Helpdesk Specialist

Staffs the central Scalable GEOINT Help Desk at Fort Gordon, which supports IGEA users across the enterprise and operates as an on-call entity for analyst support 24/7, 365 days a year, with support provided within two hours of a request. Coordinates with FSRs at remote CONUS and OCONUS sites., * Provide timely helpdesk support to IGEA users throughout the enterprise and serve on the 24/7/365 on-call rotation for analyst support.

• Provide customer support by telephone, chat, and email; describe customer needs accurately in JIRA and track request status on the appropriate network.
• Coordinate with organizations that use IGEA / Scalable GEOINT so their system requirements are reflected in priorities; identify support trends and recommend system changes.
• Coordinate IT equipment repairs with the client and hardware vendors; install fiber and copper cabling and configure network connections, directly and through patch panels.
• Answer user questions and resolve hardware and software problems in person, by phone, or electronically; run diagnostics and read technical manuals to resolve issues.
• Oversee daily performance of computer systems; set up equipment and install and perform minor repairs to hardware, software, and peripherals.
• Support accountability of IT equipment by location and serial number.

• Minimum 5+ years of experience in user and field support.
• Bachelor’s degree or equivalent experience.
• A senior role for top-level user support, requiring extensive experience and the ability to operate independently in the field, providing hands-on assistance .
• ITIL Foundation and CompTIA Security+ certifications.
• Active Final TOP SECRET clearance at start of work, with eligibility for SCI access.
• DoWM 8140.03 baseline certification at start of performance; CE certification or certificate of training in the relevant technology before privileged access to Government systems.