Senior Help Desk Specialist

SOS International LLC.; Wiesbaden; Vor Ort; EUR 40.000 - 60.000; Vollzeit

Zusammenfassung

A leading defense services provider is seeking a Senior Help Desk Specialist in Wiesbaden, Germany, to support government IT services. The role involves managing help desk personnel, providing Tier 1 and 2 support, and ensuring effective communication between technical teams and clients. Ideal candidates should hold relevant degrees and certifications along with proven experience in IT project support.

Qualifikationen

• Active Secret security clearance with SSBI.
• DOD Cyber Work Force 411 Certifications: CND, GFACT, GSEC, Security+, or equivalent.
• Proficiency in Microsoft Office suite.

Aufgaben

• Manage and oversee performance of subordinate personnel.
• Ensure personnel provide Tier 1 and 2 IT help desk services.
• Support ticket creation when end users cannot.
• Prioritize help desk services for VIPs.
• Provide telephonic support for VIPs traveling.

Kenntnisse

Incident management

Problem resolution

Program management

Communication between technical teams and stakeholders

Microsoft Office proficiency

Ausbildung

Bachelor's degree

Associate's degree

High school diploma

Jobbeschreibung

Overview

**CONTINGENT UPON CONTRACT AWARD**

SOSi is seeking a highly qualified Senior Help Desk Specialist to support our government customer’s requirements in the Europe & Africa Area of Responsibility (AOR).

Essential Job Duties

• Manage and oversee performance of subordinate personnel performing this task.
• Ensure personnel are trained to provide Tier 1 and 2 enterprise IT help desk services including incident management and problem resolution, in accordance with the Army IT Portfolio (AITP).
• Ensure help desk personnel are appropriately trained to deliver end user and device support for enterprise IT help desk services, coordinating with the Army Enterprise Service Desk (AESD).
• Support ticket creation if end users are unable to perform this function.
• Prioritize help desk services for VIPs and maintain a VIP Tracker.
• Provide telephonic support when VIPs are traveling.

Minimum Requirements

• Bachelor’s degree with a minimum of 8 years’ experience, or an Associate’s degree with at least 10 years’ experience, or a high school diploma with a minimum of 12 years’ experience.
• Active Secret security clearance with SSBI.
• DOD Cyber Work Force (DCWF) 411 Certifications: CND, GFACT, GSEC, Security+, or equivalent.
• Experience in program and project management support, analyzing business needs, and translating them into IT project requirements.
• Support development and maintenance of program management documentation such as PMP and WBS.
• Facilitate communication between technical teams and stakeholders.
• Contribute to the development and implementation of the TO management portal.
• Analyze project progress, financial data, and risks to provide insights and recommendations.
• Proficiency in Microsoft Office suite including Word, PowerPoint, Excel, and SharePoint.
• Experience producing metrics and reports using Microsoft Office tools.
• Demonstrated discretion, judgment, and self-direction.

Work Environment

• Normal office conditions with potential deployment locations.
• Core hours are Monday through Friday, 0600–1700.
• May require evening and weekend work.
• Travel on TDY to various CONUS and OCONUS locations may be required.

Working at SOSi

All interested individuals will receive consideration and will not be discriminated against for any reason.