Helpdesk Specialist II

Job Overview

Job Title: Helpdesk Specialist II

Location: Shaw AFB, SC

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 escalate 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;
• Perform e‑mail management and assist users with creating PSTs and moving official emails to electronic file plans;
  Assist with the tracking and management of OEM/COTS licenses, warranties, service level agreements renewals for client equipment and software; and
• Support O&M of deployable communications suites (e.g., Executive Communication Kits (ECK), including equipment set‑up, tear‑down, troubleshooting);
• Other duties as required.

• Active, in‑scope US Government issued Secret clearance.
• Due to the nature of the work and contract requirements, US Citizenship is required.
• 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.

• Associate’s 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 Inc. was founded to support and defend our nation's security interests at home and abroad—whenever and…