Help Desk Support Specialist

PZI International; Wiesbaden; On-site; USD 46,000 - 70,000; Full time

Job summary

PZI Group in Wiesbaden, Germany is hiring a full-time Help Desk Support Specialist to support NIPR/SIPR desktops, laptops, printers, and scanners in an enterprise setting. The role requires active SECRET clearance, US citizenship, and a German work visa; relocation is required and not remote.

You will manage AD accounts, assist with Windows 10, and support ITSM tickets, VIP requests, and mobility tasks (iPhone).

Qualifications

• DoD Directive 8570.1 baseline IAT II (Security+)
• Experience with Windows 10 desktops in an enterprise setting
• Ability to create/modify AD user and computer accounts, Groups and properties

Responsibilities

• Provide basic C4IM service and support for end-users
• Support NIPR/SIPR desktops, laptops, printers & scanners
• Process NIPR, SIPR & VPN account requests
• Maintain AD user and computer accounts
• Enter daily work in ticketing system and ITSM
• Install/Configure Army NIPR/SIPR images on computers
• Perform hardware/software moves, adds, changes
• Support VTC and mobility (iPhones)
• Produce weekly/monthly status reports
• Deliver high customer satisfaction and visit customer sites as needed

Skills

Windows 10

Active Directory Administration

Customer service

Strong communication

ITSM ticketing

VIP ticket handling

Mobility administration (iPhones)

VPN & NIPR/SIPR knowledge

Education

Security+ certification

Tools

ITSM ticketing system

Job description

PZI Group is looking to hire a full-time Help Desk Support Specialist at IMCOM -E HQ to be located in Wiesbaden, Germany. We are looking for a self-starter with demonstrable experience in the fielding, management, configuration, repair and system program aspects of hardware desktop support in an enterprise setting. Demonstrable experience in Windows 10 Professional, Microsoft Active Directory and Storage Area Network (SAN) administration. Active SECRET clearance required. Must be a US citizen (Non-TESA status) and possess a German resident visa or German work visa. This is not a remote position: relocation will be required.

Primary Tasks will include: Provide basic Command, Control, Communications, Computers and Information Management (C4IM) Service and Support. Support end-users with Microsoft Windows NIPR/SIPR desktops, laptops, printers & scanners. Process NIPR, SIPR & VPN account requests. Primary point of contact for processing VIP 119/trouble tickets. Maintain NIPR and SIPR Microsoft Active Directory (AD) user and computer accounts by creating, modifying, and updating properties or groups. Coordinate with the ETNOSC AD Team or the ESD, as necessary, to troubleshoot issues. Includes creating or updating existing 119/trouble tickets. Enter daily work in an internal contractor ticketing system and ITSM. Install and configure Army NIPR/SIPRNet images on computers. Perform hardware/software additions, moves, and changes. Support VTC requirements as necessary (setup meetings, monitor, troubleshoot). Participate in mobility administration as needed by the organization (iPhones). Analyze system faults, troubleshoot, and run diagnostic tests on hardware to detect problems. Provide weekly and monthly status reports documenting work performed. Customer Relationship: Maintain a high level of customer satisfaction by clarifying and exceeding customer requirements. Visit customers' offices to support the customers as necessary. Respond to service, product, technical, and customer questions. Excellent communication and customer service skills.

Education and Experience Required (per DoD Directive 8570.1) Baseline: IAT II (Security+). Computing Environment Windows 10. Experience Level:2 Years Desired Knowledge and Skills: Knowledge of system administration and technical practices to resolve customer IT problems. Ability to demonstrate good oral, written, and telephone communication skills. Ability to build and maintain relationships with customers, peers, and support partners. Active Directory Administration. Windows Desktop Support and MS Office Support.