Sr Help Desk Support Specialist

Intrepid; Wiesbaden; Vor Ort; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A leading global-scale logistics provider is seeking a Senior Help Desk Support Specialist in Wiesbaden, Germany. This role requires extensive experience in IT support, specifically with Windows 11, Microsoft Azure, and handling complex technical issues in enterprise environments. The successful candidate will provide support to both standard and VIP users, ensuring high-quality service. Applicants must have a bachelor's degree in IT or a related field and hold an active Secret security clearance.

Qualifikationen

• Minimum 8 years progressive IT support experience in an enterprise or DoD environment.
• At least 2 years in a senior help desk or system support role.

Aufgaben

• Provide second-tier technical support for desktop, laptop, and networked systems.
• Troubleshoot, repair, and configure computer systems and software applications.
• Manage user and service accounts in Active Directory and Microsoft Azure.
• Support VIP users with enhanced technical support.
• Maintain an accurate inventory of all hardware and software.

Kenntnisse

Windows 11 Enterprise

Microsoft 365

Active Directory

Microsoft Azure

Video Teleconferencing (VTC) systems

Communication skills

Customer service skills

Ausbildung

Bachelor’s degree in Information Technology or related field

Tools

Cisco

Polycom

Jobbeschreibung

Sr Help Desk Support Specialist page is loaded## Sr Help Desk Support Specialistlocations: Wiesbaden, Germany: McLean, VAposted on: Posted Todayjob requisition id: R - 100533Position is contingent upon contract awardThe **Sr Help Desk Support Specialist** provides second-tier technical support for end-users across desktop, laptop, and network environments. This role requires advanced expertise in Windows 11 Enterprise, Microsoft Active Directory, Microsoft 365, Microsoft Azure, and associated enterprise management tools. The specialist supports enterprise-wide IT operations including mobility devices, wireless networks, and Video Teleconferencing (VTC) systems, ensuring uninterrupted service delivery to both standard and VIP users within Army and DoD environments. The incumbent will coordinate closely with the Network Enterprise Center (NEC), USAREUR, and other Army IT support organizations to resolve complex technical issues, maintain compliance, and support mission readiness.**ESSENTIAL JOB FUNCTIONS:*** Provide management and oversight of the cross-functional help desk service support team.* Provide second-tier technical support for desktop, laptop, and networked systems (NIPRNET, SIPRNET, MPE, and Closed Restricted Network (CRN)) including hardware, software, printers, and multi-function devices.* Troubleshoot, repair, and configure computer systems, peripherals, and software applications in compliance with Army IT policies and standards.* Manage user, service, and group accounts, as well as computer objects in Active Directory (AD) and Microsoft Azure, ensuring compliance with all security and access control requirements.* Support and manage mobility devices (Android and Apple) including configuration, registration, issuance, SIM management, and maintaining accurate inventory and accountability in accordance with current policy.* Provide **enhanced technical support to VIP users**, including on-site visits, issue resolution, and follow-up actions; immediately notify the Work Site Information Management Officer (IMO) and Information Systems Security Manager (ISSM) of all VIP-related incidents.* Deliver user training on private industry mobile platforms (Android, Apple) and ensure all technicians maintain proficiency in supporting mobile operating systems and DISA-supported applications.* Maintain an accurate and up-to-date inventory of all hardware and software, including serial numbers, locations, custodians, and classification data within designated SharePoint repositories.* Provide advanced support for Video Teleconferencing (VTC) systems, including installation, configuration, maintenance, troubleshooting, and coordination of events across NIPR, SIPR, and MPE networks.* Maintain detailed VTC hardware/software inventories, tracking systems, and maintenance documentation as prescribed by the Work Site IMO.* Perform weekly system checks to verify equipment functionality and coordinate with the IMO for any maintenance actions that could affect warranty or service contracts.* Attend scheduled and ad hoc VTC sessions as directed to resolve unforeseen technical issues, including those occurring outside of normal operating hours, when required.* Simulate or recreate user problems to diagnose and resolve persistent or complex operating difficulties.* Interact with NEC, USAREUR, AESD, and other Army or DoD IT organizations to de-conflict technical requirements and ensure restoration of services.* Ensure all service requests, incidents, and resolutions are logged and tracked according to established ITSM and Army procedures.* Support compliance withDoD, Army, and Information Assurance (IA) standards, ensuring secure and efficient operations across all supported systems.**EDUCATION & EXPERIENCE:*** Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent military/technical experience).* Minimum of 8 years of progressive IT support experience in an enterprise or DoD environment, with at least 2 years in a senior help desk or system support role.**LICENSE & CERTIFICATIONS:*** IAT II Compliant**KNOWLEDGE & SKILLS:*** Advanced proficiency in Windows 11 Enterprise, Microsoft 365, Active Directory, and Azure.* Demonstrated experience with C4IM services and Army IT management tools.* Experience supporting VTC systems, including Cisco, Polycom, or equivalent platforms.* Strong knowledge of Army Europe, 2TSB, and AESD policies and processes preferred.* Excellent communication and customer service skills, with the ability to interface effectively with all levels of users including GO/SES personnel.**TRAVEL**: 15 % or More**SECURITY CLEARANCE**: Active Secret required**Intrepid Acquisition Holdings, LLC**Intrepid Acquisition Holdings, LLC. (IAH), is a leading provider of global-scale logistics, facilities management, and advanced professional and technical services. IAH provides a broad spectrum of services and solutions to U.S. and international government agencies, and organizations. As a world-class leader in providing seasoned program management, IAH leverages and integrates its capabilities to provide safe, innovative, and reliable solutions to meet customers' diverse and complex challenges.Intrepid Acquisition Holdings, LLC. (“IAH” and/or “Company”) and its affiliates, including but not limited to IAP World Services, Inc., Readiness Management Support L.C., JPATS Logistics Services, LLC., and subsidiaries is an EOE, including disability/vets.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.