Help Desk Supt Svcs Specialist - Intermediate - Tier 2
Global Commerce and Services
Lackland A F B, TX
- 4 positions Lackland, TX
- 5 positions Tyndall, Fl
Under general supervision, provides second-tier support to end users for either PC, server, or mainframe applications and hardware. Handles problems that the first tier of help desk support is unable to resolve. Interacts with network services, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends system modifications to reduce user problems. Escalates more complex problems to senior level.
The Candidate shall provide technical and management direction over the computer support technical services team.
The Candidate shall implement internal controls to ensure all elements of the IT department receive current and accurate information as required.
The Candidate shall ensure that queries on IT status are completed within a reasonable time.
The Candidate shall provide inputs to the Government upon request or when process flow improvement suggestions could possible ensure an increased and more streamlined workflow improvements.
Minimum Experience/Requirements
Five (5) years of experience in computer system/network support. Includes one year of specialized experience related to Hardware PC Technician.
Five (5) years’ experience with: PC Network, Windows OS and Active Directory.
Two (2) 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 annually at JBSA Lackland: approximately 500 tickets annually at AFCEC Tyndall.
- Manages 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