Service Desk Specialist - Level 2

Location: Ft. Gordon, GA
Date Posted: 06-14-2018
AC4S is seeking candidates to support the US Army Intelligence and Security Command (INSCOM). Under the I2TS 3 task order, INSCOM ensures reliable, uninterrupted availability of Command, Control, Communications, Computers, and Information Management (C4IM) including: networks, hardware, software, engineering, and specialized tools at the point of customer need to support INSCOM's mission. INSCOM and its MSCs provide the enabling layer to connect the Army and its tactical formations to defense and national intelligence agencies via tactical networks. The ability to provide mission critical intelligence is dependent on the successful use of its information technology (IT) networks worldwide.

Principal Duties and Responsibilities:
 
An I2TS 3 Service Desk Specialist:
  • Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
  • Provides polite and friendly customer service
  • Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required
  • Documents incident status and solutions in incident database tools.
  • Possesses current working knowledge of computers, printers, laptops, and common windows applications
  • Works through various types Tier II issues with telephone assist
  • Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
  • Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support
  • Possesses comprehensive knowledge of desktop operating systems and applications


Required Experience / Education:
  • 4-8 years of directly related experience supporting help desk operations.
  • High School diploma/GED with 8-years of related experience, or Associate's degree with 6-years of experience, or Bachelor's degree with 4-years of experience
       
Certification(s):
  • DoD 8570.01-M IAT Level II Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract
  • Required Baseline/Security Environment Certification: CompTIA Security+ CE or equivalent
  • Desired Computing Environment Certification: Microsoft Windows 10, or Microsoft Server 2012, or Microsoft Certified Technology Specialist (MCTS)
 
Desirable Skills / Experience:
  • Perform STIGs & IAVA implementation for system devices, perform imaging of systems, CERP replacement, etc. 
  • Interact with customers on a daily basis to provide guidance on procedures concerning account requests, e-mail, home directories, file access/storage, and other local procedures as required to ensure mission success. 
  • Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.


Additional:
  • Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activity
 
SECURITY CLEARANCE IS REQUIRED
 
AC4S is an Equal Opportunity Employer, including disabled and vets
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