Helpdesk Specialist

JOB TITLE: Helpdesk Specialist
Joint Base Andrews, MD
 
Clearance:                    Secret
Schedule:                     8 hour shifts between 0600-1800
 
Telesis Corporation is sourcing for a Helpdesk Specialist in support of the ANGRC IT Services Contract (AITSC). This contract will provide IT engineering, operations, maintenance, customer service, and training services to support the ANGRC and alternate locations which are classified and within one day travel of ANGRC. The contractor is responsible for ensuring the ongoing availability and effectiveness of ANGRC IT services to the end users across the campus. This requirement also encompasses support of services in the event of a Continuity of Operations (COOP) activation or exercise.
 
Overview: Provides support to end users for computer, application, system, device, access and hardware issues. Identifies and resolves technical problems. Responds to telephone, email and online requests for technical support. Documents, tracks, and monitors the problem.
Job Responsibilities:

  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Respond to queries either in person or over the phone.
  • Provide First Call Resolution
  • Ability to Multitask in a fast paced environment
  • Familiar with a DOD environment
  • Working knowledge of ticketing system i.e. Remedy
  • Working knowledge of Active Directory
  • Knowledge of share drives and security group structure
  • Strong knowledge of MS Office Suite
  • Write/Modify training manuals.
  • Train computer users.
  • Maintain daily performance of computer systems.
  • Respond to email messages for customers seeking help in a timely manner.
  • Ask questions to determine nature of problem.
  • Walk customer through problem-solving process.
  • Install, modify, and repair computer hardware and software.
  • Clean up computers.
  • Run diagnostic programs to resolve problems.
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Install computer peripherals for users.
  • Follow up with customers to ensure issue has been resolved.
  • Gain feedback from customers about computer usage.
  • Run reports to determine malfunctions that continue to occur

 
 
Required:
Security Clearance: Secret

  • IAT Level II Certification required ( Security + CE, CCNA Security, CySA+, GICSP, GSEC, SSCP)
  • 1-4 years of experience

Additional Skills and Qualifications:

  • Associate Degree in Computer Science or other relevant technical discipline preferred
  • Ability to create network accounts a plus
Apply
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