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.The job responsibilities include, but are not limited to:

• 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.

• Active, in-scope US Government issued Top Secret clearance with SCI eligibility.

• Due to the nature of the work and contract requirements, US Citizenship is required.

• DoDM 8140 Information Assurance Technical (IAT) Level 2 or higher.

G ENERAL EXPERIENCE:

• 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., + 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.