Help Desk Coordinator/Inter - Tier 1

Global Communications Services; San Antonio (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

Global Communications Services is seeking a Help Desk Coordinator/Inter-Tier 1 to support DoD-related IT operations in Texas (and Florida). The role focuses on user training, issue resolution, and proactive system support for a large user base and equipment fleet.

Ideal candidates have 2+ years in PC/network support, Windows OS, and Active Directory, plus DoD 8570 IAT Level II certification. This full-time position involves onboarding and ongoing support across multiple sites.

Qualifications

• Two years of computer system/network support experience.
• Two years’ experience with PC Network, Windows OS and Active Directory.
• DoD 8570 certified at the IAT Level II with CCNA Security, CySA+, GSEC, Security+ or SSCP.

Responsibilities

• Provide user training for hardware/software products and supports 2,200+ users and 5,000 devices.
• Identify and resolve hardware, software, and network malfunctions.
• Perform routine hardware/software maintenance and printer servicing.
• Submit and track Remedy tickets to 502 CS and ensure detailed problem resolution.

Skills

Customer support

Windows OS

Active Directory

Education

Some College Coursework Completed

Tools

Remedy ticketing system

Job description

Help Desk Coordinator/Inter - Tier 1 - (24)

Job Title

Help Desk Coordinator/Inter - Tier 1

Job Type

Full-time

Education

Some College Coursework Completed

Experienced (Non-Manager)

Category

Information Technology

Job Description

• 10 position in Texas
• 1 position in Florida

The Candidate shall provide user training for hardware/software products; identifies problems and resolves hardware/software/network malfunctions; performs minor hardware/software/network maintenance such as board replacement, cable switching, communication assistance, hardware (printers) installation/replacement; interfaces with mainframe, LANs, Networks, provides analysis support for such requirements. The Candidate shall provide support to over 2,200 users and 5,000 pieces of equipment.

The Candidate shall conduct on-the job orientation, demonstrates how to operate equipment, loads new software releases, and assists functional users with any system problems they may encounter.

The Candidate shall perform Start Up, Power Off, Shutdowns and Power Failure Recovery procedures when required.

The Candidate shall operate the computer consoles, following prescribed scheduled work sheet instructions. Responds to basic console message error halts and report unusual occurrences to appropriate personnel. Isolates causes of machine stops or malfunctions and initiates corrective action to fix and prevent future problems.

The Candidate shall monitor and respond to hardware, software, and network problems on both NIPR and SIPR utilizing hardware and software testing tools and techniques.

The Candidate shall provide customer assistance support in setting up computers and/or installing software packages, when required. This includes loading the most current SDC image prior to assigning to a user.

The Candidate shall install and test VPN capability and ensure laptops are tested to ensure wireless capability is installed and operational.

The Candidate shall replace toner, fuser and transfer kits in printers.

The Candidate shall submit and track Remedy tickets (or current method) to the 502 CS for troubleshooting outside their realm.

The Candidate shall update all tickets assigned to him/her with full description of problem, and complete resolution.

Job Requirements

• Two (2) years of experience in computer system/network support. Includes one year of specialized experience related to Hardware PC Technician.
• Two (2) years’ experience with: PC Network, Windows OS and Active Directory.
• Shall be DoD 8570 certified at the IAT Level II at a minimum IAW AFMAN 17-1303, para 3.2.1.2, which includes CCNA Security, CySA+, GIC SP, GSEC, Security+, or SSCP.

Estimated Workload

• Keeps stock/maintains printer paper/toner maintenance, provides a toner inventory monthly.

Provides touch maintenance of Desktops/Laptops, approximately 1,000 tickets per year