Help Desk Lead (TS/SCI clearance)

Quantico, VA, US • Posted 4 days ago • Updated 4 days ago

Contract W2

On-site

Depends on Experience

System One

Fitment

Dice Job Match Score™

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Job Details

Skills

Summary

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.

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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10295162
Position Id: 346258
Posted 4 days ago

Company Info

About System One

System One is a leading provider of specialized, highly technical outsourced services, workforce solutions, staffing, and recruiting to critical infrastructure, technology, life sciences, and government sectors As an essential partner to private and public organizations of various needs and sizes, we offer our expertise to help them bring their most complex and mission-critical programs to fruition.

With our highly specialized services, in-demand technical skills, and vast operational expertise, we can deliver accelerated results that benefit our clients and the job seekers who partner with us. We staff contract, contract-to-hire, and direct-hire professionals across our network to work with our clients, some of whom are industry leaders and nationally branded organizations.

Our dedicated team of recruiters work tirelessly to match jobseekers with careers that align with their skills, aspirations, and goals.

We understand that finding the right job can be a transformative experience, and we are committed to supporting jobseekers throughout their career journeys. Our recruitment services are designed to connect individuals with fulfilling jobs that offer growth and development opportunities.

Whether you're an organization seeking customized workforce solutions, outsourced services, or if you're a jobseeker searching for your next opportunity,

System One is the perfect staffing partner for you.

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