Helpdesk Specialist

A2 Federal; Augusta (GA); On-site; USD 38,000 - 52,000; Full time

Job summary

A2 Federal is staffing the central Scalable GEOINT Help Desk at Fort Gordon to support IGEA users enterprise-wide. The role provides 24/7/365 on-call analyst support and coordinates with remote CONUS/OCONUS sites to ensure timely service.

You will handle user inquiries via phone, chat, and email, document issues in JIRA, track progress, and work with hardware vendors on repairs, installations, and network configurations, while maintaining asset accountability.

Responsibilities

• Provide timely helpdesk support to IGEA users across the enterprise and serve on the 24/7/365 on-call rotation for analyst support.
• Provide customer support by telephone, chat, and email; describe customer needs accurately in JIRA and track request status on the appropriate network.
• Coordinate with organizations that use IGEA / ScalableGEOINT so their system requirements are reflected in priorities; identify support trends and recommend system changes.
• Coordinate IT equipment repairs with the client and hardware vendors; install fiber and copper cabling and configure network connections, directly and through patch panels.
• Answer user questions and resolve hardware and software problems in person, by phone, or electronically; run diagnostics and read technical manuals to resolve issues.
• Oversee daily performance of computer systems; set up equipment and install and perform minor repairs to hardware, software, and peripherals.
• Support accountability of IT equipment by location and serial number.

Job description

Staffs the central Scalable GEOINT Help Desk at Fort Gordon, which supports IGEA users across the enterprise and operates as an on-call entity for analyst support 24/7, 365 days a year, with support provided within two hours of a request. Coordinates with FSRs at remote CONUS and OCONUS sites.

RESPONSIBILITIES

• Provide timely helpdesk support to IGEA users throughout the enterprise and serve on the 24/7/365 on-call rotation for analyst support.
• Provide customer support by telephone, chat, and email; describe customer needs accurately in JIRA and track request status on theappropriate network.
• Coordinate with organizations that use IGEA / ScalableGEOINT so their system requirements are reflected in priorities; identify support trends and recommend system changes.
• Coordinate IT equipment repairs with the client and hardware vendors;install fiber and copper cablingand configure network connections, directly and through patch panels.
• Answer user questions and resolve hardware and software problems in person, by phone, or electronically; run diagnostics and read technical manuals to resolve issues.
• Oversee daily performance of computer systems; set up equipment and install and perform minor repairs to hardware, software, and peripherals.
• Support accountability of IT equipment by location and serial number.