Help Desk Specialist

The Helpdesk Specialist addresses problems, installs, configures, troubleshoots, and provides maintenance and training in response to customer requirements.

• Knowledge of Microsoft Windows 7 and Windows 10 operating systems as provided bythe DoD Secure Baseline Host-Army (SBH-A) desktop installation image.
• Knowledge of basic physical computer components and architectures, including thefunctions of various components and peripherals (e.g., CPUs, Network Interface Cards,data storage)
• Knowledge of database procedures used for documenting and querying reportedincidents
• Knowledge and execution disaster recovery continuity of operations plans 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 of knowledge base capabilities in identifying the solutions to less commonand more complex system problems
• Knowledge of measures or indicators of system performance and availability
• Knowledge of systems administration concepts
• Experience with the operations and processes for diagnosing common or recurringsystem problems
• Knowledge of the type and frequency of routine maintenance needed to keep equipmentfunctioning properly
• Knowledge of workflow automation as it relates to SharePoint Content Management
• Skill capturing corrective actions in the form of “lessons learned” and submitting documentation required to support Configuration Management (CM).
• Skill simulating or recreating end-user problems with voice, file & print services, desktopand room-based video-teleconferencing, and/or baseline or non-baseline applications tohelp determine problem root causes.
• Skill in conducting open source research for troubleshooting novel client-level problems
• Skill in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation
• Skill in testing and configuring network workstations and peripherals
• Skill in using the appropriate tools for repairing software, hardware, and peripheralequipment of a system
• Skill in SharePoint services; assisting users with setting up sites and content management
• Skill in creating business workflows in support of SharePoint Administration

• Active Secret Clearance
• Bachelor's Degree or equivalent and 3-5 years of general IT / IS experience. or Six (6) years of general experience is considered equivalent to a Bachelor'sDegree.
• Three (3) years of general experience is acceptable with a Master's Degree.
• One (1) year of general experience is required with a PHD.
• Must possess and maintain a current DoD approved Information Assurance (IA) baselinesecurity 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 8570.01M, DoDD 8140.01, and Army Regulation 25-2. (Security +)

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term & Long-Term Disability
• 401k Retirement Savings Plan with Company Match
• Paid Holidays
• Paid Time Off (PTO)
• Tuition and Professional Development Assistance
• Parking/Travel Reimbursement (metropolitan areas)