Job Description - Help Desk Specialist (ATE0004TH)
Help Desk Specialist-(ATE0004TH)
The Associate Help Desk Specialist provides second-tier support to end-users for PC, server, mainframe applications, and hardware. The selected candidate may interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
Providing lifecycle incident ticket management to include:
- Answering calls, executing request fulfillment actions, providing functional user support, training issues, initial diagnostics/troubleshooting, account management and password services, diagnosing and resolving issues on unclassified and classified office information systems, and USTRANSCOM supported C4 systems
- These systems include but are not limited to e-mail services, telephone services (VoIP/VoSIP), Distribute.mil, Task Management Tool (TMT), Electronic Information Management (EIM), SharePoint, TRANSCOM Regulating and Command & Control Evacuation System (TRAC2ES), TransViz, JFAST, AMHS and GCCS-J, and Integrated Data Environment Global Transportation Network Convergence (IGC) Collect and enter service desk information (e.g., event, incident, request fulfillment) into the USTRANSCOM designated service management systems Provide C4, and business system account management and access management to include creation of accounts, issuance of passwords and resetting locked user accounts within one (1) business day after receipt of request Provide access control to systems IAW published security policy. Interface with the DECC Operations Support Team (OST), provider Service Desks, Air Force Enterprise Service Desk, IT Operations Management, and other organizations as required to coordinate resolution of issues reported to the USTRANSCOM Service Desk. Recommend systems modifications to reduce user problems
The selected candidate must have:
- The ability to support the Service Desk 24/7 schedule
- The ability to support afterhours and weekend service-desk support
The Associate Help Desk Specialist will be expected to maintain currency and highest level of technical skill in field of expertise
3 years of related experience and IAT Level II certification. The minimum of an interim Secret level DoD Security Clearance is required.
ESSENTIAL FUNCTIONSPhysical Requirements
Requires sitting for extended periods of time at a desk (90%). Requires sitting at a computer terminal for long periods of time (90%). There is a possibility that due to parking availability and location of work area walking moderate to long distances can sometimes be required.
Work EnvironmentInside office/cubicle environment. Requires ability to interact professionally with co-workers and all levels of management (100%).
Equipment and MachinesRequires ability to operate a personal computer, a telephone, copier, and other general office equipment (100%). Ability to conduct evaluation of third and fourth generation or current state of the art computer hardware and software and its ability to support specific requirements, interfacing with other equipment and systems.
AttendanceAttendance is critical. Work hours are normally 8 hours per day and 5 days per week, Monday through Friday. Being prompt is important to provide continuous and on-going service to customers. Attendance is important to maintain continuity of service. Work outside of normal duty hours may be required with as little as one hour advance notice. Overtime is infrequent, but important when required (1%). Must be able to support 24 hour Weekend/Holiday On-Call Operations and respond onsite within two (2) hours of notification.
Other Essential FunctionsMust be able to communicate effectively, both verbally and in writing. Must be able to interface with individuals at all levels of the organization. Must be able to obtain unescorted access to work areas. Grooming and dress must be appropriate for the position and must not impose a safety risk/hazard to the employee or others. An IAT Level II certification is required. The minimum of an interim Secret level DoD Security Clearance is required.
Jacobs is an Equal Opportunity Employer and employment selection decisions are based on merit, qualifications, and abilities. Jacobs does not discriminate in employment opportunities or practices on the basis of: race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, veteran status, or any other characteristic protected by country, regional, or local law.
Primary Location:United States-Illinois-Scott AFB
Job Posting:Oct 29, 2019, 5:11:04 PM