Junior Helpdesk Support Services Specialist
Ft. Belvoir, VA
C-CHR-24-047
The Junior Helpdesk Support Services Specialist will provide technical support services in accordance with the AITP service list for the RNEC-NCR, including client hardware and software support.
Duties and Responsibilities:
- Perform critical hardware and software updates to meet Army and DoD security requirements.
- Troubleshoot end users’ enterprise email system configurations.
- Respond to all customer trouble requests and the problem calls received by telephone, email, or generated by the Remedy ticketing system within the AITP timelines.
- Resolve customer issues using automated remote-control software or other remote tools where possible.
- Provide support to individuals at user’s workstations and docking stations with direct hands-on troubleshooting and repair services for both hardware and software issues.
- Install, configure, upgrade, remove, and troubleshoot printers, and computer hardware, provide user support on Windows current operating system, provide user support on current Office suite applications, and any other authorized desktop applications and peripheral equipment.
- Perform general preventative maintenance tasks on computers, laptops, tablets, printers, MFDs, and any other authorized peripheral equipment unless prohibited by existing customer warranties.
- Be responsible for monitoring, operating, managing, troubleshooting, and restoring service to client personal computers (PCs), tablets, or laptops that have authorized access to the network.
- Escalate the issue/problem to proper Tier 2 or 3 Support team members when the restoration is beyond the scope of the computers, laptops, printers, and any other authorized peripherals.
- Comply with configuration management guidance on user systems as the environment changes.
- Provide Technical Support Services in accordance with the AITP Primary Service Category (PSC) numbering scheme. These Services are specifically designated as "Baseline" in the AITP Services List.
- Provide Web Support Services, Web Host, Website, Web Application, Web Development, and Web Maintenance as baseline AITP services.
- Analyze and improve the current capabilities of existing backup systems and off-site storage sites on an ongoing basis.
- Provide technical support for the backup systems and components.
- Provide technical support in the areas of internet, intranet, portal, and web collaboration access in the areas of systems administration. Web access shall be established via military NIPRNET connectivity. T
- Follow Army directives in developing and deploying single sign-on technology utilizing the CAC card Single Sign-on.
- Maintain and operate the classified and unclassified data center which houses the server farm.
- Provide support in the planning, design, and preparation through the actual relocation of servers to an alternative data center site if a move is mandated by the government.
- Design and operate SANs and Enterprise Backup Systems from within the Data Center.
- Respond to and resolve any failure or critical systems or components in the data center within two (2) hours during the normal duty day.
- Participate in phases of a technical solution, including analysis, evaluation, and integration into the existing infrastructure.
- Apply higher-level business or technical principles and methods to very difficult technical problems to arrive at automated engineering solutions; provide technical expertise in system design and development.
- Troubleshoot and analyze web, System Center Configuration Manager (SCCM) Windows Services Update Server (WSUS), and a wide range of specific server functions/configurations to ensure reliability. Critical systems are subject to change but generally will include the following servers: DHCP, File (SAN), Print, Back-Up, and Web.
- Provide systems administration, with a primary focus on server virtualization.
- Utilize ESX VMware in load/capacity analysis, trend monitoring, resource utilization, systems analysis, automated systems design, system development cycles and concepts, and information processing standards and methods to identify operational/processing problems, evaluate alternative approaches, adapt precedents and procedures, and plan and implement or recommend resolution.
- Install security patches in accordance with (IAW) configuration management policies for all servers assigned.
- Apply systems design, development, installation, operations, and maintenance concepts, methods, and procedures according to the Security Technical Implementation Guides (STIGs).
- Provide support and must have coverage from 0600 to 1800 hours Monday through Friday and must be available on an on-call basis to provide immediate assistance in the event of a system failure or other demands as required.
- Provide support in the area of accounts creation as needed and as determined by a government representative overseeing the Server Team. Cross-training is required in all NEC functionalities.
- Other duties as assigned.
Minimum Qualifications:
- Bachelor’s degree in a related field and 1+ years of relevant experience.
- A combination of experience and training may be used in lieu of a degree.
- Possess Baseline and Full Computing Environment Certifications for IAT-I IAW DoD 8570.01-M and BBP 05-PR-M-0002.
- Microsoft 365 Certified: Modern Desktop Administrator Associate Certification required.
- Secret clearance Tier 5 investigation required.