What are the responsibilities and job description for the Help Desk Manager position at GC Associates USA?
Position Title: Help Desk Manager
Customer: US Army Reserve 9th Mission Support Command (MSC)
Location: Ft Shafter, Hawaii
Clearance Required: Secret or Top Secret (preferred)
GC Associates USA (GCA) Website: Home - GC Associates USA (gcassociates-usa.com)
GCA Email for application information: contactgca@gcassociates-usa.com
*Contingent upon contract award*
GC Associates (GCA) is currently seeking a Help Desk Manager (Ft Shafter Flats) for a potential contract to provide support to the US Army Reserve 9th Mission Support Command (MSC) Command, Control, Communications, Computers and Information Management (C4IM) Service and Support.
The 9th MSC G6 manages all C4IM missions and C4IM Service and Support for the US Army Reserve (USAR) in the Pacific. The 9th MSC G6 provides direct C4IM support to the 9th MSC Headquarters and staff elements, Direct Reporting Units (DRU) on network functions pertaining to Operations and Plans, Network Operations, and Unified Communications. Strategic, tactical, and base sustaining C4IM support during peacetime and contingent operations are executed in support of all USAR units in the Pacific. The 9th MSC provides mission command sustainment through the Pacific LandWarNet (PLWN) for assigned and attached USAR units and personnel as a Direct Reporting Unit (DRU) and senior USAR Headquarters to the Commander and US Army Pacific (USARPAC). Any loss of access to the PLWN or its critical applications and services will severely degrade operations and mission in support of the 9th MSC Mission throughout the Pacific Theater of Operations (PTO).
Qualifications:
- 8 years of experience
- Providing IT support services,
- Troubleshooting both hardware and software
- Utilizing tiered Help Desk approach
- Work ticket tracking solutions (Altiris Help Desk, Remedy),
- Extensive help desk personnel management experience ensuring high service level agreement (SLA).
- Experience in
- Troubleshooting in mixed environments (SIPR, NIPR, CENTRIX, STAMIS, etc.)
- Servers
- Mobile devices
- A/V equipment
- Active Directory
- Extensive working knowledge of
- OS delivery methods (Altiris DS, SCCM, etc.)
- USARC specific applications servers (RCAS, RLAS, DMO)
- Troubleshooting command specific applications (ITRS, iPerms, DTS)
- IAT Level II (per DoD 8570.1).