Help Desk Support Service Specialist - Intermediate - TS/SCI Required

General Dynamics
United States
Workplace: OnsiteFull timeUSD 32.7 - 44.24 hourlyFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: associatesSkills: ["Customer guidance","Incident tracking","Problem resolution","Security-focused operations"]

Provide second-tier help desk support for enterprise end-users supporting PC, server, and mainframe applications and hardware for Army Intelligence. Investigate unresolved incidents from first-tier support, recreate user issues, and recommend systems modifications to reduce recurring problems. Maintain technical currency, escalate complex issues, and perform tasks such as STIG/IAVA implementation, system imaging, SCCM/PXE boot configuration, and Level I/II Active Directory account administration. Provide daily on-site customer support and support incident tracking.

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FursaFursa
General Dynamics
General Dynamics
16 hours ago

Help Desk Support Service Specialist - Intermediate - TS/SCI Required

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Provide second-tier help desk support for enterprise end-users supporting PC, server, and mainframe applications and hardware for Army Intelligence. Investigate unresolved incidents from first-tier support, recreate user issues, and recommend systems modifications to reduce recurring problems. Maintain technical currency, escalate complex issues, and perform tasks such as STIG/IAVA implementation, system imaging, SCCM/PXE boot configuration, and Level I/II Active Directory account administration. Provide daily on-site customer support and support incident tracking.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide second-tier support to end-users for PC, server, mainframe applications, and hardware under general supervision.
  • •Handle problems first-tier cannot resolve and coordinate with other teams/services to restore service and identify core issues.
  • •Simulate or recreate user problems, resolve operating difficulties, and recommend systems modifications to reduce recurring issues.
  • •Maintain technical currency and escalate more complex problems to senior-level personnel; provide first contact and incident resolution for hardware/software/application problems.
  • •Perform STIGs & IAVA implementation, system imaging, and Level I/II Active Directory account actions (unlocking accounts, creating and issuing accounts).
Travel: Medium travel

Pay and Benefits

Salary: USD 32.7 - 44.24 hourly
Perks:Health InsuranceDentalVision401kPaid LeaveLearning Budget

Key Requirements

  • •5+ years of related experience, including at least 2 years of specialized experience.
  • •Associates degree or 2 years of related specialized experience in lieu of a degree.
  • •Security clearance: must currently possess TS/SCI and be able to obtain TS/SCI + polygraph.
  • •Hands-on support knowledge including network and systems administration, hardware/software troubleshooting, and incident tracking.
  • •Must obtain required certifications: DoD 8570.01-M IAT Level II/8140 Computing Environment certification; IAT II 8570/8140 baseline Security+ or equivalent; obtain full AZ-104 within 180 days if required by the program manager.
Experience:5+ yearsDoDEnterprise ITArmy Intelligence
Education:Associate's
Skills:Customer guidanceIncident trackingProblem resolutionSecurity-focused operations
Certifications:DoD 8570.01-M IAT Level II/8140 Computing Environment (CE)IAT II 8570/8140 Baseline Security+Security+ or equivalentAZ-104 Microsoft Azure Administrator
Tech Stack:Active Directory (AD)SCCMPXE BootMSCA 2016Microsoft AzureAzure AdministratorBIOS imagingSTIGsIAVAComputing Environment (CE)DoD 8570.01-M8140Security+AZ-104

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.
Security Clearance:Top Secret/SCI

Company Brief

General Dynamics
Provides IT, systems engineering, cybersecurity, cloud, and mission support services to U.S. federal civilian and defense agencies, delivering large-scale technology solutions and managed services for national security and government operations.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Tysons / Fairfax, United States
WebsiteLinkedIn