Help Desk Supt Svcs Specialist - Intermediate - Tier 2 - Global Commerce and Services

• 4 positions Lackland, TX
• 5 positions Tyndall, Fl

Under general supervision, provides second-tier support to end users for either PC, server, or mainframe applications and hardware. Handles problems that the first tier of help desk support is unable to resolve. Interacts with network services, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends system modifications to reduce user problems. Escalates more complex problems to senior level.

The Candidate shall provide technical and management direction over the computer support technical services team.

The Candidate shall implement internal controls to ensure all elements of the IT department receive current and accurate information as required.

The Candidate shall ensure that queries on IT status are completed within a reasonable time.

The Candidate shall provide inputs to the Government upon request or when process flow improvement suggestions could possible ensure an increased and more streamlined workflow improvements.

Minimum Experience/Requirements

Five (5) years of experience in computer system/network support. Includes one year of specialized experience related to Hardware PC Technician.

Five (5) years’ experience with: PC Network, Windows OS and Active Directory.

Two (2) years’ experience managing an IT Client Support team.

Shall be DoD 8570 certified at the IAT Level II at a minimum IAW AFMAN 17-1303, para 3.2.1.2, which includes CCNA Security, CySA, GIC SP, GSEC, Security, or SSCP.

Estimated Workload

• Oversees/manages the higher maintenance troubleshooting of Desktops/Laptops, printers, database connection issues and network connection issues, approximately 2,000 tickets annually at JBSA Lackland: approximately 500 tickets annually at AFCEC Tyndall.
• Manages internal schedule of the client support technicians.