Job Description
Entry Level Service Desk Specialist Redstone Arsenal/Huntsville, AL IPTA's Technology Solutions Team is passionate about providing our customers with technical solutions that satisfy their business needs. Through collaborative interactions with customers, team members, subject matter experts (SMEs), technical leaders, and partners we design practical solutions that solve real problems for major government and business organizations. As a member of our Technology Solutions group, you will work with a team of technologists focused on delivering innovative business solutions using emerging technologies through proven successful methods.
Our Team: The Entry Level Service Desk Specialist will provide help desk support for users and Tier 1 and 2 level technical support to the Army Aviation and Missile Center (AvMC) Enterprise as needed. The Specialist will ensure all support requests initiated by end-users outside of the ASC end-user portal are captured in the ASC service management system, including emails, phone calls, web chats, and face-to-face contact. The Specialist will also provide technical assistance support in order to maintain secure and available systems by utilizing industry best practices to resolve incidents and respond to service requests while adhering to DoD cybersecurity policies.
Responsibilities: - Provide help desk support for users
- Provide Tier 1 and 2 level technical support to the AvMC Enterprise as needed
- Ensure all support requests initiated by end-users outside of the ASC end-user portal are captured in the ASC service management system, including emails, phone calls, web chats, and face-to-face contact
- Accurately log all service requests not received through the ASC end-user portal into the ASC service management system
- Provide technical assistance support in order to maintain secure and available systems by utilizing industry best practices to resolve incidents and respond to service requests while adhering to DoD cybersecurity policies
- Provide technical guidance in the utilization of computer hardware and software, including installation, operation, and troubleshooting
- Provide expertise in the software and hardware used by the Government/ provide guidance and resolve issues as needed
- Provide technical guidance to diagnose, categorize, and troubleshoot routine technical issues
- Provide technical guidance in the utilization of computer hardware and software, including installation, operation, and troubleshooting
- Provide expertise with Account Management-provisioning of user accounts, computing equipment, telephony equipment, and modification of user accounts when requirements arise for changes in user attributes/ Desktop Applications: MS Office, Adobe, JAVA, and similar applications typically deployed in an office setting /Desktop Support: Setup and administration of personal computing hardware and software (desktop PC, laptop, and tablets) including standard peripherals such as monitors, keyboards, mice, speakers, and web cameras (where applicable)/ Mobile Devices: provide technical assistance for mobile devices to include technical support, guidance, utilization, troubleshooting, and training/ Printers: installation and configuration of desktop printers, network printers, print servers, associated drivers, Common Access Card (CAC) release printing, and associated hardware/software/ Security Management: ensuring desired levels of protection for Federal systems, data, and related assets are achieved (e.g., CAC authentication, access control, encryption, intrusion detection, verification, digital signature, user management, role/privilege management, audit trail capture/analysis, etc.)
- Support the configuration of new devices and sustainment of existing devices while adhering to Defense Information Systems Agency (DISA) DoD Mobility Unclassified Capability (DMUC) policies, procedures, and guidance
Requirements: - HS diploma or higher
- Great communication and organizational skills
- No experience necessary-will train
- Active Sec+ or ability to obtain within 4 months
- Must have the ability to obtain a security clearance (US citizen, etc.)
IPTA is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment opportunity to all qualified employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, sexual orientation, national origin, age, physical disability, mental disability, medical condition, status as a veteran or disabled veteran or any other characteristic protected by law. We base all employment decisions, including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, lay-offs, returns from lay-off, terminations, and social and recreational programs on the principles of equal employment opportunity.
Our employees have diverse backgrounds, skills, and ideas that collectively contribute to a rich working environment and greater opportunity for innovation.
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