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Senior Computer User Support Specialist (Help Desk Lead) with Security Clearance

Company: Computer World Services Corp
Location: Alexandria
Posted on: March 28, 2020

Job Description:

Job Description Job Description Perform comprehensive enterprise IT Support Service functions for Incident Management, User Account Management, Access Management, Problem Management, Request Fulfillment and a variety of IT ad hoc requests for the US Coast Guard (USCG) Secret Internet Protocol Router Network (SIPRNET). Utilize the USCG ticketing system (BMC Remedy---) to properly document and respond to all incidents, service requests, updates, patches, configuration changes, and maintenance IAW applicable USCG process guides, policies and procedures. Candidate must be willing to work a variety of shifts, including holidays as scheduled. Key Tasks and Responsibilities * Perform initial troubleshooting for user issues including web applications. * Analyze SIPRNET infrastructure monitoring tools and notify team lead and/or shift supervisor of alarms affecting government designated critical SIPRNET applications and infrastructure. * Configure and troubleshoot SIPRNET chat configurations. * Monitor SIPRNET chat rooms and respond to customer support requests. * Create/configure/add/delete user accounts and reset passwords. * Create and configure DISA Enterprise Email mailboxes. * Provision SIPRNET user email boxes with and provide guidance to users. * Install approved software remotely or using Microsoft System Center Configuration Manager (SCCM). * Conduct periodic remote restarts and client health checks for SIPRNET workstations and servers. * Escalate unresolvable issues to the appropriate team within CGCYBER or DISA. * Dispatch local support when needed. Job Requirements Education & Experience * Minimum 4 years of experience working in customer service * Demonstrated experience providing technical support to analyze, test, and troubleshoot the following: * Microsoft Windows operating systems * Microsoft office applications * Microsoft active directory * Commercial off-the-shelf (COTS) and Government off-the-shelf (GOTS) Software * Hardware, including workstations, peripherals, and servers * Must have Excellent written, verbal, and presentation communications skills. * Candidate must be willing to work a variety of shifts, including holidays as scheduled. Certifications * Candidate must possess DoD 8570 IAT Level II certification (CompTIA Security+ CE or equivalent) * ITIL Foundation certification is desired Security Clearance * US Secret (T3) or higher security clearance is required (may start work with Interim Secret) Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.) * None EOE AA M/F/Vet/Disability EEO is the Law: www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf

Keywords: Computer World Services Corp, Alexandria , Senior Computer User Support Specialist (Help Desk Lead) with Security Clearance, IT / Software / Systems , Alexandria, Virginia

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