Help Desk Lead (TS/SCI clearance)
Quantico, Virginia - Onsite
Security Clearance: Active TS/SCI
Major Duties & Responsibilities:
- Serve as the primary point of contact for end users to provide ongoing support, monitoring, and life cycle management of incident tickets.
- Provide service desk customer support for all AFOSI computer networks and systems with an emphasis on customer services and call/ticket resolution.
- Deliver comprehensive, end-to-end customer IT support to include transitioning, operating, maintaining, tracking, restoring, protecting, and backups.
- Resolve customers’ administrative and technical communications problems and install, configure, and operate client/server devices.
- Document all troubleshooting and customer interaction in the ITSM system.
- Recognize application and technical problem trends and provide mitigation plans to avoid future occurrence.
- Notify customers when there is a change in ticket status or priority or when necessary to ensure good customer service.
- Support password resets, imaging of workstations, run cables from the user workstation to the LAN/Unified Communications Center junction box, coordinate with the Navy on trouble ticket issues to include VoIP phones.
- Monitor tickets for trends and patterns indicating a significant outage or event and ensure affected customers are notified early and updated regularly.
- Perform the installation of equipment, connection of peripherals, and the installing/deleting of client level software and ensure all documentation is in accordance with AF and DoD policies, guidance, and directives.
- Implement client workstation software patches, security fixes, and service releases according to local instructions.
- Ensure immediate attention and support is provided to the AFOSI Top Four (executive tickets/issues).
- Provide administration of user account creations/deletions, configuring devices, device policy creation/management, troubleshooting/resolving problems users have with their devices, and issuing new/replacement hardware.
- Support customer requests and troubleshoot including administrative and technical assistance for all aspects and types of workstations, mobile devices, VPN, laptops, and tier one (1) troubleshooting of VTC/Global Video System (GVS) issues prior to escalation.
- 5 years experience in the IT field including at least 3 years supporting service desk operations and customer support functions.
- Must be certified at IAT Level II (Security+ or other certification satisfying DoD 8570 certification requirements). ITIL certification desired.
- Must have experience in a lead or supervisory role overseeing a team providing technical support in an enterprise environment.
- Experience managing ticket resolution ITSM, such as ServiceNow.
- Experience imaging of workstations.
- Experience with mobile device management, issuing devices, administering accounts, and troubleshooting mobile devices.
- Experience with iPhone mobile devices and Purebred software for mobile device management.
- Experience with Intune devices and Intune software on mobile devices.
- Able to monitor shift coverage, track SLAs, and provide updates or reports to management as required.
- Must be able to provide courteous, timely and professional treatment of all customers when a problem is reported through necessary troubleshooting, elevations, collaboration and resolution.
- Must have outstanding customer service and communications skills and ability to interact professionally within all levels of an organization.
- Must be a US citizen and hold a current Top Secret clearance with SCI access (TS/SCI).
#LI-VH1
#DI-VH1 Ref: #851-Rockville-S1
Recommended Jobs
Co-Teacher (4-5 year olds)
Summary A co-teacher is responsible for the care of and well-being of 16 children ages 2-5. Co-teacher's are paired with another co-teacher making our highest ratio 1:8. Duties A co-teache…
Behavior Analyst (BCBA) - In Home (Direct Service)
Autism Learners has a job opening for a behavior analyst who is certified as a BCaBA or BCBA to provide (ABA) treatment services for children with autism and related disorders. We are looking for tal…
Data Platforms Director
The position is described below. If you want to apply, click the Apply Now button at the top or bottom of this page. After you click Apply Now and complete your application, you'll be invited to crea…
Pharmacy Intern Grad
Job Objectives Provides pharmacy consulting services to customers regarding the effective usage of medications, awareness with drug interactions and offering preventive healthcare services such as…
Concept/Principal Analyst (CPANA)
Position Title: Concept/Principal Analyst (CPANA) Location: Fort Belvoir, VA Category: Funded Schedule (FT/PT): FT Travel Required: Yes Shift: Day Remote Type: On-site Clearance r…
DevOps Architect
We help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every …
Pipe Welder
Job Pipe Welder – SMAW/GTAW (Shipyard/Industrial) – Hiring Now! Location: Suffolk, VA (Hampton Roads) Schedule: Mon–Fri, 6 AM–4 PM + occasional Saturdays Employment Type: Full‑Time About…
Senior EHS Advisor
We are seeking an experienced Senior EHS Advisor to join our team in managing EHS functions for the LUS Group. The Senior EHS Advisor should have a strong background in environmental regulations, wor…
Summer Camp Apprentice
If The Living Earth School peaks your interest but you aren’t sure you have the skills…yet….then the Apprentice position might be for you! The job of an Apprentice Instructor is to learn through expe…
Lube Technician
Lube Technician The Lube Technician services vehicles as assigned by management following all established standards and procedures, which includes rotating tires, performing multi-point inspection…