Helpdesk Specialist II

Company:
Trace Systems

Job :  | Type:
Regular Full-Time | # of Openings: 1 | Category:
Information Technology

Location:

Shaw AFB, SC

Helpdesk Specialist II - This position is pending contract award.

• Provide Tier 1 technical support (initial ticket prioritization, diagnosis, analysis, troubleshooting, and resolution of basic client hardware and software issues).
• Provide Tier 1 hands‑on support to users on the AOC/CAOC floor.
• Offer solutions over the phone or remotely when feasible, and coordinate with or elevate tickets to back shops or other functional areas for escalation 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 in accordance with AFCENT guidance.
• Manage SIPR PKI program.
• Coordinate on Firewall Exemption Requests (FERs) / Bluecoat Exemption Requests (BERs).
• Maintain 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 (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 in accordance with AFCENT and SPIN‑C directives.
• Assist with installing, testing and accepting new systems according to purchase contract terms and instructions; periodically review 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 per local instructions.
• Perform e‑mail management and assist users with creating PSTs and moving official emails to electronic file plans.
• Assist with tracking and management of OEM/COTS licenses, warranties, service level agreements renewals for client equipment and software.
• Support O&M of deployable communications suites (e.g., Executive Communication Kits).
• Other duties as required.

• Active, in‑scope US Government‑issued Top Secret clearance with SCI eligibility.
• 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’ experience in computer/IT hardware support (experience may be concurrent).

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