Intermediate Service Desk

Location: Northern

*
* Position Overview:

Intermediate Service Desk Tier II
** Provide technical and Service Desk support for the US Air Force Office of Special Investigations (AFOSI) in Quantico, VA. Serve as a primary point of contact for end users and provide ongoing support, monitoring, and lifecycle management of incident tickets across AFOSI computer networks and systems at differing classification levels, including controlled unclassified information, Secret, Top Secret, and Counterintelligence. This is a full-time position.

* ** Responsibilities:
*** Provide Service Desk customer support for all AFOSI computer networks and systems, with an emphasis on customer service and call and ticket resolution at differing classification levels.
* Deliver comprehensive, end-to-end customer IT support, including transitioning, operating, maintaining, tracking, restoring, protecting, and backups.
* Resolve customers’ administrative and technical communications problems and install, configure, and operate client and server devices.
* Document all troubleshooting and customer interactions in the Information Technology Service Management system.
* Recognize application and technical problem trends and provide mitigation plans to avoid future occurrences.
* Notify customers when ticket status or priority changes and provide timely updates needed to maintain good customer service.
* Support password resets, workstation imaging, cabling from user workstations to Local Area Network or Unified Communications Center junction boxes, and coordination with the Navy on trouble-ticket issues, including Voice over Internet Protocol phones.
* Monitor tickets for trends and patterns indicating a significant outage or event and ensure affected customers are notified early and updated regularly.
* Install equipment, connect peripherals, install or delete client-level software, and ensure documentation complies with Air Force and Department of Defense policies, guidance, and directives.
* Implement client workstation software patches, security fixes, and service releases according to local instructions.
* Administer user-account creation and deletion, device configuration, device-policy creation and management, device troubleshooting, and issuance of new or replacement hardware.
* Support customer requests and provide administrative and technical assistance for workstations, mobile devices, Virtual Private Network connections, laptops, and tier one troubleshooting of Video Teleconference and Global Video System issues before escalation.  
*
* Qualifications:

*** Years of

Experience:

5 years of technical support experience, including at least 3 years of Service Desk experience
* Education Level: Not specified in the source requirements
* Clearance Requirements:
Must be a U.S. citizen and must have a TS/SCI clearance or be SCI eligible.
* Certification Requirements:
Must be certified at IAT Level II, such as Security+ or another certification satisfying DoD 8140 certification requirements.
* Any other work-related qualifications needed for the role:
Strong desktop application administration experience, including Microsoft Office, web browsers, and antivirus applications.

Experience with Active Directory; ITSM ticket resolution platforms such as Service Now; workstation imaging; mobile-device management, device issuance, account administration, and mobile-device troubleshooting; iPhone devices and Purebred software; and Intune devices and Intune software on mobile devices. Must provide courteous, timely, and professional treatment of customers through troubleshooting, escalation, collaboration, and resolution. Must have outstanding customer-service and communication skills and the ability to interact professionally at all levels of an organization.
Salar…