Role : Help Desk Support Service Specialist - Associate

Location : Carlisle Barracks, PA

Education / Certifications : Assoc-Tech degree preferred (not required); Minimum HS Diploma or GED; Relevant Help Desk Certifications; ITIL Certification

Years of Experience : At least 2 years of relevant work experience

Clearance Level & Investigation : Interim Secret (requires U.S. citizenship)

IA Cert Level (DoD 8570.01) : IAT 1

Job Description :

• Answer user phone calls and enter help desk tickets.
• Diagnose and solve low-level user problems / issues.
• Respond to and diagnose a wide range of problems.
• Maintain call logs and escalate problems to analysts.
• May be responsible for reporting.

Additional Responsibilities :

• Provide and manage technical, IT-based Service Desk to serve as single POC for all customers.
• Utilize and maintain Government-provided ticketing system to log, track, and manage helpdesk requests, ensuring timely resolution, accurate reporting, and effective communication with end-users.
• Service Desk on-site and operational from 0700 through 1700 hours, Monday through Friday, to provide general-purpose help through phone, e-mail / web, and walk-in;

off hour and weekend support may be required as needed.

• Customer Service Support may include Tiers 0, I, and II support, depending on Customer.
• Service Desk provides 24x7 On-Call emergency response.
• Assist in relocation, movement, coordination, and recovery of lent equipment at Customer installation in support of equipment failure, Customer travel, and temporary use for special projects.
• Maintain accountability over all loaned equipment; use Government-provided Asset Requests system to manage loan requests and track accountability.
• Support in- and out-processing of incoming / outgoing staff, faculty, and students.
• Draft, implement, and execute formal and informal IM / IT training to installation Customers.
• Provide training within Customer’s requested timeframe, or when new equipment, software, or features added to existing capabilities.
• Coordinate, design, and implement and provide training in Microsoft templates for Strategy Research Requirement (SRR) and other student curriculum requests.
• Prepare, issue, and receive temporary and permanent Mobile Devices; analyze / provide reporting of Mobile Device usage;

maintain database of device allocations and maintain hand receipts for all issued devices.

• Support administration tasks for Office 365.
• Reset passwords for users when necessary.
• Open and manage service requests and monitor health of tenant services.
• Interact with customers directly, either through phone, email, chat, or in-person, to aid in resolving or escalating IPTV service issues.
• Maintain accurate records of customer interactions, service requests, and resolutions.
• Provide training sessions or user guides to Customers, helping them understand how to use IPTV service effectively and troubleshoot common issues on their own.
• Support maintenance of sufficient stock of items to supply reasonable day-to-day operations.
• Support procurement of materials for special projects identified on approved List of Materials with funding identified for special projects.
• Support establishment of audit trail accounting for usage of parts.
• Note parts used to restore service on trouble calls on Trouble Ticket Section in work order.

Last updated : 2024-06-20