IT Help Desk – Active Security Clearance

DoD Active Secret Clearance is must for this role.

Job Responsibilities

• A support specialist is an information technology (IT) professional who maintains computer hardware and software systems. 

• Responsible for installing new programs, managing updates, and providing technical support. 

• Diagnose and resolve technical issues with hardware or software systems

• Speak with users over the phone, in person, or via online chat to understand and troubleshoot technical issues

• Determine the need for and subsequently providing system reconfiguration

• Assess user needs and recommending technical solutions such as patches, upgrades, or enhancements

• Document technical support procedures and maintaining customer records

• Respond promptly to queries and providing information on the proper installation, maintenance, and use of technical systems

• Complete thorough installations on the client environment by taking backups of data, upgrading systems as needed, and installing new software or hardware solutions

• Apply specialized knowledge in a single discipline such as assembly/integration, cross-discipline functions, data engineering, industry expertise, knowledge engineering, or legacy evolution.

• Apply specialization to conceptualize, design, construct, test, and implement portions of business and technical information technology solutions through application of appropriate software development life cycle methodology.

• Interact with the customer to gain an understanding of the business environment, technical context, and organizational strategic direction. defines scope, plans, and deliverables for assigned projects. 

• Collect, identify, define, and organize detailed user and information technology requirements. 

• Coordinate and collaborate with others in analyzing collected requirements to ensure plans and identified solutions meet customer needs and expectations. 

• Confirm and prioritize project plans and deliverables with the customer. 

• Participate in business and technical information technology solution implementations, upgrades, enhancement, and conversions. •Understands and uses appropriate tools to analyze, identify, and resolve business and or technical problems. 

• Apply metrics to monitor performance and measure key project criteria.

• Prepare system documentation. establishes and maintains security, integrity, and business continuity controls and documents.

Skills

• Verbal and written communication skills, problem-solving skills, customer service, and interpersonal skills.

• Ability to work independently and manage one’s time.

• Basic mentoring skills are necessary to provide support and constructive performance feedback.

• Knowledge of computer development software, such as SQL, Visual Basic, Oracle, etc. 

Education/Experience

• High school diploma or General Equivalency Diploma (GED)

• 2+ years of related experience in information systems

• Valid DoD 8570: A+ Certification (could accept Network+, Security+, or CISSP). must be attached

Job Requirements:

• Solving computer hardware/software problems
• Configure desktop software and hardware
• Configure desktop hardware and software
• Provide network and remote connectivity hardware/software support
• Provide technical support for users of desktop hardware and software
• Resolve technical hardware and software issues
• Resolve computer hardware and software issues
• Assist other help desk staff and technicians with hardware/software issues
• Maintain help desk software and processes
• Provide technical support to end users to remote users
• Resolving hardware and software issues
• Resolve hardware and software issues
• Troubleshooting computer hardware and software support incidents
• Provide user support in software and hardware applications
• Supporting desktop hardware and/or software configurations
• Monitor phone and help desk email
• Resolve software and hardware problems
• Troubleshoot hardware and software problems
• Using remote control software to resolve desktop issues
• Assist with hardware and software computer support to technology users