Desktop Support Services Specialist

4 weeks ago

Fort Belvoir VA USA, United States Chenega Corporation Full time
Job Summary

The Helpdesk Support Services Specialist – Senior will provide end-user desktop support services for approved desktop applications and Host Based Security System Services.

Key Responsibilities
  • Receive customer trouble tickets and service requests for desktop support.
  • Respond to service requests, enter them into the ticketing system, and acknowledge the request to the customer.
  • Manage ticketing system, by ensuring that tickets have been assigned, and staff coverage is available.
  • Diagnose and correct problems with hardware such as personal computers (PCs), printers, scanners, plotters, card readers, tablets, and other peripherals.
  • Troubleshoot and resolve service requests. If the request cannot be resolved, escalate the ticket to the appropriate Task Lead.
  • Coordinate with other Desktop Support teams for support with any baseline applications and services, as well as all system imaging.
  • Coordinate problem resolution with other groups and outside organizations, including other support contractors and hardware and software vendors.
  • Build new systems or the bulk imaging of approved operating systems, baseline software applications, and required security patches.
  • Install encryption systems used to protect the data of portable systems such as laptops.
  • Identify and install required drivers.
  • Manage Active Directory and Networks, including adding systems or users, resetting passwords, diagnosing login problems, and identifying the source of a problem as a group policy or network.
  • Resolve service requests and user incidents for VoIP through remote administration actions (troubleshooting, repairing) that do not require touch labor.
  • Install, diagnose, and correct problems with desktop software, including but not limited to Microsoft Office Professional, Microsoft Outlook, Internet Explorer, Adobe Acrobat Professional, Tumbleweed Desktop Validator, and Active Client.
  • Ensure systems are configured in accordance with DoD-published Security and Technical Information Guides (STIGs).
  • Work with System Administrators and Database Administrators to install, configure, troubleshoot, and support applications configured with a server-side License Manager or Relational Database Management System (RDBMS).
  • Ensure no system changes are implemented without an approved change request from the Configuration Control Board (CCB).
  • Respond and support HBSS, ACAS, SIPRNET, and VTC services as required.
  • Coordinate with Information Assurance functional leads in support of HBSS services.
  • Contribute to SharePoint library.
  • Follow all policies, procedures, and regulations.
  • Support the creation of SharePoint accounts.
  • Provide oversight/training of junior staff as required.
  • Maintain currency on technology and service capabilities.
  • Other duties as assigned.
Requirements
  • Bachelor's degree in a related field and 5+ years of relevant experience.
  • Combination of experience and training may be used in lieu of a degree.
  • Possess Baseline and Full Computing Environment Certifications for IAT-I IAW DoD M and BBP 05-PR-M-0002.
  • Microsoft 365 Certified: Modern Desktop Administrator Associate Certification required.
  • Secret clearance Tier 5 investigation required.

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