Help Desk Coordinator/Senior - Tier 1-
Global Commerce and Services
Lackland A F B, TX
Under general direction, responsible for ensuring the timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps. Provides guidance/training for less- experienced personnel.
The Candidate shall provide technical and management direction over the Help Desk and computer support technical services team. 1.1.9.6.3.3.2 The Candidate shall implement internal controls to ensure the Help desk elements of the IT department receive current and accurate information from leadership and the CFP (502 CS Focal Point).
The Candidate shall provide inputs to the Government Program Manager upon request or when process flow improvement suggestions could possibly ensure and increased and more streamlined workflow improvements.
The Candidate shall oversee the processing of tickets/requests for assistance, working with the government to adjust processing to match unit priorities.
The Candidate shall understand the person or persons providing this service shall be subject to urinalysis/drug testing prior to and randomly during the appointment of providing these services.
A candidate shall also understand that the person providing these services shall be required to possess a Secret security clearance and have an appropriate level of background investigation prior to the appointment.
The candidate shall understand the person or persons providing these services may have access to access-controlled areas where classified data up to SECRET is processed and shall be required to take periodic polygraph examinations upon demand.
Minimum Experience/Requirements
Seven (7) years of experience in computer system/network support. Includes one year of specialized experience related to Hardware PC Technician.
Seven (7) years’ experience with: PC Network, Windows OS and Active Directory.
Two (2) years’ experience working with database administration and SQL.
Four (4) years’ experience managing an IT Client Support team.
Shall be DoD 8570 certified at the IAT Level II at a minimum IAW AFMAN 17-1303, para 3.2.1.2, which includes CCNA Security, CySA, GIC SP, GSEC, Security, or SSCP.
Estimated Workload
Oversees/manages the higher maintenance troubleshooting of Desktops/Laptops, printers, database connection issues and network connection issues, approximately 2,000 tickets per year.
Manages the internal schedule of the client support technicians.
About the Company
Global Commerce and Services
Global Commerce & Services, LLC (GCS) is an Information Technology company founded in 2000. The company has provided services in the areas of Systems Engineering and Integration, Software Development, Information Assurance, Cyber Security, Network Support, and Program/Project Management. Our clients include Department of Agriculture, Department of Navy, Department of Army, U.S. Peace Corps and Defense Information Systems Agency. We focus on translating business needs into technology solutions. We understand how crucial it is for organizations and agencies to make the right investment in technology, and that is why GCS partners with clients to provide value added solutions that meet individual business requirements. GCS helps companies modify their business and systems processes to become more efficient and capitalize on their technology investment. We’ve been recognized and awarded for our ability to provide exceptional service, and our goal is to always exceed both the requirements and expectations of every project. We pride ourselves on our ability to deliver projects successfully, with no schedule delays, cost overruns, or late deliverables. Our company is accountable and dependable, with an experienced management team that keeps us up-to-date with industry knowledge