Secret Cleared Help Desk

This position is high visibility and responsible for providing Tier 0, 1, and eventually higher tiered systems support, incidence response, and escalation supporting the US BICES-X Coalition Support Service Desk. In addition, position requires attention to detail and ability to adapt to changing environment., * Provides polite, professional, and responsive customer service. Provides daily face to face support to US Military and Civilian personnel as well as NATO's Military, NATO Partner Nations, International Students and Host Nation Civilians.

• Provides first contact and incident resolution to customers with hardware, software, and application problems. Attempts to resolve as many incidents as possible during the first contact, or at Tier I. Efficiently escalates detailed incidents to higher Tier II or Tier III as required.
• Provides end-user software troubleshooting and support remotely.
• Provides follow-up actions with customers to ensure resolution of incidents or requests.
• Remotely configures and upgrades computer software.
• Provides guidance and work leadership to less experienced technicians and may have limited supervisory responsibilities.
• Comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
• Analyzes customer needs to determine functional and cross-functional requirements.
• Manages the functionality and efficiency of a group of computers running on one or more operating systems.
• Maintains the integrity and security of systems.
• As required, supports users with completing requests for deployment of new services.
• Maintains system documentation.
• May provide desk side support to users.
• Develops and monitors policies and standards for allocation related to the use of computing resources.
• Provides advice and training to end-users.
• Maintains current knowledge of relevant technologies as assigned.
• Participates in special projects as required.
• Adheres to the principles, methods, and techniques used in network administration and support.
• Maintains/enhances knowledge of related hardware and software.
• Requires professional certification in one or more specific technologies, depending on job assignment.
• This position requires shift work, which could include nights, day, or afternoon shifts in addition to weekends and holidays.

Secret Clearance 3 years of experience Active Directory (AD), Help Desk Support, IT Service Management (ITSM) Must meet DoD 8570 requirements and be eligible for IAT level II access upon hire for positions with elevated privileges. Requirements include possessing and maintaining active Security Plus CE certification and computing environment training certificate. Computing environment training must be completed within 2 weeks of being hired., * 3 years of experience required.

• BA/BS degree - may substitute additional years of experience.
• Must possess and maintain a Secret Clearance.
• Must meet DoD 8570 requirements and be eligible for IAT level II access upon hire for positions with elevated privileges. Requirements include possessing and maintaining active Security Plus CE certification and computing environment training certificate. Computing environment training must be completed within 2 weeks of being hired.
• Must have good team working skills since this position entails coordinating with many different work centers.
• Must have good and professional customer relationship skills.
• 2 + years of experience with common IT infrastructure services to include DNS, DHCP, and troubleshooting connectivity issues., * Experience supporting multinational customers preferred.
• Experience operating in deployed environments preferred.
• Experience with user, administrative, and service account creation and management.
• Experience with direct customer support for both internal and external customers.
• Experience with Server STIGs, patching, Tenable, ACAS, SCCM, and IAVA vulnerabilities.
• Experience with Group Policy, and Windows PowerShell.
• Experience with Multiple OS' and Scripting Languages
• Experience with the principles, methods, and techniques used in Microsoft Server 2008, 2012, AND 2016 administration, troubleshooting and support.
• Experience with implementing and maintaining systems documentation.
• Experience with developing training for both internal and external customers.
• Experience with managing, monitoring, and responding to key server infrastructure alerts.
• Experience with ServiceNow, SCCM, Exchange, and IDPA technologies.
• Experience with VMWare, Horizon View, and other virtualization technologies.
• Experience working with military customers.
• ITIL Foundations v4 certification preferred

• While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion.