Service Desk Lead

Job Title: Service Desk Lead

Responsibilities

• Act as main Help Desk liaison/intermediary between contracting team and customers
• Log all requests for assistance, upon notification, and track solutions in the Help Desk Ticketing system
• Perform Tier II/III (direct user support) for WDTC DREN/SDREN core services for Test Mission Support System (TMSS) network supporting DoD customers
• Troubleshoot various IT-related issues (i.e., computer, network, printer, etc.)
• Perform service desk duties as defined by current Information Technologies Infrastructure Library (ITIL) processes
• Support technologies, to include operating systems, servers and software applications issues, resolve and implement solutions
• Patch and comply with Defense Information Systems Agency (DISA) standards
• Perform imaging on new and transferred computers, in accordance with DISA Secure Host Baseline (SHB) policies
• Perform system builds on computers using the system image library, as required IAW DMD prioritization based on the test center's requirements for testing
• Provide user account support to include: creating, updating, disabling/deleting, and resetting accounts in Active Directory (AD)
• Perform data recovery from backups and from damaged data storage devices
• Install and configure printer drivers on workstations and laptops

Basic Qualifications

• MUST have 5 years' experience in a Help Desk/IT environment
• HS Diploma
• Knowledge in the following areas: MS Windows 11, Computer troubleshooting/repair
• Current certification in one of the following: Security+ CE (preferable), SSCP, CISSP (or Associate), SecurityX (formerly CASP+)
• Current certificate of training in one of the following: A+ (preferable), MCSA, MCSE, RHCSA, Linux+

Preferred Qualifications

• Degree in any IT field
• Experience working on a military installation/contract

Additional Requirements

• United States Citizenship required
• Active DoD SECRET Security Clearance or the ability to obtain one

Additionally, our workdays are M thru Th, 7am to 530pm.

Supervisory Responsibility: None

Work Environment: This job operates in a professional classroom and office environment. This role routinely uses standard office equipment.

Physical Demands:

• While performing the duties of this job, the employee is regularly required to, stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone, keyboard reach, stoop kneel to install/repair computer equipment.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Light to moderate lifting is required.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Position Type and Expected Hours of Work:

This is a full-time position. Workdays do not include working or conducting business on Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed closings.

Travel:

Minimal travel may be required

Additional Eligibility Qualifications: N/A

Work Authorization/Security Clearance:

• Active SECRET Clearance

AAP/EEO Statement:

Advanced Technology Leaders INC is an Equal Opportunity and Affirmative Action Employer. This company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

ATL is committed to assisting individuals with disabilities, please email for assistance and accommodation in the application or recruitment process.

The Company also prohibits retaliation against any employee who exercises his or her rights under applicable anti-discrimination laws.

Other Duties:

The above job description is not intended to be an all-inclusive list of duties and standards of the position.

Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. Duties, responsibilities and activities may change at any time with or without notice.

Benefits:

• Health benefits to include medical and dental
• Paid Personal and Vacation
• Paid Holidays
• 401(k) Retirement Plan

Apply online at www.at-leaders.com and click on Careers.