Help Desk Specialist - Lackland AFB

Position: Help Desk Specialist (position begins January 28,2025)

Reports To: Operations Manager/Supervisor

Department: LNOWS III

FLSA Status: Exempt

General Function

Providing technical assistance to computer users and answering and resolving computer problems for personnel related to the exact requirements of the Client Systems Support.

Major Activities (Typical Duties/Responsibilities)

• Open and close IT incident tickets (trouble tickets), resolve problems quickly and effectively, and shall notify customers within 24 hours with daily updates until completion.
• Manage/administer user accounts (create, modify, reset, unlock, delete), administer organizational accounts (create, disable, delete), and administer distribution lists and security groups (create, delete).
• Configure network and stand-alone printers, add/delete computers to/from the domain, configure network interface cards, create computer names, install and image computers, clear security logs, coordinate with outside agencies on network administration issues, and provide computer support both remotely and at customer's locations.
• Create and issue logon token cards and modify group account membership and permissions.
• Maintain workstations, printers, and handheld IT devices to include physical preventive maintenance, vulnerability/patch management, Security Technical Implementation Guides (STIG) reviews/audits, and license management of software in use.
• Maintain electronic software libraries and physical software media in accordance with current government guidance.
• Support the government's equipment custodian in managing hardware on the 502 CS IT Hardware Inventory.
• Adhere to locally established change management procedures to ensure an orderly process for system configuration changes.
• Shall track all assigned work, trouble tickets, and workflow in Government AIS.

Skills/Abilities

• Basic knowledge of government programs working within Government network rules and guidelines.
• Very good verbal and writing skills.

Minimum Education & Experience

• Active Top Secret/SCI security clearance
• Two (2) years of experience in clearing and sanitizing IT equipment that has been exposed to a classified environment in preparation for turn into the Defense Logistics Agency.
• Qualified in the administration of the current and/or previous Windows OS with 2 years of experience or be a Microsoft Certified Professional with 1 or more years of experience.
• In-depth technical knowledge with 4 years of experience in the installation, maintenance and repair of network client/workstation hardware, printers, and other peripheral equipment.
• In-depth technical knowledge and 4 years of experience in the installation, configuration, documentation, operation and maintenance of Microsoft client operating systems, applications, and 3rd party software.
• Very good working knowledge and 2 years of experience in Microsoft applications.

Physical Requirements

Regularly required to stand; use hands to finger, handle, or feel; and reach with hands and arms. This job involves moving, bending, squatting, and walking. The employee will be required to lift and/or move up to 10 pounds frequently and occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Required Contacts

• SysCom, Inc. staff, executives, and management.
• Serves as liaison between department and other departments as well as with outside customers, regulatory personnel, and organizations, etc.

Equal Opportunity Employer: Disability/Veteran