Today
Secret
Entry Level (less than 2 yrs experience)
$52,000
No Traveling
IT - Support
Scott AFB, IL (On-Site/Office)
Top Skills
1. Secret clearance
2. Sec+
3. 6 months+ of IT experience
Job Description
Supporting USTRANSCOM, the Helpdesk Support position assists customers with questions and problems concerning computer systems, hardware and software. The position may work with customers remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency.
Duties & Responsibilities:
Assists customers with IT requests and issues
Answers customer phone calls and emails, log incidents and conduct basic troubleshooting of hardware/software/network and peripheral device issues using FAQs, knowledge base and other guides
Provides Tier I support to end users for laptop/desktop/PC, applications, printers and peripherals
Create and update ticket records in Remedy or other ITSM tool
Create ticket records, monitor/track progress and update on ticket record while keeping customers informed with status updates
Route support requests to appropriate teams for resolution
Coordinate user support with Desktop Support and System Administration staff
Develop and maintain helpdesk-related technical documentation such as guides, FAQs, SOPs, etc.
Assists Help Desk Manager with data collection for reporting
Minimum Qualifications:
Minimum of 1 year of relevant technical experience with each of the following technology skills:
Windows Operating System (Windows 7 and higher)
Apple OSX desired in addition to Windows
Experience performing basic troubleshooting for common desktop software including Microsoft Office and Outlook, Adobe Acrobat and Creative Suite, Mozilla Firefox and Thunderbird, Chrome and Edge browsers, communication/collaboration/messaging tools and multimedia players
Experience using remote desktop troubleshooting and administration tools
Remedy ticketing system
Active Secret Clearance at employment start date (an Active Interim Secret Clearance may substitute)
DoD 8570 IAT-II Certification (e.g. Security+ CE, CCNA Security or other approved certification(s))
Preferred Qualifications:
An Associate's Degree in a computer-science related field is preferred
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
This position requires an active DoD Clearance (Secret, Top Secret, Top Secret/SCI) or the ability to be obtain an (Interim Secret, Interim Top Secret)
Because an active or interim DoD clearance is required, U.S. Citizenship is required.
1. Secret clearance
2. Sec+
3. 6 months+ of IT experience
Job Description
Supporting USTRANSCOM, the Helpdesk Support position assists customers with questions and problems concerning computer systems, hardware and software. The position may work with customers remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency.
Duties & Responsibilities:
Assists customers with IT requests and issues
Answers customer phone calls and emails, log incidents and conduct basic troubleshooting of hardware/software/network and peripheral device issues using FAQs, knowledge base and other guides
Provides Tier I support to end users for laptop/desktop/PC, applications, printers and peripherals
Create and update ticket records in Remedy or other ITSM tool
Create ticket records, monitor/track progress and update on ticket record while keeping customers informed with status updates
Route support requests to appropriate teams for resolution
Coordinate user support with Desktop Support and System Administration staff
Develop and maintain helpdesk-related technical documentation such as guides, FAQs, SOPs, etc.
Assists Help Desk Manager with data collection for reporting
Minimum Qualifications:
Minimum of 1 year of relevant technical experience with each of the following technology skills:
Windows Operating System (Windows 7 and higher)
Apple OSX desired in addition to Windows
Experience performing basic troubleshooting for common desktop software including Microsoft Office and Outlook, Adobe Acrobat and Creative Suite, Mozilla Firefox and Thunderbird, Chrome and Edge browsers, communication/collaboration/messaging tools and multimedia players
Experience using remote desktop troubleshooting and administration tools
Remedy ticketing system
Active Secret Clearance at employment start date (an Active Interim Secret Clearance may substitute)
DoD 8570 IAT-II Certification (e.g. Security+ CE, CCNA Security or other approved certification(s))
Preferred Qualifications:
An Associate's Degree in a computer-science related field is preferred
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
This position requires an active DoD Clearance (Secret, Top Secret, Top Secret/SCI) or the ability to be obtain an (Interim Secret, Interim Top Secret)
Because an active or interim DoD clearance is required, U.S. Citizenship is required.
group id: 10105424
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