Help Desk Supt Svcs Specialist - Intermediate - Tier 2

Global Communications Services; San Antonio (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Global Communications Services is seeking a seasoned IT support specialist to provide second-tier support for PC, server, or mainframe applications and hardware at JBSA Lackland, TX and AFCEC Tyndall, FL.

Under general supervision, you will interact with network services, implement internal controls, and escalate complex issues. DoD 8570 IAT Level II certification is required, with CCNA Security, CySA+, GSEC, or SSCP among acceptable credentials.

Qualifications

• Five (5) years of experience in computer system/network support.
• Five (5) years' experience with: PC Network, Windows OS and Active Directory.
• Two (2) years' experience managing an IT Client Support team.
• DoD 8570 certified at the IAT Level II minimum.

Responsibilities

• Provides second-tier support to end users for PC, server, or mainframe applications and hardware.
• Interacts with network services, and/or applications development to restore service and identify root cause.
• Escalates complex problems to senior level and recommends system modifications to reduce user problems.
• Provides inputs to the Government and implements process improvements.

Skills

Five years of experience in computer/…

Education

Some College Coursework Completed

Tools

CCNA Security

CySA+

GIC SP

GSEC

SSCP

IAT Level II

Job description

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Job Title

Job Type

Full-time

Education

Some College Coursework Completed

Experienced (Non-Manager)

Category

Information Technology

Job Description

• 4 positions Lackland, TX
• 5 positions Tyndall, Fl

Under general supervision, provides second-tier support to end users for either PC, server, or mainframe applications and hardware. Handles problems that the first tier of help desk support is unable to resolve. Interacts with network services, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends system modifications to reduce user problems. Escalates more complex problems to senior level.

The Candidate shall provide technical and management direction over the computer support technical services team.

The Candidate shall implement internal controls to ensure all elements of the IT department receive current and accurate information as required.

The Candidate shall ensure that queries on IT status are completed within a reasonable time.

The Candidate shall provide inputs to the Government upon request or when process flow improvement suggestions could possible ensure an increased and more streamlined workflow improvements.

Job Requirements

Five (5) years of experience in computer system/network support. Includes one year of specialized experience related to Hardware PC Technician.

Five (5) years' experience with: PC Network, Windows OS and Active Directory.

Two (2) years' experience managing an IT Client Support team.

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

• Oversees/manages the higher maintenance troubleshooting of Desktops/Laptops, printers, database connection issues and network connection issues, approximately 2,000 tickets annually at JBSA Lackland: approximately 500 tickets annually at AFCEC Tyndall.
• Manages internal schedule of the client support technicians.