What are the responsibilities and job description for the Helpdesk Specialist position at A2 Federal?
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 the appropriate network.
Coordinate with organizations that use IGEA / Scalable GEOINT 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.
,
Required Skills
Minimum 5 years of experience in user and field support.
Bachelor's degree or equivalent experience.
A senior role for top-level user support, requiring extensive experience and the ability to operate independently in the field, providing hands-on assistance.
ITIL Foundation and CompTIA Security certifications.
Active Final TOP SECRET clearance at start of work, with eligibility for SCI access.
DoWM 8140.03 baseline certification at start of performance; CE certification or certificate of training in the relevant technology before privileged access to Government systems.
,
About A2 Federal
A2 Federal is dedicated to augmenting the United States' national security efforts, domestically and abroad. We specialize in intelligence, language, and information technology/cyber services to support the Department of Defense, the Intelligence Community, and other agencies across the federal government.
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 the appropriate network.
Coordinate with organizations that use IGEA / Scalable GEOINT 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.
,
Required Skills
Minimum 5 years of experience in user and field support.
Bachelor's degree or equivalent experience.
A senior role for top-level user support, requiring extensive experience and the ability to operate independently in the field, providing hands-on assistance.
ITIL Foundation and CompTIA Security certifications.
Active Final TOP SECRET clearance at start of work, with eligibility for SCI access.
DoWM 8140.03 baseline certification at start of performance; CE certification or certificate of training in the relevant technology before privileged access to Government systems.
,
About A2 Federal
A2 Federal is dedicated to augmenting the United States' national security efforts, domestically and abroad. We specialize in intelligence, language, and information technology/cyber services to support the Department of Defense, the Intelligence Community, and other agencies across the federal government.