Job Summary:
The Sr. Helpdesk Technician provides Executive Customer Support for all “VIP” tickets. They are also the point of escalation for the lower Tier support items which the lower level techs cannot close out without assistance. The Sr. Helpdesk Technician provides escalated Tier II-III technical support and account administration on NIPR and SIPR systems. They will serve as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems. Essential Duties:
Act as the primary point of contact for end users to provide ongoing support, monitoring, and lifecycle management of incident tickets.
Deliver comprehensive, end-to-end customer IT support to include transitioning, operating, maintaining, tracking, restoring, protecting, and backups.
Provide Service Desk customer support for all AFOSI computer networks and systems with an emphasis on customer services and call/ticket resolution at differing classification levels including controlled unclassified information, Secret, Top Secret, and Counter-Intelligence.
Document all trouble-shooting and customer interaction in the tracking system work log.
Recognize application and technical problem trends and provide mitigation plans in order to avoid future occurrence.
Notify customers when there is a change in ticket status or priority or when necessary to ensure good customer service.
Monitor tickets for trends and patterns indicating a significant outage or event and ensure affected customers are notified early and are updated regularly.
Field IA policy questions and independently research and answer user questions.
Perform the installation of equipment, connection of peripherals, and the installing/deleting of client level software and ensure all documentation is in accordance with AF and DoD policies, guidance, and directives. Implement client workstation software patches, security fixes, and service releases according to local instructions.
Manage and establish network user accounts. Support customer requests and troubleshoot including administrative and technical assistance for all aspects and types of workstations, mobile phones, tablets, Virtual Private Network (VPN), laptops, and tier one (1) troubleshooting of Video Teleconference (VTC) / Global Video System (GVS) issues prior to escalation.
The Sr. helpdesk technician shall ensure immediate attention and support is provided to the AFOSI Top Four (Executive tickets/issues). The Executive staff consist of the client Commander, Executive Director, Vice Commander, and Command Chief Master Sergeant. Will work with, report to, and complete tasking from ACT’s offsite project manager, in addition to the onsite project management resources.
Is required to maintain current contractual training requirements, as well as ACT training requirements. Minimum Experience, Education and Certification:
Active Top Secret Clearance (Required) with SCI Eligibility
CompTIA Security certified (Required)