Help Desk I Support Service Specialist

Location: Redstone Arsenal, Huntsville, AL 35898

Clearance Level: Active DoD – Secret (Must Have)

Required Certification(s): None

**Selected applicants may be subject to a government security investigation and must meet eligibility requirements for access to classified information. **

Summary:

The Office of the Chief Information Officer (OCIO) provides Information Technology (IT) support to U.S. Army Portfolio Acquisition Executive (PAE) Fires, Program Executive Office Missile & Space (PEO M&S) which is a Continental United States (CONUS) organization. The OCIO provides centralized life cycle management, direction, guidance, and support for the acquisition, sustainment, maintainability, supportability, and implementation of the PEO, Information Mission Area (IMA). PAE Fires is an approved Data Center providing hosting to multiple organizations, Cloud Infrastructure as a Service (IaaS) and Cloud Platform as a Service (PaaS) throughout the US Army Acquisition community.

Duties: PAE Fires, PEO M&S

• Provides end user support, ticket response, resolution, and escalation for apps/SP.
• Responds to inquiries from computer users and assist in resolving IT problems.
• Diagnoses computer hardware and software issues.
• Responds to telephone calls and utilize the automated service desk to assist customers with computer/software problems.
• Diagnoses the nature of the problem and walk the customer through the problem-solving steps.
• Provides technical guidance in the utilization of computer hardware and software, including installation, operation, and troubleshooting.
• Must be proficient in the software and hardware used by the government.
• Must be able to readily provide guidance and resolve issues.
• Provides technical assistance support services, including receiving, logging, routing, resolving trouble calls, and follow-up reporting.
• Operates and provides technical assistance on computer equipment, including desktops, laptops, portable computers, high-speed printers, scanners, plotters, printers, and other specialized computer equipment.

Education:

• 1-year relevant experience

Technical Certifications:

• General User (No certifications required)

Non-Technical Skills:

• Good communicator, professional, strong multi-tasker.