Helpdesk Specialist

Overview

Trace Systems

Helpdesk Specialist I
US-SC-Shaw AFB

Job :  
Type: Regular Full-Time # of Openings: 1 Category: Information Technology
Shaw AFB, SC

This position is pending contract award.

• Trace Systems is actively recruiting for a Helpdesk Specialist I to support the AFCENT Combined Air Operations Center (CAOC) contract in Shaw AFB, SC.
• 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 management (e.g., NOTAMs, TCTOs, TCNO, MTO, CCO and CTO) and status reporting across all network enclaves.
• Maintain status tracking applications/tools; create, update, and coordinate status reports and presentation slides (e.g., COMSTATs, SITREP); brief AFCENT leadership on outages/failures for situational awareness.
• 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 in accordance with 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.
• Other duties as required.

• Active, in-scope US Government issued Secret clearance with SCI eligibility.
• Due to the nature of the work and contract requirements,
  US Citizenship is required.
• DoDM 8140 Information Assurance Technical (IAT) Level 2 or higher.
• General
  
  Experience:
  
  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.

• Associates degree in Computer Science or related field; or 2+ years' IT Help Desk Support experience, and 2+ years' experience in Computer/IT hardware support (experience may be concurrent).

Trace Systems:

Trace Systems Inc. was founded to support and defend our nation s security interests at home and abroad whenever and wherever. We provide enterprise IT, engineering, full life-cycle communications, cybersecurity, cloud and virtualization services and solutions to the United States Department of Defense and other federal agencies.

To Apply: We invite you to put your talents to work by joining a growing team of dynamic professionals here at Trace Systems! Be part of a culture at our leading-edge company where you can achieve great things while fostering a satisfying and rewarding career progression. To learn more about our current openings, text 'tracejobs' to 97211 or apply directly through our website at:  #jointracesystems

Trace Systems is an equal opportunity employer. Qualified candidates will be considered without regard to legally protected characteristics.

PI