Help Desk Specialist - Entry Level

• Provides telephonic, e-mail, automated system, and in-person Help Desk support as defined by Tier 1 and Tier 2 support levels. Customer-centric support includes a variety of different DoD agency users including a VIP Tier.
• Responds to service requests across a broad geographic area of responsibility (AOR) ensuring service requests are fulfilled within contract-mandated timelines including any necessary travel to customer locations throughout AOR.
• Support requests shall be received telephonically and/or electronically from a Service Desk or directly from supported customers, with coordination tracked using the ServiceNow ticketing system documenting, documenting current request status, actions taken, and observations.
• Typical Help Desk tasks, processes and services include troubleshooting, and repair/replacement of hardware on voice, video and data network devices, systems, and infrastructure on unclassified (NIPRNet) and classified (SIPRNet) networks including (but not limited to):

 Managing Active Directory User Accounts and group, e-mail services, LAN/WAN, directories, GAL services, standard desktop images and applications, COTS and GOTS applications and configurations and software/software security updates/patches.

 Installing and troubleshooting Government-approved operating systems and COTS software for desktops, laptops, and other mobile devices.

 Physically deploying, relocating and/or replacing IT equipment such as desktops, monitors, printers, etc. This may require an individual to lift equipment up to 40 pounds.

 Demonstrating how to login to the network, save and retrieve files, and how to effectively use all of the IT resources available, as required by the Government.

• Installing, troubleshooting, and repairing Government-approved IT equipment including:

 desktop computers and analog/digital telephones including mobile devices.
 data center and storage systems.
 video-teleconferencing equipment, IP TV and Video-on-Demand systems.
 basic cabling and cable terminations.
 wireless systems and internet access points.
 network infrastructure devices including switches, routers, and servers.
 VPN, VDI, and VoIP systems.
 Facsimile devices, printers, scanners, and other peripheral devices.

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  Desktop and Laptop computers, printers/copiers, analog and VoIP telephones.
• ServiceNow or comparable trouble-ticketing system.
• Microsoft Office Suite, Teams, and SharePoint.

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  Must be able to travel routinely throughout assigned region (Europe) via road and air.
• Must be physically capable of lifting 40 pounds.
• May be required to work an uncommon schedule including nights, weekends and holidays.
• Must be able to work extended hours and evenings, as mission requires.
• Must have professional appearance.

• CompTIA A+ Certification is required.
• Candidate shall possess, or be able to complete, and maintain DoD 8570.01-M compliance for IAT Level II.
• Secret Clearance / US Citizen.

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  Required: 2 years of experience relevant to the position responsibilities and Major Job Activities.
• Preferred: 2 years of experience with ServiceNow, preferably in a US Government customer environment.
• Demonstrated experience of past work that is detail oriented and organized, and an ability to work on many different projects at one time.