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Help Desk Lead (TS/SCI clearance)

System One

Quantico, VA

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JOB DETAILS
SKILLS
Administrative Skills, Apple iPhone, Communication Skills, CompTIA Security+, Computer Networks, Computer Workstations, Customer Relations, Customer Support/Service, Department of Defense Architecture Framework (DoDAF), DoD Directive 8140, DoD Directive 8570, Documentation, Hardware Installation, Help Desk, High Tech Industry, IAT - Information Assurance Technical, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Information Technology & Information Systems, Laptop PC, Local Area Network (LAN), Mobile Devices, Network Systems, Operational Support, Outsourcing, Policy Development, Resolve Customer Issues, Security Clearance, Security Patches, Sensitive Compartmented Information (SCI), Service Delivery, ServiceNow, Software Patches, Technical Support, Time Management, Top Secret Clearance, Trouble Tickets, Unified Communications, United States Citizen, User Account Administration, VPN (Virtual Private Network), VoIP (Voice over IP)
LOCATION
Quantico, VA
POSTED
7 days ago
Help Desk Lead
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.

Qualifications:
  • 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.
  • 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.
  • 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).





System One, and its subsidiaries including Joulé, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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Ref: #851-Rockville-S1


About the Company

S

System One

Every day, System One focuses on services and solutions that require a high degree of specialization, in-demand technical skills, and large-scale operational expertise. We are essential partners to those on the front lines of our nation’s most critical infrastructure, technology, and life sciences initiatives. 

Founded more than 40 years ago as a staffing partner to the engineering industry, today System One is a diversified organization operating in over 50 locations and putting more than 9,000 people to work in the United States, Canada, and the United Kingdom.

COMPANY SIZE
2,500 to 4,999 employees
INDUSTRY
Staffing/Employment Agencies
WEBSITE
https://systemone.com