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Help Desk Senior
The Help Desk Senior provides daily supervision and direction to staff members who are responsible for support to users in the areas of electronic mail, account creation and maintenance, standard desktop applications, and applications developed and deployed by the Government. The Help Desk Senior requires a strong understanding of voice and data communications, LAN/WAN equipment and operations, networking, network components, vendors, and points of contact for troubleshooting hardware, software, PC, and printer problems, as well as call center support for Government programs. General experience includes background in information systems development, network operations, application performance in a client/server environment, or related fields. Specialized experience includes the management of help desks in a multi-user environment, a comprehensive understanding of PC operating systems, an in-depth knowledge of network and electronic mail operations, and prior supervision of help desk employees. The Help Desk Sr. must have a demonstrated ability to communicate exceptionally well both orally and in writing, as well as have a positive customer service attitude.
•Managing day-to-day operations of the help desk to include adherence to USSOCOM Incident Management Process, Change Management Process and Asset Management Process.
•Creating and implementing knowledge based articles to support troubleshooting and resolution of common user issues
•Creating and maintaining network user accounts using Active Directory Users and Computers
•Resolving user issues with desktop applications, network connectivity, email and other IT services using remote desktop applications and deskside
•Participating in special working groups to support new/updated capabilities being implemented on the network
•Generating reports from systems of record (to include Remedy Smart Reporting)
Required Clearance: TS/SCI
Required Education: None.
Description: IT experience
Description: Experience in the management of Help Desk in a multi-user environment
Required Certification: Employment is contingent upon obtaining all required certifications within the timeframe specified in a waiver by the government (if applicable) and maintaining required certifications through the duration of the contract. Failure to obtain/maintain required certifications will result in disqualification for this position and could result in termination.
•DOD 8570 IAT Level I or higher
•Preferred Education: None
oBMC Remedy Incident Management System
oActive Directory Users and Computers
oRemote Desktop applications
oForce Management software
•Preferred Certifications: DOD 8570 IAT Level II or higher; Help Desk Institute (HDI) Support Center Manager (SCM) or HDI Support Center Analyst (SCA); MOS Master
•Work will be performed inside a large facility. An inside environment may be a cubicle (considerations: close quarters, low to moderate noise, bright or dim lighting). Work assignments vary based on client requirements. Position may require night and weekend work.
•Sitting at desk. Phone use and PC or laptop. Filing required. May require lifting and carrying boxes of supplies or files up to 25 lbs. Extended periods of sitting while on PC/laptop or phone.
Equipment and Machines
•General office equipment, which includes: telephone, fax machine, copier, PC/laptop, and other miscellaneous office equipment. Servers, switches, routers and other computer equipment that supports the network environment.
•Work assignments dependent on requirements by the client. It is important to be able to work at least 8 hours a day for 5 days per week (Monday through Friday).
•On-Call or after hours support may be required
•You may be asked to continue performance during inclement weather or other conditions when others are not permitted to work
•You may be asked to continue performance in support of a war, contingency or exercises
•Continental and Oversees travel may be required. It is important to maintain a current passport.
Other Essential Functions
•Employment is contingent upon obtaining all required certifications within the timeframe specified in a waiver by the government (if applicable) and maintaining required certifications through the duration of the contract. Failure to obtain/maintain required certifications will result in disqualification for this position and could result in termination.
•Candidate must exhibit a professional behavior that promotes teamwork, fosters cooperation, and enhances productivity in the workplace. Must be well organized with the ability to coordinate, prioritize and execute multiple tasks simultaneously in a high-pressure environment. Ability to communicate verbally and in writing to work effectively with a variety of government, military and contractor personnel at all levels. Must be able to interface effectively with individuals at all levels of the organization. Grooming and dress usually business casual, but dependent on client's standards. Must not pose a safety hazard to employees working in the same general area.
•The position for which you are applying for requires a US government security clearance. This is to advise you, that should you be extended an offer, if you possess a dual citizenship (i.e., citizen of the US and another country), in order to be granted a clearance you will be required to relinquish your citizenship in the foreign country.
Jacobs is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other characteristics protected by law. Jacobs is a drug-free workplace.