Help Desk Specialist II

Location: Ft. Meade, MD
Date Posted: 01-16-2018

  • Serves as the initial point of contact, globally, for access to the Enterprise IT environment.
  • Interacts with IT users to resolve technical issues.
  • Responds to queries and completes service requests that originate by phone, web-based portals, email or other methods.
  • Reads, writes and implements standard operating procedures and technical documentation.
  • Two (2) years working experience in Microsoft Office applications.
  • Highly preferred that contractor personnel assigned to this TTO have prior technical knowledge and experience with commercial VTC systems, Media over Internet Protocol technologies and network capabilities, and experience with Tanberg Monitoring System (TMS V.11) and Marconi Virtual Presence System (ViPr).
  • Past experience with Telepresence Management Suite (TMS), preferably TMS V.13, is highly preferred.  The contractor must possess sharp customer services skills to include clear verbal communication, proper telephone etiquette, ability to listen closely to customers, time management, situation evaluation and analysis, and the ability to memorize protocol and guidelines
  • Contractors must possess two (2) years’ experience using Microsoft Outlook, Word, and Excel; basic computer skills in a Windows 2000 and Windows XP operating environment.
  • Skilled in preparing operational status reports and compiling basic metric data extracted from the VTC application.

IT Training and Certifications:
Requires PRIVAC
ITIL® v3 Foundation certification

  • High School Diploma/GED and four (4) years; or
  • Associates Degree and seven (2) years; or
  • Bachelor’s Degree or higher and zero (0) years.

AC4S is an Equal Opportunity Employer, including disabled and vets
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