IT Help Desk Customer Support Specialist

Job Duties and Responsibilities: IT Help Desk (Tier 1 - Unclassified)
Customer Support and Communications Focal Point

1. Respond to customer-submitted support requests received via telephone, email, in-person appointments, or the official organization ticketing system.

2. Serve as a Communication Focal Point for receiving, triaging, and assigning complex support requests to the correct specialized IT shop.

3. Perform basic account management tasks on unclassified networks, including unlocking user accounts, resetting passwords, and verifying NIPRNet user credentials.

Hardware, Software, and Peripherals

1. Troubleshoot end-user computing hardware and software related issues across a variety of unclassified equipment and systems.

2. Image, configure, and onboard new computers to supported unclassified enclaves in compliance with Air Force Standard Desktop Configuration guidelines.

3. Install, configure, and troubleshoot approved software applications on unclassified end-user computing equipment.

4. Install, program, and troubleshoot network printers, multi-function printers, and scanners on the unclassified network.

5. Provide Common Access Card and Public Key Infrastructure support, including troubleshooting card readers, publishing unclassified certificates, and resolving middleware issues.

Asset, Lifecycle, and Warranty Management

1. Manage all warranty claims for covered equipment from cradle to grave, which includes communicating with vendors, troubleshooting, submitting Return Merchandise Authorizations, and scheduling support visits.

2. Assist IT Asset Management System account custodians with the proper preparation, sanitization, and turn-in of end-of-life equipment to Defense Logistics Agency Disposition Services.

Security and Compliance

1. Obtain and maintain DoD 8570.01-M / 8140 baseline certification requirements (such as Security+) necessary to maintain privileged NIPRnet account access.

2. Ensure all newly imaged and deployed systems meet established unclassified security compliance standards and physical asset labeling requirements before distribution.

Minimum Education:

IM1 - Bachelor’s Degree in Business or related field OR substitution as described below.

IM2 - Bachelor’s Degree in Business or related field OR substitution as described below.

IM3 - Bachelor’s Degree in Business or related field OR substitution as described below.

Minimum Experience:

IM1- 0 years of experience

IM2- 0-3 years of experience

IM3 -3-10 year of experience

Security Clearance:

Must be able to obtain and maintain a Secret clearance