12 Jul
Helpdesk Manager
Vacancy expired!
- Provide Tier I, II, and III operations support
- Provide phone, remote and on-site support for government personnel including desktop hardware and software, common IT services, and government specific applications
- Input trouble calls into the government’s ticket tracking system and ensure all relevant information is gathered and documented
- Escalate trouble tickets when required by service desk processes to either Tier 2, Tier 3, or appropriate team/individual
- Provide follow-up service to end-users to ensure that service provided by the Help Desk has addressed their needs in a timely and efficient manner
- Shall assign Trusted Agents (TA’s) responsible for issuing alternate tokens and PINs to government personnel when required
- Shall fully document call resolution and ensure all notes are maintained in the ticket tracking system and Knowledge Base articles are published
- Maintain existing and when required create new SOPs in support of this objective for common Help Desk processes and activities
- Respond to requests for network account modifications to include but not limited to account creation, configuration, deletions, and password/PIN resets
- Develop and maintain a computer image library, which includes but is not limited to desktop, laptop, tablet and thin client computers with government system images
- Perform computer re-imaging, assist users with data backup and restore, and installation of software applications
- Shall assist with the set-up of IT in training classrooms and conference rooms as required
- Shall identify, troubleshoot, remediate, and document and perform and after-action review(AAR) for all system outages.
- Perform the manual installation of approved software, software patches, and security updates to client systems when required
- Perform troubleshooting of incidents and issues on approved software applications, computer systems, printers, scanners, and other approved connected peripherals
- Shall monitor logs and automated systems for government IT system outages and incidents affecting multiple end users and initiate incident response procedures
- Provide configuration management support
- Test, deploy, and maintain all DMEA approved software
- Apply STIGs, updates, and patches following established government processes and within designated timelines
- Shall work as part of IT project teams and perform project related tasks
- Shall assign System Administrators (SAs) responsible for requesting, installing and maintaining DoD certificates on IT systems
- Shall implement DoD trained Registration Authorities (RAs), Local Registration Authorities(LRAs) and Key Recovery Agents (KRAs) to manage the organizations PKI program which includes but is not limited to the approving, suspending, recovering and revoking of DoD certificates
- Shall coordinate with Tier Level for all system, development, and software changes impacting end user support and update help desk SOPs as appropriate.
- BS in Computer Science or equivalent
- Certification in IAT Level I &II as per DoD 8570.01-M
- CompTIA Security+
Vacancy expired!