Journeyman Help Desk Specialist Tier 1

US-TN-Tullahoma
# of Openings
1
Category
Information Technology
Agency/Project
AEDC
Job ID
2017-2170

Overview

OBXtek is an award winning Service Disabled Veteran Owned Small Business providing information technology and management services to the federal government. As the prime contractor on over 85% of its work, OBXtek is a leader in its field and has a robust corporate infrastructure that provides support for all of its programs.

The Arnold Engineering Development Complex (AEDC) is an Air Force Materiel Command (AFMC) base located on Arnold AFB in Tullahoma, TN with Geographically Separated Units (GSUs) in White Oak , MD and Moffett Field, CA. OBXtek has been contracted to provide Base Communications and Information Technology Services (BCITS), Network Operations (NetOps), Infrastructure, and Service Oriented Architecture (SOA) implementation and transformation services and solutions to AEDC and AEDC (GSUs).

Responsibilities

OBXtek is staffing for a Journeyman Help Desk Specialist who possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. Operates with appreciable latitude in developing methodology and presenting solutions to problems. Contributes to deliverables and performance metrics where applicable.

 

Baselines are as follows:

  1. Responds to and diagnoses problems through discussion with users.
  2. Ensures a timely process through which problems are controlled.  Includes problem recognition, research, isolation, resolution, and follow-up steps.
  3. Serves as focal point for customer concerns.
  4. Provides support to end users on a variety of issues.
  5. Identifies, researches, and resolves technical problems.
  6. Responds to telephone calls, email and personnel requests for technical support.
  7. Documents, tracks, and monitors the problem to ensure a timely resolution.
  8. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
  9. Simulates or recreates user problems to resolve operating difficulties.
  10. Recommends systems modifications to reduce user problems.
  11. Help desk coverage is 0630-1630, Monday thru Friday.
  12. The AEDC enterprise service desk supports networking, email, office automation, etc. for a population of approximately 2100 personnel with approx. 1200 calls per month. Local help desks liaise with the ESD and other AEDC organizations and contractors.

Tier 1: Services include: entering service requests into a Government provided tracking system (BMC Remedy), solving simple requests, triaging other requests and routing to appropriate back shop for maintenance.

 

Respond to all AEDC and manage customer service requests within the Government provided tracking system currently (BMC Remedy).

  • Document all AEDC trouble calls made into the service desk via various user contact mediums such as telephone calls, e-mail or web-based interfaces as trouble tickets.
    1. There are two categories of trouble tickets: Routine and VIP/Urgent/Critical.
    2. As its primary objective, the Help Desk seeks to restore normal service to standard operation as quickly as possible in order to minimize adverse impacts on customers, business operations and processes.
  • Receive, document, assign, troubleshoot, resolve, report, and track to completion all end user, workstation, and information network issues using a documented process.
  • Collect information for service requests through the Help Desk support management tool (i.e. BMC Remedy) and via telephone or e-mail as appropriate.
  • Respond to all problem calls and dispatch the appropriate category of support
  • Operate and maintain Help Desk software tools including problem management software, network management software and other related systems.
  • Also provide:
    1. Troubleshooting for IP and non-IP based desktop systems, Peripherals, Communications devices, operating systems, and desktop application software
    2. Installation of or assisting with installation of client-based desktop software
    3. Reporting security breaches
    4. Providing software application assistance for commonly used office automation applications purchased from standard AF support contracts.

 

Additional Help Desk personnel to support a Windows 10 deployment on base.  

 

Position is funded through 31 March 2018 with possible extension pending additional funding being made available.

Qualifications

BA/BS, preferred but Training from a Technical College in Information Technology or related-computer field is acceptable.

 

Candidate must be able to obtain and retain a Secret clearance.  Work can start pending a clearance with a favorable background check.

 

Understanding of Windows 10 and Microsoft Office Products.

 

CompTIA  A+ce or Security+ce certification is a plus or other DoD 8570.01M IAT Level I certification

 

Microsoft Certifications are a plus.

 

 

 

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