, desktop & room‑based video‑teleconferencing, and/or baseline or non‑baseline applications to help determine problem root causes.
• Possess experience in conducting open‑source research for troubleshooting novel client‑level problems
• Possess experience in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation
• Possess experience in testing and configuring network workstations and peripherals
• Knowledge of basic operation of computers
• Possess experience in utilizing the appropriate tools for repairing software, hardware, and peripheral equipment of a system
• Ability in supporting room and desktop video conferencing and desktop presentations in a classroom environment

• Active Secret Clearance
• Bachelor's Degree or equivalent or 3-5 years of general IT / IS experience.
• Must possess and maintain a current DoD approved Information Assurance (IA) baseline security certification as well as current commercial Computing Environment (CE) certifications for the operating system(s) and/or security related tools/devices they support IAW DoDD 8140.01 and Army Regulation 25-2. (Security +). For this position, CompTIA Security+ (or DoD‑approved equivalent) is a required foundational certification and must be maintained as a condition of employment.