Help Desk Specialist Senior / Active secret or higher

Location: San Antonio, TX
Date Posted: 09-26-2018
Temp to hire
Active secret or higher clearance 
all qualified resumes will be responded to within 24 hours
Candidate will answer Tier 1 Help Desk calls/emails/etc. and utilizes automated incident tracking system to record, track, and resolve or escalate work orders. Performs major troubleshooting on devices (Windows/Apple laptops, desktops, smart phones, tablets, etc.), Army Gold Master approved software, DoD/NORTHCOM Enterprise products, Cisco VPN, Active Directory, collaborative tools, OS images, etc. Implements ITIL Incident Management processes. Mentors Help Desk Specialists. Answer Help Desk calls and utilize automated incident tracking systems to record work orders. Contractor employees shall enter all Help Calls into the automated tracking system provided by the Government and track calls until resolution. Configure, diagnose, reload, utilize troubleshoot and repair all MS Windows and Apple® based laptops and desktops and all associated peripheral devices. Configure, diagnose, reload, utilize troubleshoot and repair all Windows Army Gold Master (AGM) software (latest version) and Apple® AGM-approved software. Configure, diagnose, reload, utilize troubleshoot and repair all DoD and USNORTHCOM Enterprise products such as Global Video System (GVS) and other ARNORTH collaboration tools. Configure, diagnose, reload, utilize troubleshoot and repair all CISCO VPN client software. Utilize Active Directory tools to manage and create objects in Microsoft Active Directory (latest version). Utilize remote tools to connect to remote desktops. Applications include SCCM, and/or DameWare. Assist users during briefings and events with all collaborative tools such as Google Earth, Portals, alert systems etc. Deploy ARNORTH G6 approved baseline images. Support user moves and changes. Support deployment or life cycle replacement of new IT software and hardware.
4+ yrs. customer support experience. 3+ yrs. Help Desk experience. CompTIA Security+ ce certified. MUST have Computing Environment / Operating System centered certification. 
ITIL Certification. Experience measuring and adhering to help desk metrics / SLAs. Experience using Remedy or ServiceNow. Experience with Mobile Device Support. Experience with VTC Support. Experience increasing first call resolution. Experience decreasing escalation rate.

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