Technical Help Desk Specialist - ACTIVE SECRET CLEARANCE and SECURITY+ce Certification Required
We are supporting knowledge-based, information assurance and cyber security IT services to the F-35 JSF Virtual Enterprise (JVE) network in support of the F-35 Lightning II Joint Program Office (JPO). Services include program management, enterprise performance management, enterprise architecture, implementation of emerging capabilities and requirements, life cycle management, operations & maintenance, enterprise data management, service desk support and IT training.
Position Description:Security Clearance: Secret clearance (Active, verifiable in JPAS)
Responds to and diagnoses problems through discussion with users. Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps. Supervises operation of help desk and serves as focal point for customer concerns. Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Provides second-tier support to end users for either PC, server, or mainframe applications or hardware. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. Acts as the overall lead, manager and administrator for the contracted effort. Serves as the primary interface and point of contact with Government program authorities on technical and program/project issues. Oversees contractor execution of the contract requirements. Manages acquisition and employment of program/project resources. Provides support to distributed PC/networking environment including installation, testing, repair, and troubleshooting for stand-alone PCs, PCs linked to networks, printers, and other computer peripherals. Support responsibilities include software installation, and configurations. This technician performs technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages. Job duties require the technician to install and test personal computers, printers, and other peripherals, configure operating system, load shrink-wrap programs and other application software programs. In this position, the incumbent troubleshoots computer problems, performs hardware and software diagnostics, coordinates needed repairs, resolves computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software. Knowledge of help desk ticketing systems, managed services software, Windows 10, 7, Active Directory, Network Basics, VPN Basics, and Mobile Device Basics.
Minimum Education Required:
· BS/BA degree in Computer Science, Information Sciences, or related IT discipline.
· ALLOWABLE SUBSTITUTION: Four (4) years of experience performing the foregoing functions and an AA/AS degree can be substituted for a BS or BA degree.
Minimum Experience Required:
· Five (5) years of directly related experience supporting help desk Tier 1, Tier 2 and/or Tier 3 operations, preferably supporting a large-scale government customer.
· Experience providing technical support for microcomputer hardware, networks, account administration, and office automation software via telephone, as appropriate.
· Experience with Remedy/Help Desk Management Systems.
· Progressive experience in the management of a technical support team.
· Experience developing and providing Service Level Agreements and Help Desk deliverables.
· IAT Level II baseline certification in accordance with DoD 8570.01-M, Information Assurance Workforce Improvement Program, (or achieve within six months of TOA or hiring)
· Certified as a Microsoft Certified Desktop Support Technician (MCDST).
Rollout Systems, LLC, founded in 2001, is a full-service, services, and information technology company specializing in enhanced organizational performance. Rollout Systems is a customer focused and results-oriented company, and brings together the right combination of talent, creativity, and drive to assist our customers in meeting their goals. We provide personal attention rarely found today, enabling a one-of-a-kind customer/contractor experience.
Our corporate culture is built upon the principles of open communications and teamwork that keeps a talented, tenured workforce in place; consistent quality services; proactive, out-of-the-box thinking and the highest ethical values. We provide our employees
the best of benefits, including but not limited to generous paid time off, education opportunities and a matching 401k plan.
We believe in empowerment for success and provide the tools needed to do the best job possible for our customers. Our corporate values are transparent; we are open and honest with each other. Rollout Systems supports the communities that support our customers. In every way, every day, at work or at play, we support the Warfighter that keeps America the "Land of the Free".
Rollout Systems, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race,
color, religion, sex, national origin, disability, Protected Veteran status, and sexual orientation/gender identity. This contractor and subcontractor shall abide by the requirements of 41 CFR 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals on the basis of protected veterans and individuals with disabilities.
Visit us at www.rolloutsys.com.
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Rollout Systems is a California, Maryland-based, highly regarded information technology and training solutions provider specializing in, Cyber Security, Application Development, Network Operations, Cloud Services and Mission-Focused Training Support. Rollout Systems is an agile government technical services provider delivering cost effective solutions in a rapidly changing technology and warfare landscapes. We continue to provide innovations through our in-depth experience in global and complex enterprise environments and our mission-critical technical capabilities.
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