Help Desk Support Service Specialist – Associate

Role: Help Desk Support Service Specialist – Associate

Location: Carlisle Barracks, PA

Education/Certifications: Assoc-Tech degree preferred (not required); Minimum HS Diploma or GED; Relevant Help Desk Certifications; ITIL Certification

Years of Experience: At least 2 years of relevant work experience

Clearance Level & Investigation: Interim Secret (requires U.S. citizenship)

IA Cert Level (DoD 8570.01): IAT 1

Job Description:

  • Answer user phone calls and enter help desk tickets.
  • Diagnose and solve low-level user problems/issues.
  • Respond to and diagnose a wide range of problems.
  • Maintain call logs and escalate problems to analysts.
  • May be responsible for reporting.

Additional Responsibilities:

  • Provide and manage technical, IT-based Service Desk to serve as single POC for all customers.
  • Utilize and maintain Government-provided ticketing system to log, track, and manage helpdesk requests, ensuring timely resolution, accurate reporting, and effective communication with end-users.
  • Service Desk on-site and operational from 0700 through 1700 hours, Monday through Friday, to provide general-purpose help through phone, e-mail/web, and walk-in; off hour and weekend support may be required as needed.
  • Customer Service Support may include Tiers 0, I, and II support, depending on Customer.
  • Service Desk provides 24×7 On-Call emergency response.
  • Route tickets as needed to support resolution of network, database, application, and AV equipment issues.
  • Assist in relocation, movement, coordination, and recovery of lent equipment at Customer installation in support of equipment failure, Customer travel, and temporary use for special projects.
  • Maintain accountability over all loaned equipment; use Government-provided Asset Requests system to manage loan requests and track accountability.
  • Support in- and out-processing of incoming/outgoing staff, faculty, and students.
  • Draft, implement, and execute formal and informal IM/IT training to installation Customers.
  • Provide training within Customer’s requested timeframe, or when new equipment, software, or features added to existing capabilities.
  • Coordinate, design, and implement and provide training in Microsoft templates for Strategy Research Requirement (SRR) and other student curriculum requests.
  • Prepare, issue, and receive temporary and permanent Mobile Devices; analyze/provide reporting of Mobile Device usage; maintain database of device allocations and maintain hand receipts for all issued devices.
  • Support administration tasks for Office 365.
  • Reset passwords for users when necessary.
  • Open and manage service requests and monitor health of tenant services.
  • Interact with customers directly, either through phone, email, chat, or in-person, to aid in resolving or escalating IPTV service issues.
  • Maintain accurate records of customer interactions, service requests, and resolutions.
  • Provide training sessions or user guides to Customers, helping them understand how to use IPTV service effectively and troubleshoot common issues on their own.
  • Support maintenance of sufficient stock of items to supply reasonable day-to-day operations.
  • Support procurement of materials for special projects identified on approved List of Materials with funding identified for special projects.
  • Support establishment of audit trail accounting for usage of parts.
  • Note parts used to restore service on trouble calls on Trouble Ticket Section in work order.

Job Category: Help Desk IT
Job Type: Full Time
Job Location: Carlisle Barracks
Clearance Level: Interim Secret U.S. Citizenship
Education-Certifications: Associates or Technical Degree (preferred) HS Diploma or GED ITIL certification
Years of Experience: 2+ years

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