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IntrepidGS · 2 months ago

Sr Help Desk Support Specialist

McLean, VA

Full-time

Onsite

Senior Level, Lead/Staff

8+ years exp

IntrepidGS is a leading provider of global-scale logistics and advanced professional services. They are seeking a Sr Help Desk Support Specialist to provide second-tier technical support for end-users, ensuring uninterrupted service delivery across various IT environments and coordinating with Army IT support organizations.

Defense & Space

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Provide management and oversight of the cross-functional help desk service support team

Provide second-tier technical support for desktop, laptop, and networked systems (NIPRNET, SIPRNET, MPE, and Closed Restricted Network (CRN)) including hardware, software, printers, and multi-function devices

Troubleshoot, repair, and configure computer systems, peripherals, and software applications in compliance with Army IT policies and standards

Manage user, service, and group accounts, as well as computer objects in Active Directory (AD) and Microsoft Azure, ensuring compliance with all security and access control requirements

Support and manage mobility devices (Android and Apple) including configuration, registration, issuance, SIM management, and maintaining accurate inventory and accountability in accordance with current policy

Provide enhanced technical support to VIP users, including on-site visits, issue resolution, and follow-up actions; immediately notify the Work Site Information Management Officer (IMO) and Information Systems Security Manager (ISSM) of all VIP-related incidents

Deliver user training on private industry mobile platforms (Android, Apple) and ensure all technicians maintain proficiency in supporting mobile operating systems and DISA-supported applications

Maintain an accurate and up-to-date inventory of all hardware and software, including serial numbers, locations, custodians, and classification data within designated SharePoint repositories

Provide advanced support for Video Teleconferencing (VTC) systems, including installation, configuration, maintenance, troubleshooting, and coordination of events across NIPR, SIPR, and MPE networks

Maintain detailed VTC hardware/software inventories, tracking systems, and maintenance documentation as prescribed by the Work Site IMO

Perform weekly system checks to verify equipment functionality and coordinate with the IMO for any maintenance actions that could affect warranty or service contracts

Attend scheduled and ad hoc VTC sessions as directed to resolve unforeseen technical issues, including those occurring outside of normal operating hours, when required

Simulate or recreate user problems to diagnose and resolve persistent or complex operating difficulties

Interact with NEC, USAREUR, AESD, and other Army or DoD IT organizations to de-conflict technical requirements and ensure restoration of services

Ensure all service requests, incidents, and resolutions are logged and tracked according to established ITSM and Army procedures

Support compliance with DoD, Army, and Information Assurance (IA) standards, ensuring secure and efficient operations across all supported systems

Qualification

Windows 11 EnterpriseMicrosoft Active DirectoryMicrosoft 365Microsoft AzureVideo Teleconferencing (VTC)C4IM servicesCustomer service skillsAndroidAppleIT support experienceCommunication skills

Required

Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent military/technical experience)

Minimum of 8 years of progressive IT support experience in an enterprise or DoD environment, with at least 2 years in a senior help desk or system support role

IAT II Compliant

Advanced proficiency in Windows 11 Enterprise, Microsoft 365, Active Directory, and Azure

Demonstrated experience with C4IM services and Army IT management tools

Experience supporting VTC systems, including Cisco, Polycom, or equivalent platforms

Strong knowledge of Army Europe, 2TSB, and AESD policies and processes preferred

Excellent communication and customer service skills, with the ability to interface effectively with all levels of users including GO/SES personnel

Active Secret required