IT Support Specialist providing 1st & 2nd level support to employees. Engaging in ticket handling, hardware setup, and managing Microsoft 365 environment.
About the role
- Help Desk Analyst II providing tier 1 technical support at Shaw AFB in South Carolina. Responsible for troubleshooting and resolving hardware and software issues for users in a military environment.
Responsibilities
- Provide Tier 1 technical support to include initial trouble ticket/call prioritization, diagnosis, analysis, and troubleshooting and resolution of basic client hardware and software issues
- Provide Tier 1 hands-on support to users on the AOC/CAOC floor
- Provide solutions over the phone or remotely when feasible, and coordinate with and escalate tickets to back shops/other functional areas for support and resolution when required
- Follow-up with end-users on status, and verify problem resolution prior to trouble ticket closure
- Create and manage organizational and user accounts and assign, modify, and delete passwords and user privileges IAW AFCENT guidance
- Assist with management SIPR PKI program
- Coordinate on Firewall Exemption Requests/Bluecoat Exemption Requests
- Maintain the CFP status display systems to remotely monitor and track status of all systems, networks and connections, including internal and external links and circuits
- Serve as focal point for ASIs and time change order/item (e.g., NOTAMs, TCTOs, TCNO, MTO, CCO and CTO) management, processing, tracking and status reporting across all network enclaves; Maintain status tracking applications/tools; create, update, and coordinate status reports and presentation slides (i.e., COMSTATs, SITREP, etc.)
Requirements
- Clearance Level: Secret
- Certifications: DoD IAT Level 2 (Security +) or higher
- Education: Associates degree in Computer Science or related field; or, 2+ years' IT Help Desk support experience and 2+ years' of experience in Computer/IT hardware support (can be concurrent)
- Experience: Recommended experience with the following:
- - Assisting large number of users across multiple networks
- - Troubleshooting various network and mobile devices, trusted thing clients
- - Help Desk Remedy ticketing
- - Installation of various IT hardware
Benefits
- Voluntary Medical, Dental, Vision, with Health Savings or Flexible Spending Plan options
- Voluntary Life, Critical Illness, Accident, and Long Term Care insurance options
- Group Term Life, Short-Term and Long-Term Disability is provided by Sentar to all qualifying employees
- Generous 401(k) match
- Competitive PTO plan that graduates quickly with years of service
- Other leave programs; holiday schedule along with bereavement, jury and military duty
- Mental health awareness programs
- Tuition reimbursement
- Professional development reimbursement
- Recognition and Awards programs
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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