Senior Help Desk Specialist; Tier III

Job Description

Notice:
This position does not represent a current opening; it is posted to collect resumes for a pending contract. GBSI may consider candidates for future openings.

Please submit your resume with your online application when applying for this position. Applications without an attached resume will be disqualified.

Please indicate, at the top of your resume, which level of experience you feel you are qualified.

• Answer customer inquiries and resolve complaints related to computing or networking.
• Receive customer problems via email or telephone, troubleshoot them, and resolve the issue promptly.
• Research resolutions to uncommon customer issues and fix the problem within a reasonable time satisfactory to the customer.

• Responds to and diagnoses problems through discussions with users.
• Ensures a timely process through which problems are controlled and includes but is not limited to:
  • Problem recognition
  • Research
  • Isolation
  • Resolution
  • Follow-up
• Provides support to end users on a variety of issues.
• Identifies, researches, and solves minor to complex technical problems.
• Promptly responds to telephone calls, email, and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Provides second‑tier support to end users for PC, server, or mainframe applications or hardware.
• Interacts with network services, software systems engineers, and/or applications development to restore service and correct the problem.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.

The Entry Level Help Desk Specialist applies fundamental concepts, processes, practices, and procedures on technical assignments. The entry level specialist performs work that requires some practical experience and training. Work is performed under supervision.

The Journeyman Help Desk Specialist possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring original and innovative thought to determine the best course of action to accomplish tasks. The Journeyman Help Desk Specialist operates with considerable latitude in developing methodologies and presenting solutions to problems.

The Senior Help Desk Specialist possesses and applies wide-ranging knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. The Senior Help Desk Specialist will also function as a technical expert across multiple project assignments. This position may supervise others.

• Associate's Degree in an Information Technology related field with zero (0) to two (2) years of experience, or
• One (1) to three (3) years of experience without a degree.
• Must possess one or more of the following certifications:
• CompTIA A+ CE
• CompTIA Network+ CE
• SSCP – Systems Security Certified Practitioner
• Ability to pass a Government background check

• Associate's Degree in an Information Technology related field with three (3) to five (5) years of experience, or
• Five (5) to seven (7) years of experience without a degree.
• Must possess one or more of the following certifications:
• GSEC - GIAC Security Essentials
• CompTIA Security+ CE
• SSCP – Systems Security Certified Practitioner
• Ability to pass a Government background check.

Bachelor's Degree in an Information Technology related field with seven (7) to ten (10) years of experience, or

• Ten (10) or more years of experience without a degree.
• Must possess one or more of the following IAT Level II certifications:
• GSEC – GIAC Security Essentials
• CompTIA Security+ CE
• SSCP – Systems Security Certified Practitioner
• Must possess one or more of the following IAM Level II certifications:
• GSLC - GIAC Security Leadership Certification
• CAP – Certified Authorization Professional
• CISM – Certified Information Security Manager
• CISSP or Associate – Certified Information Systems Security Professional
• CASP – CompTIA…