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Systems Plus is the company for you! Experience the difference, and let’s talk about your future at Systems Plus today.
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Position Title
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IT Service Desk Specialist – Level II – PETERSON
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Position Type
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Full Time, Onsite
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Position Location
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Peterson AFB, CO
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Tracking Code
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01121
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Daily Responsibilities
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- Serve as the primary point of contact for customer engagement, delivering real-time responses to inquiries through multiple channels including telephone support, in-person assistance, and live chat services.
- Professionally communicate with customers while being able to breakdown technical information for customers to understand.
- Answer questions, analyze problems and provide technical assistance.
- Direct calls that do not belong to the site back to Tier 1.
- Monitor and triage tickets that have been assigned to the site.
- Monitor/track the IT Service Desk queue and complete work orders within the applicable MTF knowledge base article processes.
- Ensure there are processes in place to allow for regular and frequent communication with the GSC to allow for queue management, including resolution and closure of Tier 2 tickets, and escalation of tickets outside of Tier 2 based on evaluation and triage, as necessary.
- Escalate complex technical issues to appropriate group
- Support end user service requests for computer software installation as needed.
- Provide desk-side and remote user assistance to resolve software and hardware problems that cannot be resolved remotely. The main categories of desk-side support are LAN, WAN, wireless LAN, software, hardware, network, administrative, and special projects.
- Maintain workstation/laptop operational baselines and cybersecurity compliance through established processes and procedures that include situational or periodic risk reviews to meet current Enterprise standards.
- Provide hardware support including but not limited to on-site touch-labor, troubleshooting, integration, configuration, and installation of authorized hardware, software, and peripherals.
- Assist with all required equipment staging, burn-in, installation, testing and documentation.
- Deploy end-user system images to new workstations/laptops per DHA approved imaging practices.
- Support local assets, new technology acquisition, and life cycle management for desktops, laptops, tablets, printers, VTC, mobile devices, and other IT hardware through Life-Cycle-Management.
- Supports inventory management, and Defense Reutilization Marketing Office disposal IAW established guidance of site.
- Support system administrator functions.
- Adhering to standard best practices to support configuration management using the DHA asset management system.
- Support formal configuration baselining processes as defined and managed by Enterprise Configuration Managers for ensuring that hardware and software revisions are fully documented.
- At the direction of the Government Task Manager, use the Change Management module to assist with the monitoring, maintenance, and enhancement efforts of CIs to ensure:
- All work product, to include systems, infrastructures, and services defined by the Government Task Manager as CIs and included in CMDB received or generated by a project or DHA Support Group or Agency are adequately documented, stored, and managed
- All changes and associated downtimes are documented and scheduled for release per local site requirements.
- Provide oversight and management of administrative accounts within the Site and Support Location’s OUs. Services shall include Joint Directory Services and electronic messaging, AD services, PKI, SharePoint, and Endpoint Monitoring.
- Provide reporting for and/or inputs into Monthly Progress Report; Emergency Situation Report; information paper; After Action Report; Task Order Summary; Help Desk ticket reports; Risks / Mitigations; Lessons Learned / Opportunities / Recommend Actions; Weekly Briefing
- Maintain Performance Requirements and report metrics to program manager and/or site lead.
- Other duties as assigned.
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Required: Experience
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- 4 years of experience demonstrating the required proficiency.
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Required: Degree
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- Bachelor’s degree and/or equivalency.
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Required: Certification
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Required: Clearance
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- BI/Tier 3. Applicant must obtain and maintain a favorable suitability adjudication.
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