Help Desk Support Service Specialist – Intermediate

Troubleshoot IT issues. Conduct initial assessment within 60 minutes of issue notification and determine appropriate level for resolution. Submit work order to Army Enterprise Helpdesk if issue cannot be resolved within 90 minutes. Start working on the resolution or establish a time with the user when work on the IT equipment can start with minimal mission interruption. Within 24 hours, check with the user to determine if the problem has been resolved. For issues that require submission of a work order, check on the status of the work order with the NEC every 24 hours until the problem is resolved. Provide support for imaging computers. Assist with all preparatory requirements prior to the imaging of client machines. Copy user data prior to imaging. Image machines. Restore the user data post imaging. Image computers. Operate Video Teleconference (VTC) Room. Coordinate and set up VTCs IAW requests. For VTCs occurring more than 72 hours in the future, make all necessary coordination/reservations necessary to affect the VTC within 24 hours. For VTCs occurring less than 72 hours in the future, make all necessary coordination/reservations to affect the VTC within two hours of receipt. Thirty minutes prior to all VTCs, connect and test the quality of the connection to ensure it meets user’s needs. In the event the call does not connect, troubleshoot with either the contracted carrier for a Global Video Services (GVS) conference or the far site for a point-to-point VTC. Notify COR 24 hours in advance if unavailable to connect the VTC. Ensure the VTC system remains accredited and notify the Government when new hardware is required to maintain such accreditation. Manually update software patches when systems do not update correctly or require manual update for software not on baseline image. Maintain accountability of IT Equipment. Prepare an approved hand receipt form and have all Government users digitally sign for their IT equipment. Use the hand receipts to establish a consolidated digital database of all assigned equipment and where it is located. Prepare DA Form 3161s for the turn-in of excess/life cycled equipment approximately 4 times per year or when requested by the Hand Receipt holder. Attend Information Management Officer (IMO) Meetings approximately two times a month and provide a verbal executive summary (EXSUM) within 24 hours of suspense established at meetings. Within 48 hours, provide the COR a written EXSUM of entire meeting. Participate in information system project planning and feasibility development, to include monitoring and implementation of new technologies. Establish a digital workload tracking system that is accessible by the COR. Administer the ACCESS’s SharePoint site to include coordination with ArmyU and Combined Arms Center G-6 SharePoint site. Duties will include site administration, optimization, and development for the ACCESS. Complete all Combined Army Center G-6 required training to obtain administrative rights for the site.


Years of Experience: <5 yrs.


IAT Level II; a Computing Environment (CE) certification that demonstrates competence in troubleshooting/administering Personal Computers

Clearance Level:

Favorable background investigation to access NIPRNet

Full benefits are offered.

Bravura is a rapidly growing Woman Owned Small Business (WOSB) that provides professional and engineering services, technology solutions and product offerings to DoD, Federal Civilian agencies. Bravura is an Equal Opportunity Employer. Bravura does not discriminate against employees or applicants for employment on any legally recognized basis (protected class) including, but not limited to: veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other protected class under federal, state, or local law. These are positions that require a U.S. Citizenship.

Job Category: Help Desk
Job Type: Full Time Remote
Job Location: Fort Knox - KY
Clearance Level: Favorable background investigation to access NIPRNet
Education-Certifications: CE Certifications IAT Level II
Years of Experience: <5

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