Help Desk Support Service Specialist

Information Technology JBSA Ft Sam Houston, Texas Job ID: 2017-525


STG, Inc. has an immediate opportunity for a Help Desk Support Service Specialist in San Antonio, Texas!

Job Description

  • Deliver interoperable and integrated standard common user office automation desktop software as approved for use by the Army Golden Master program. 
  • Provide on-site desktop, software, and peripheral support for NIPRNET and SIPRNET customers 
  • Report significant outages and/or customer issues to appropriate government management personnel. 
  • Resolve desktop problems via Remote Control; add/delete accounts and reset passwords as needed; assist with Information Assurance Vulnerability Alert (IAVA) remediation. 
  • Install, configure, troubleshoot, relocate, and repair desktops, Personal Digital Assistant (e.g. Blackberry) devices, printers and multifunction devices. 
  • Identify network problems impacting users and work with appropriate Tier II or III administrators to quickly restore optimum service. 
  • Troubleshoot WIFI and GFE provided broadband devices and VPN connectivity. 
  • Utilize network monitoring tools such as Solarwinds to monitor and proactively respond or alert appropriate support personnel. 
  • Submit daily systems reports and contact next level of support to escalate unresolved problems. 
  • Utilize automated incident tracking systems to record work orders. Provide technical customer support. 
  • Configure, diagnose, reload, utilize troubleshoot and repair all MS Windows based laptops and desktops, MS Windows Office 2013 applications, NCES products (DCO Connect Online), instant messaging applications, WI-FI, and AirCard applications. 
  • Utilize Active Directory tools to manage and create objects in MS Server 2003-2008. Utilize remote tools to connect to remote desktops. Applications include SCCM 
  • Assist users during briefings and events with all collaborative tools such as Google Earth, DCO Connect Online, Portals, and alert systems. 
  • Be required to perform 24 X 7 shift work in support of operational IT related mission/after duty hours on call/emergency requirements.

  • In-depth knowledge of the most recent version of Microsoft Operating System, Microsoft 
  • In-depth knowledge of Office applications (e.g. Win7, Microsoft Office Professional 2013), and other common desktop applications such as Adobe Acrobat, VISIO, Tumbleweed; ability to quickly learn unique GOTS applications. 
  • Knowledge and experience communicating desktop support concepts to technical and non-technical personnel; ability to develop technical documents and produce system design documentation. 
  • IAT Level II (Security+CE, SSCP or equivalent) baseline certification required.
  • MS Desktop Support Technician or equivalent certification w/in 180 days.  
  • Required to perform 24 X 7 shift work in support of operational IT related mission/after duty hours on call/emergency requirements.

  • Secret with SSBI
  • IT-I<strong