Help Desk Specialist

Desktop Support in Natick, MA

Posted 2020-01-09

The Helpdesk Specialist will provide end user desktop support services for approved desktop applications.

Duties and Responsibilities:

Receive customer trouble tickets and service requests for desktop support.
Respond to service requests, enter them into the ticketing system and acknowledge the request to the customer.
Build new systems using the Army Gold Master (AGM) or the bulk imaging of approved operating systems, baseline software applications, and required security patches
Install encryption systems used to protect the data of portable systems such as laptops
Identify and install required drivers.
Configure authorized end user and network devices to include computers, printers, laptops, scanners, and other hardware according to STIGs for networked devices.
Analyze customer prepared requests for acquisition and life-cycle replacement.
Manage (e.g. image, set up, distribute and track) lifecycle/service replacement equipment including desktops, laptops, monitors, docking stations and hot spots for the installation.
Perform bulk imaging/configuration for 15 or more devices.
Participate in RMF support.
Mitigate all systems known to be at risk as determined by the Army Information Assurance Vulnerability Management (IAVM) process.
Troubleshoot and resolve the service requests.
Respond and support HBSS, ACAS, SIPRNET, and VTC services as required.
Resolve Service Requests and User Incidents for VoIP through remote administration actions (troubleshooting, repairing) that do not require touch labor.
Install, diagnose and correct problems with desktop software including, but is not limited to:
Microsoft Office Professional
Microsoft Outlook
Internet Explorer
Google Chrome
Adobe Acrobat Professional
Tumbleweed Desktop Validator
Active Client
Establish and troubleshoot network file shares, data protection systems and data backup and data transfer techniques.
Ensure systems are configured in accordance with DOD published Security and Technical Information Guides (STIGs).
Troubleshoot and resolve the service requests.
Coordinate with other Desktop Support teams for support with any baseline applications and services, as well as all system imaging.
Work with System Administrators and Database Administrators to install, configure, troubleshoot and support applications configured with a server-side License Manager or Relational Database Management System (RDBMS).
Ensure no system changes are implemented without an approved change request from the Configuration Control Board (CCB).
Contribute to SharePoint library.
Follow all NEC policies, procedures and regulations.
Maintain currency on technology and service capabilities.
Assist users with identifying approved devices, reviewing specifications, acquiring and replacing their old devices.
Devices to include computers, printers, laptops, scanners and other hardware.
Support desktop operating systems like Microsoft Windows 10 using the ability to diagnose and correct problems
Support Active Directory, and Networks to include:
Add systems or users
Reset passwords
Diagnose login problems
Identify the source of a problem as a group policy or network.
Other duties as assigned

Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)

High School diploma/GED required
1+ years of Service/Helpdesk Support or related experience required
Possess Baseline and Full Computing Environment Certifications for IAT-I IAW DoD 8570.01-M and BBP 05-PR-M-0002. Acceptable certifications include A+ CE, CCNA-Security, Network+ CE, or SSCP.
Must obtain Windows 10 certification within one week of start date.
Background check with the ability to obtain Secret Clearance

Knowledge, Skills and Abilities:

Security+ and Windows Server certifications preferred.
Strong communication skills, both written and oral.
Strong customer service and excellent interpersonal skills.
Ability to obtain certification requirements
Ability to listen and understand what is being described by the end user as well as the ability to explain problem resolutions when necessary.
Ability to occasionally work after hours and/or on-call support.
Ability to meet and maintain minimum security clearance requirements.

Physical Demands: (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.

Work Environment: (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.)

The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.
During visits to areas of operations, may be exposed to extreme cold or hot weather conditions. Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.

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