HELP DESK SPECIALIST - APP L1 - USSF 24/7 OPS

Priority Dispatch Corp.; Lompoc (CA); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a Help Desk Specialist to join their dynamic team. This role is pivotal in providing first-point troubleshooting for technical issues, ensuring effective communication with clients, and maintaining high service standards. The ideal candidate will have a strong background in IT support, with the ability to resolve a variety of hardware and software issues while documenting actions in a ticketing system. With a focus on customer satisfaction and a commitment to excellence, this position offers an exciting opportunity to contribute to a supportive and innovative work environment. If you are passionate about technology and customer service, this role is perfect for you.

Benefits

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) match

Paid time off

Parental leave

Flexible spending accounts

Short-term disability

Long-term disability

Qualifications

• 2+ years of experience troubleshooting IT issues.
• Proficient in operating system fundamentals and hardware maintenance.

Responsibilities

• Provide first point of contact for technical issues and escalate as needed.
• Document actions in the Jira Service Desk and assist with installations.

Skills

Troubleshooting IT hardware and software

Effective communication

System restoration

Ticket management using Jira Service Desk

Education

Associate's degree in computer science

Tools

Jira Service Desk

Job description

Job Details

Job Location: Vandenberg SFB - Lompoc, CA

Position Type: Full Time

Salary Range: Undisclosed

Job Shift: Day

Job Category: Information Technology

Description

THIS POSITION IS CONTINGENT UPON CONTRACT AWARD

JOB SUMMARY: MCSG is seeking a Help Desk Specialist to provide first-point troubleshooting for technical issues, including account resets, system restores, and network access problems. The individual resolves basic issues, documents actions in Jira Service Desk, and escalates complex issues to higher-level support. Effective communication with clients and users is essential. The role also involves assisting with system installations and reporting ticket status. Work Schedule: Must be willing to work flexible shifts including nights, weekends, and holidays for 24/7 support. Location: This position is on-site at Vandenberg SFB, CA.

PRIMARY DUTIES:

• Provide first point of contact to identify, document, track, and resolve technical issues and/or determine when the issue should be escalated. These tasks may include but are not limited to:
  • Account/password resets
  • Simple restores
  • Initiate or assist with system restores and roll back procedures, as required
  • End of shift reporting
  • Identify trends or issues that may be resolved with self-service training and/or procedures.
• Facilitate effective communication to ensure all interactions with client and users are clear and positive.
• Answering user network resource application questions and resolving associated problems.
• Analyze issues and provide first call resolution to general classified and unclassified network and access issues and problems associated with government workstations and devices.
• Use client’s IT ticketing management tool(s) to create and assign trouble tickets for network, workstation, laptop, printer, and other IT issues.
• Document issues by creating, updating, reviewing, and concluding actions in the Jira Service Desk (ITSM) system.
• When required, escalate troubleshooting issues to either Tier 2 or Tier 3 teams or other technical support organizations when appropriate for further resolution.
• Assist with coordinating and participating in installation and renovation projects.
• Assist with gathering information to report ticket status to Help Desk Supervisor and the PM for reporting to the COR and other government staff.
• Support the customers' annual exercises, planned monthly relocations, and unplanned real-world events, as needed.

REQUIREMENTS:

• 2+ years of direct experience troubleshooting IT hardware and software issues.
• Proficient in operating system fundamentals.
• Experience performing desktop, laptop, and printer maintenance tasks.

PREFERRED QUALIFICATIONS: Experience with the US Air Force’s Kobayashi Maru software products (ATLAS, IRIS, Osiris) and/or WarpCore (Data as a Service).

RELEVANT EXPERIENCE: 2+ years of direct experience troubleshooting IT hardware and software issues.

EDUCATION/CERTIFICATION: Associate's degree in computer science, information technology, or similar field.

SECURITY CLEARANCE: Top Secret/SCI clearance.

Qualifications

ABOUT US: At MCSG Technologies, we believe the path to success begins by empowering our employees to do what is best for our customers. This helps create value for our customers and business partners through efficiencies and cost-effective relationships that are built on trust, while delivering on-time and within budget. Our company ethos is simple: Empowered to serve our customers, our communities, our colleagues. If you would like to learn more, please visit our website at www.mcsgtech.com or find us on Glassdoor.

BENEFITS OFFERED: Medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, EAP, parental leave, paid time off, holidays and more. Learn more about MCSG Technologies benefits: https://www.mcsgtech.com/benefits/.

COLORADO'S EQUAL PAY ACT: In compliance with Colorado's Equal Pay for Equal Work Act; MCSG Technologies considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, and key skills.

EOE STATEMENT: We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability status, protected veteran status or any other characteristic protected by law.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION: The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant...

EXECUTIVE ORDER 14042 ENSURING ADEQUATE COVID-19 SAFETY PROTOCOLS: The United States government may require that all employees, plus all contract employees performing services on behalf of the federal government, be fully vaccinated against COVID-19. In accordance with EO 14042, MCSG Technologies may require that all employees with MCSG Technologies be fully vaccinated against COVID-19.