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Help Desk Support Specialist

3 months ago

McClellan Park, United States Technology, Automation, and Management (TeAM), Inc. Full time

TeAM, a Veteran Owned Small Business (VOSB) and Small Disadvantaged Business (SDB), offering public and private sector organizations high quality, “best of breed” technical and management solutions, is seeking an experienced Help Desk Support Specialist


The selected candidate will support a wide range of desktop hardware and software, common IT services, and DMEA specific applications on all DMEA unclassified and classified secret information systems. Responsible for providing second-tier support to end-users for PC server, mainframe applications, and hardware. Handles problems that the first tier of help desk support is unable to resolve.


An active TS/SCI clearance is a MUST to apply


Qualifications:

  • BS/BA Degree preferred; AA degree acceptable with 10+ years of experience.
  • Minimum of 10 years of experience in a help desk or information technology industry
  • HBSS, ACAS and SCCM experience is a plus.


Certifications: Must have one of the following certifications

  • CompTIA A+
  • Cisco Certified Network Administrator (CCNA) – Security
  • Certified Network Defender (CND)
  • CompTIA Network+
  • Systems Security Certified Practitioner (SSCP)
  • Security+ CE


Highly desired to have the following computing environment certificates but will have 1 year upon hiring to complete both certifications:

  • Microsoft 365 Certified: Modern Desktop Administrator Associate (MD100 & MD101)


Position Responsibilities:

  • Document incidents using the DMEA ticket tracking system and create and publish knowledge base articles when applicable.
  • Meet DMEA established service level metrics for call response, technical support, and customer service.
  • Resolve trouble calls using desk-side support, remote desktop, phone, and/or through email.
  • Respond to requests for network account modifications to include but not limited to account creation, configuration, deletions, and password/PIN resets.
  • Develop and maintain a computer image library, which includes but is not limited to desktop, laptop, tablet, and thin client computers with DMEA system images.
  • Perform computer re-imaging, assist users with data backup and restore, and installation of software applications.
  • Setup computer systems with external monitor(s), switch box, keyboard, mouse, smart card readers, printers, or any other approved external peripheral.
  • Assist with the set-up of IT in training classrooms and conference rooms as required.
  • Perform the manual installation of approved software, software patches, and security updates to client systems when required.
  • Perform troubleshooting of incidents and issues on approved software applications, computer systems, printers, scanners, and other approved connected peripherals.
  • Maintain approved software applications, computer systems, printers, scanners, and other approved connected peripherals.
  • Notify the government when IT consumables, such as printer ink or toner, are low in stock and need to be replenished.
  • Monitor logs and automated systems for DMEA IT system outages and incidents affecting multiple end users and initiate incident response procedures.