Helpdesk Support Specialists

Ascension Federal Services Inc.; Augusta (GA); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

On-site work

On-call support

Job summary

Ascension Federal Services, Inc. is seeking candidates to support a Scalable GEOINT program by providing central helpdesk support to GEOINT users and coordinating incident resolution with field representatives across the enterprise.

Responsibilities include resolving hardware, OS, application, and connectivity problems, troubleshooting GEOINT tools such as SOCET GXP, and documenting requests in JIRA while coordinating repair actions with vendors.

Qualifications

• 5+ years in user and field support.
• Bachelor's degree or equivalent experience.
• Ability to work independently on advanced user problems.
• ITIL Foundation and CompTIA Security+ certifications.

Responsibilities

• Provide hardware, OS, application, and connectivity support.
• Troubleshoot GEOINT tools, including SOCET GXP.
• Document requests and resolutions in JIRA; coordinate vendor repairs.
• Install equipment, software, cabling, and maintain secure configurations.
• Participate in on-call coverage with a 24/7 mission and two-hour response.

Skills

Helpdesk support

Remote support

Incident coordination

Education

Bachelor's degree or equivalent experience

Tools

SOCET GXP

JIRA

Job description

Ascension Federal Services, Inc. (AFS) is seeking candidates to support a Scalable GEOINT program. Provide central helpdesk support to GEOINT users and coordinate incident resolution with field representatives across the enterprise.

Responsibilities

Resolve hardware, operating-system, application, and connectivity problems through hands-on and remote support.

Troubleshoot GEOINT tools, including SOCET GXP, and coordinate complex issues with engineers.

Document requests and resolutions in JIRA and coordinate repair actions with vendors.

Install equipment, software, cabling, and connections; maintain secure configurations and equipment accountability.

Participate in on-call coverage supporting the enterprise's 24/7 helpdesk mission and two-hour response requirement.

Required qualifications

5+ years in user and field support; bachelor's degree or equivalent experience. Extensive hands-on support experience and the ability to work independently on advanced user problems.

Required certifications: ITIL Foundation and CompTIA Security+.

Security and assignment requirements

Final Top Secret clearance required at start of work. This is a TS/SCI mission; SCI access is subject to customer requirements. Meet applicable cyber workforce certification and computing-environment training requirements before performance/privileged access.

On-site assignment; shift, weekend, on-call, and travel support may be required. Employment is contingent on contract award and position authorization.