Trace Systems Inc. · 14 hours ago
Helpdesk Specialist II
Sumter County, SC
Full-time
Onsite
Entry, Mid Level
2+ years expTrace Systems Inc. is committed to supporting and defending national security interests. They are seeking a Helpdesk Specialist II to provide Tier 1 technical support and manage various IT-related tasks to ensure smooth operations within the AFCENT Combined Air Operations Center.
Defense & Space
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Provide Tier 1 technical support (performing initial trouble ticket/call prioritization, diagnosis, analysis and troubleshooting and resolution of basic client hardware and software issues)
Provide Tier 1 hands-on support to users on the AOC/CAOC floor
Provide solutions over the phone or remotely when feasible, and coordinate with and escalate tickets to back shops/other functional areas for support and resolution when required
Follow-up with end-users on status, and verify problem resolution prior to trouble ticket closure
Create and manage organizational and user accounts and assign, modify, and delete passwords and user privileges IAW AFCENT guidance
Manage SIPR PKI program
Coordinate on Firewall Exemption Requests (FERs)/Bluecoat Exemption Requests (BERs)
Maintain the CFP status display systems to remotely monitor and track status of all systems, networks and connections, including internal and external links and circuits
Serve as focal point for ASIs and time change order/item (e.g., NOTAMs, TCTOs, TCNO, MTO, CCO and CTO) management, processing, tracking and status reporting across all network enclaves
Maintain status tracking applications/tools; create, update, and coordinate status reports and presentation slides (i.e., COMSTATs, SITREP, etc.); and brief AFCENT leadership to provide situational awareness on outages/failures
Add, move and change client hardware and software to meet end user data, voice, mobile, and video needs
Provide system support to clients operating on the network/domain
Configure client level software, modify software configuration, and perform basic configuration management functions
Ensure notification of unit Equipment Custodian of any hardware relocation and equipment problems; Install equipment IAW AFCENT and SPIN-C directives
Assist with installing, testing, and accepting new systems according to the terms of the purchase contract and instructions
Periodically review the organization's needs for computer resources and validate computer equipment requirements
Promote user awareness concerning unauthorized or illegal use of computer hardware and software
Implement client workstation software patches, security fixes, and service releases according to local instructions
Add, move and change client hardware and software to meet end user data, voice, mobile, and video needs
Provide system support to clients operating on the network/domain
Configure client level software, modify software configuration, and perform basic configuration management functions
Ensure notification of unit Equipment Custodian of any hardware relocation and equipment problems
Install equipment IAW AFCENT and SPIN-C directives
Assist with installing, testing, and accepting new systems according to the terms of the purchase contract and instructions
Periodically review the organization's needs for computer resources and validate computer equipment requirements
Promote user awareness concerning unauthorized or illegal use of computer hardware and software
Implement client workstation software patches, security fixes, and service releases according to local instructions
Perform e-mail management and assist users with creating PSTs and moving official emails to electronic file plans; Assist with the tracking and management of OEM/COTS licenses, warranties, service level agreements renewals for client equipment and software; and
Support O&M of deployable communications suites (e.g., Executive Communication Kits (ECK), including equipment set set-up, tear-down, troubleshooting
Qualification
Required
Active, in-scope US Government issued Secret clearance
Due to the nature of the work and contract requirements, US Citizenship is required
DoDM 8140 Information Assurance Technical (IAT) Level 2 or higher
Responding to help desk tickets and resolving technical issues for hardware, software, and network systems
Providing support for operating systems (Windows, macOS, Linux) and common software applications
Diagnosing and resolving connectivity problems, including LAN/WAN and VPN issues
Assisting end-users with system logins, password resets and account management
Associates degree in Computer Science or related field; or 2+ years' IT Help Desk Support experience, and 2+ years' of experience in Computer/IT hardware support (experience may be concurrent)
Company
Trace Systems Inc.
Trace Systems Inc.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Kenneth Hilton
COO
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