Helpdesk Support Analyst

1 month ago

Frederick, United States Global Enterprise Services, LLC Full time
Helpdesk Analyst

Provide IT support both deskside and remotely based on need.

Provide installation, configuration, troubleshooting, and maintenance of Government Furnished Equipment (GFE) including, but not limited to, computers, mobile devices, Multifunction Devices (MFD), and peripherals.

Provide installation, configuration, troubleshooting, and maintenance of software including, but not limited to, Microsoft Windows Operating Systems, Microsoft Office 365, web browsers, Adobe Acrobat, remote access tools, mission critical applications, and applications listed on the designated approved products list.

Provide physical network touch labor services such as replacing Ethernet cables between a computer and wall port, connecting/replacing patch cables, and identifying physical switch ports. The Contractor will not perform any network administration services that require an administrative account to access and configure network devices.

Provide comprehensive Video Teleconferencing (VTC) systems support including the configuration and maintenance of equipment (in collaboration with a VTC support contract), scheduling VTC/conference bridge reservations, and facilitation of VTC meetings including document sharing, slides, and presentations.

Responsible for ensuring organization-owned equipment/software conform to all IA requirements, as defined by the IAM, to obtain and maintain an ATO.

Provide support for IA requirements such as vulnerability mitigation (patching), executing queries/reports on organization systems/computers (compile software lists, installed software versions, etc.), providing information for Plan of Action and Milestones (POA&M), establishing and maintaining IA service accounts, and configuration of devices to support security scans.

Utilize Enterprise provided management tools to assist with performing tasks outlined within this PWS including, but not limited to, Microsoft Configuration Manager (MECM), Tanium, Splunk, Active Directory, Group Policy, Assured Compliance Assessment Solution (ACAS), Bomgar, and RDP.

Be familiar with PowerShell, Batch scripting, and the Microsoft Power Platform.

Analyze helpdesk requests that are routed to the USAMRAA helpdesk queue and, when appropriate, update GSC knowledge base articles for future GSC Tier I/II technician reference.

Must possess a CompTIA A+, Network+, or Security+ Certification upon hire.

At least 2 years’ experience providing customer support.

At least 2 years’ experience providing functional/technical IT support.

At least 1-year experience managing Microsoft Group Policy

Location: Fort Detrick, Maryland

Clearance: Secret

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