Help Desk Support Spec III

Location: Annapolis, MD
Date Posted: 10-26-2017
DISA JSC HD - HD Specialist III
Responds to and diagnoses problems through discussion with users.
•             Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
•             Supervises operation of help desk and serves as focal point for customer concerns.
•             Provides support to end users on a variety of issues.
•             Identifies, researches, and resolves technical problems.
•             Responds to telephone calls, email and personnel requests for technical support.
•             Documents, tracks, and monitors the problem to ensure a timely resolution.
•             Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
•             Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
•             Simulates or recreates user problems to resolve operating difficulties.
•             Recommends systems modifications to reduce user problems.
•             Must be familiar with using deployment and inventory tools such as the Microsoft Management Console, Dameware, and the Microsoft Systems Center Configuration Manager (MSCCM)
•             Must be designated IA Technology (IAT) Level I personnel.
•             Must have MS Certified Desktop Support Technician (MCDST) certification at time of award (preferred) or within 6 months of award.
  • Need TS eligibility and will need to have an in-scope SSBI.  Contract requires access to Secret level systems and information.  Requires elevated accesses to information systems and must be granted IT-1 levels of systems accesses from DISA. 
TS clearance SSBI
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