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Help Desk Mid

Help Desk Mid
Description
USSOCOM's mission is to ?Provide fully capable Special Operations Forces \(SOF\) to defend the United States and its interests and synchronize planning for global operations against terrorist networks\.? As a member of our team, you will partner with SOF military and civilian members to directly support this mission by providing world\-class Information Technology services and support that connect over 60,000 users around the world\.
Job Description
The Help Desk Mid provides support to users in resolving problems using help desk center tools\. The responsibilities of the help desk mid may also include support in the area of electronic email, account creation and maintenance, standard desktop applications and applications developed by the Government\. The Help Desk Mid\. must have a demonstrated ability to communicate exceptionally well both orally and in writing, as well as have a positive customer service attitude\.
Typical Duties
Creating and implementing knowledge based articles to support troubleshooting and resolution of common user issues
Creating and maintaining network user accounts using Active Directory Users and Computers
Resolving user issues with desktop applications, network connectivity, email and other IT services using remote desktop applications and deskside
Using the USSOCOM Incident Management Process, Change Management Process and Asset Management Process to record, track, and resolve user issues
Generating reports from systems of record \(to include Remedy Smart Reporting\)
Qualifications
Education:
Two \(2\) years of college and five \(5\) years of directly related experience in a Novell Netware, or NT environment, or a combination of education, certifications \(Novell CNE, Microsoft MSSE or equivalent are preferred\) and relevant experience for a total of seven \(7\) years\. Progressive relevant training and/or certification in appropriate discipline may be substituted for one \(1\) year of the education or experience requirement\.
Required Experience:
5 years of IT experience, examples of which are:
Background in information systems development
Background in Network Operations
Background in application performance within a client/server environment
3 years of specialized experience, examples of which are:
the management of help desks in a multi\-user environment
a comprehensive understanding of PC Operating systems
a working knowledge of network and electronic mail operations
prior supervision of help desk personnel\.
Required Certification: Employment is contingent upon keeping required certifications current
DOD 8570 IAT Level I or higher
Work Environment:
Work will be performed inside a large facility\. An inside environment may be a cubicle \(considerations: close quarters, low to moderate noise, bright or dim lighting\)\. Work assignments vary based on client requirements\. Position may require night and weekend work\.
Physical Requirements:
Sitting at desk\. Phone use and PC or laptop\. Filing required\. May require lifting and carrying boxes of supplies or files up to 25 lbs\. Extended periods of sitting while on PC/laptop or phone\.
Equipment and Machines:
General office equipment, which includes: telephone, fax machine, copier, PC/laptop, and other miscellaneous office equipment\. Servers, switches, routers and other computer equipment that supports the network environment\.
Attendance:
Work assignments dependent on requirements by the client\. It is important to be able to work at least 8 hours a day for 5 days per week \(Monday through Friday\)\.
On\-Call or after hours support may be required
Travel:
Continental and Oversees travel may be required\. It is important to maintain a current passport\.
Other Essential Functions:
Candidate must exhibit a professional behavior that promotes teamwork, fosters cooperation, and enhances productivity in the workplace\. Must be well organized with the ability to coordinate, prioritize and execute multiple tasks simultaneously in a high\-pressure environment\. Ability to communicate verbally and in writing to work effectively with a variety of government, military and contractor personnel at all levels\. Must be able to interface effectively with individuals at all levels of the organization\. Grooming and dress usually business casual, but dependent on client?s standards\. Must not pose a safety hazard to employees working in the same general area\.
The position for which you are applying for requires a US government security clearance\. This is to advise you, that should you be extended an offer, if you possess a dual citizenship \(i\.e\., citizen of the US and another country\), in order to be granted a clearance you will be required to relinquish your citizenship in the foreign country\.
Jacobs is an Equal Opportunity/Affirmative Action Employer\. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other characteristics protected by law\. Jacobs is a background screening, drug\-free workplace\.
Primary Location United States\-California\-Coronado
Travel Yes, 10 % of the Time
Req ID: I2S0003QE


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