Helpdesk Support Specialist III
$80,000–$105,000 year
On-siteAberdeen Proving Ground, Maryland, United States
Job Summary
Operate as the single point of contact for Tier 1 and Tier 2 helpdesk operations during 0700-1800 hours, reviewing service requests, support calls, and providing weekly metrics to the government lead. Identify and resolve complex technical issues across operating systems, including computer imaging, profile creation, application installation, and hardware/software upgrades. Address printer maintenance, connectivity, and setup, while maintaining accountability for mobility devices and software licenses. Provide alternate Information Management Officer support for NIPR/SIPR accounts, workstation setup, and Defense Enterprise Provisioning Online backups. Troubleshoot DREN systems, network issues, and telecommunications requirements, ensuring alignment with STIG security requirements. Submit local service requests and manage customer tickets through the ticketing system, converting escalations to Remedy as needed.
Required Qualifications
- Bachelor's degree in IT, Computer Science, or related field
- 5+ years of technical support experience
- 2+ years in Tier 2/3 support role
- Required certifications including Security+ CE
- TS/SCI with CI Poly
- Must be a U.S. Citizen
- Ability to perform repetitive motions with the hands, wrists, and fingers
- Ability to engage in and follow audible communications in emergency situations
- Ability to sit for prolonged periods at a desk and working on a computer
Desired Qualifications
- SecurityX / CASP+
- CCNP Security
- CISA
- FITSP-O
- GICSP
- SSCP
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