Helpdesk Specialist

The Helpdesk Team at Fort Gordon is the central help desk for GEOINT analysts across the Scalable GEOINT / IGEA enterprise, supporting users worldwide by phone, chat and email. The team responds within 2 hours, provides 24/7/365 on-call support, and coordinates with Field Service Representatives at CONUS and OCONUS sites. At the Senior level, team members work independently and provide hands-on, top-level user support., · Provide help desk support to IGEA users by phone, chat and email within 2 hours of request; take part in 24/7/365 on-call rotation (C.5.5) · Document user needs and track requests in JIRA and ServiceNow; spot support trends and recommend system changes (C.5.4, C.5.5.1) · Answer user questions and resolve hardware, software, OS, email and printing issues in person, by phone or remotely (C.6.3.5.1, C.6.3.5.5) · Set up user equipment, install cabling, operating systems and software; perform minor hardware repairs (C.6.3.5.3, C.6.3.5.6) · Install fiber and copper cabling and configure network connections locally and in remote data centers, including through patch panels (C.5.5.2) · Coordinate equipment repairs with the customer and hardware vendors (C.5.5.2) · Track IT equipment by location and serial number; dispose of end-of-life equipment through the Army supply system (C.5.5.3) · Read technical manuals, run diagnostics and monitor daily system performance (C.6.3.5.2, C.6.3.5.4) · Act as the link between remote FSRs and the central help desk; support GEOINT tools such as SOCET GXP and ArcGIS (C.5.1.2, C.5.5.4) · Coordinate with organizations that use IGEA so their requirements are reflected in system priorities (C.5.5.1)

Help Desk, Software Development, Compensation and Benefits, Help Desk, Leading Edge Technology, On Call, Geospatial Intelligence (GEOINT), On Site Support, Customer Support/Service, Atlassian JIRA, · 5+ years of user and field support experience · Bachelor’s degree, or equivalent experience · Ability to work independently and provide hands-on support · ITIL Foundation certification · CompTIA Security+ (also meets the DoD 8140/8570 baseline requirement) · Active Final Top Secret clearance, SCI eligible · Willingness to work shifts, weekends and on-call

Desired qualifications

· Experience with JIRA and ServiceNow ticketing · Experience supporting GEOINT applications (SOCET GXP, ArcGIS, ENVI) · Windows and RHEL desktop support in a classified (SIPR/JWICS) environment · Experience with Government property accountability

iQuasar offers a comprehensive benefits program including various options in these plans:

• Medical, Dental, Vision Insurance
• Paid Holiday/Annual/Sick/Personal Leave
• Short-Term/ Long-Term Disability Insurance
• Disability Insurance
• Life Insurance
• Employee Stock Ownership Program (ESOP)
• Generous 401(k) Company Plan
• Education Assistance
• Professional Development Programs Reimbursement

iQuasar is seeking to fill the Helpdesk Specialist position in Fort Gordon, GA. At iQuasar, we strive to provide the next generation of cutting-edge technologies. Our growth means exciting career opportunities for talented professionals in engineering, software development, and other key areas. We offer competitive compensation and benefits including Health, Vision, and Dental Insurance, matching 401k plan, and other benefits given below, excellent training, and a vibrant working environment. Our employees are exceptional, giving us a competitive advantage by innovating solutions with a strong sense of mission and integrity.