Help Desk Specialist I.

Answering and remediating trouble calls during business hours for approximately 30 resident students, 53 ISG faculty and staff and 25 support contractors.

-Answering all Tier 1 calls, create and remediate Tier 1 tickets, escalate issues to Tier 2 as appropriate and remediate all Tier 2 escalations.

-Experience with generating help desk tickets in the NPS Ivanti Service Desk system.

• Support technologies including computer hardware and software, computer assisted information retrieval, data communication networks, local area networks and technology interfaces.

-Determine if equipment is covered by warranty or maintenance contract and process accordingly.

-Remove and replace defective hardware components. Perform all upgrade of hardware to include memory, fixed storage, and installation of network interface cards (NIC).

-Troubleshoot and resolve conflicts between ISG operating requirements and NPS/DSCA software, systems, applications, hardware/devices, and operating systems.

-Keep customers informed on request status and progress. Perform trend analysis on common and recurring issues.

-Ensure the integrity and availability of all ISG computer and mobile computing systems by patching and updating ISG network connected systems.

-Monitor, maintain and service ISG Local Area Network (LAN) and ensure access to LAN by ISG faculty and staff.

-Update and maintain Operating System and application software at least monthly and whenever critical security updates are available.

• At least one year experience installing, operating, maintaining and troubleshooting various computer operating systems (Windows, Mac, Linux, iOS, Android, etc.), as well as experience in various techniques, requirements and methods, including systems management software concepts and functions in order to install, maintain, and repair computer hardware and software.
• All support personnel must possess “CompTIA Security+” or other acceptable cybersecurity workforce certifications as required in DoD 5270 at the IAT-2 level -or- obtain certification within 12 months of being assigned to the contract.