Helpdesk Specialist II

Trace Systems is actively recruiting for a Helpdesk Specialist II to support the AFCENT Combined Air Operations Center (CAOC) contract in Shaw AFB, SC., Provide Tier 1 technical support (performing initial trouble ticket/call prioritization, diagnosis, analysis and troubleshooting and resolution of basic client hardware and software issues); Provide Tier 1 hands-on support to users on the AOC/CAOC floor; Provide solutions over the phone or remotely when feasible, and coordinate with and escalate tickets to back shops/other functional areas for support and resolution when required; Follow-up with end-users on status, and verify problem resolution prior to trouble ticket closure; Create and manage organizational and user accounts and assign, modify, and delete passwords and user privileges IAW AFCENT guidance; Manage SIPR PKI program; Coordinate on Firewall Exemption Requests (FERs)/Bluecoat Exemption Requests (BERs); Maintain the CFP status display systems to remotely monitor and track status of all systems, networks and connections, including internal and external links and circuits; Serve as focal point for ASIs and time change order/item (e.g., NOTAMs, TCTOs, TCNO, MTO, CCO and CTO) management, processing, tracking and status reportingacross all network enclaves; Maintain status tracking applications/tools; create, update, and coordinate status reports and presentation slides (i.e., COMSTATs, SITREP, etc.); and brief AFCENT leadership to provide situational awareness on outages/failures; Add, move and change client hardware and software to meet end user data, voice, mobile, and video needs; Provide system support to clients operating on the network/domain; Configure client level software, modify software configuration, and perform basicconfiguration management functions; Ensure notification of unit Equipment Custodian of any hardware relocation and equipment problems;Install equipment IAW AFCENT and SPIN-C directives; Assist with installing, testing, and accepting new systems according to the terms of the purchase contract and instructions; Periodically review the organization's needs for computer resources and validate computer equipment requirements; Promote user awareness concerning unauthorized or illegal use of computer hardware and software; Implement client workstation software patches, security fixes, and service releases according to local instructions; Add, move and change client hardware and software to meet end user data, voice, mobile,and video needs; Provide system support to clients operating on the network/domain;Configure client level software, modify software configuration, and perform basicconfiguration management functions; Ensure notification of unit Equipment Custodian of any hardware relocation andequipment problems; Install equipment IAW AFCENT and SPIN-C directives; Assist with installing, testing, and accepting new systems according to the terms of thepurchase contract and instructions; Periodically review the organization's needs for computer resources and validatecomputer equipment requirements; Promote user awareness concerning unauthorized or illegal use of computer hardwareand software; Implement client workstation software patches, security fixes, and service releasesaccording to local instructions; Perform e-mail management and assist users with creating PSTs and moving officialemails to electronic file plans;Assist with the tracking and management of OEM/COTS licenses, warranties, service level agreements renewals for client equipment and software; and Support O&M of deployable communications suites (e.g., Executive CommunicationKits (ECK), including equipment set set-up, tear-down, troubleshooting.Other duties as required., * Responding to help desk tickets and resolving technical issues for hardware, software, and network systems.

• Providing support for operating systems(Windows, macOS, Linux) and common software applications.
• Diagnosing and resolving connectivity problems, including LAN/WAN and VPN issues.
• Assisting end-users with systme logins, password resets and account management.

• Active, in-scope US Government issued Secret clearance.
• Due to the nature of the work and contract requirements, US Citizenship is required.
• DoDM 8140 Information Assurance Technical (IAT) Level 2 or higher., * Associates degree in Computer Science or related field; or 2+ years' IT Help Desk Support experience, and 2+ years' of experience in Computer/IT hardware support (experience may be concurrent).

Trace Systems Inc. was founded to support and defend our nation's security interests at home and abroad-- whenever and wherever. We provide enterprise IT, engineering, full life-cycle communications, cybersecurity, cloud and virtualization services and solutions to the United States Department of Defense and other federal agencies.