IT Service Desk Intermediate

Intelligence Analysis San Diego, California


Description

About the Job

  • The IT Service Desk is the single service entry point for all customers supported by the 614 ACOMS.
  • The IT Service Desk is a component of the 614 ACOMS Communications Focal Point, which provides direct operational communications support to the JSpOC, 14 AF, and JFCC SPACE.
  • Shift in providing 24 hour IT Service Desk
  • Monitor the IT Service Desk phone and e-mail accounts and provide telephone customer support as needed..
  • Maintain situational awareness on all networks, core services, and C4ISR systems and will report all degradation/outages exceeding 5 minutes regardless of cause, to appropriate government personnel in accordance with approved procedures.
  • Maintain situational awareness of critical infrastructure components required for safe operation of all networks, core services, and C4ISR systems.
  • Provide customers with account services such as: new account provisioning, password resets, account permission modifications, and account removal.
  • Provide customers with notifications of real-time network, core services, and C4ISR system changes as well as pre-coordinated scheduled outages.
  • Open, assign, track, and prioritize incident ticket numbers for discrepancy status, resolution, and reporting.
  • Document all reported incidents, events and actions taken from Network Infrastructure, System Administration, Video Teleconferencing, A/V Tech Support, and Client Systems Technicians within an electronic master station log (MSL).
  • Provide basic troubleshooting for issues affecting on-duty personnel.
Minimum Qualifications

Clearance: 

  • Position requires a Top Secret (SCI Eligible) security clearance

Required Skills: 

  • 3+ years overall experience within the customer environment

Education:

  • Bachelor's degree in Business Administration or related field required; equivalent experience may be substituted for degree.

Certification Requirements:

  • MCSA - Win 7,8 or 10+
  • Security +
  • Comp TIA A+

Preferred Qualifications       

  • Knowledge of the the 614th Air & Space Communications Squadron (614 ACOMS) Mission Systems Flight in support of Air Forces Strategic SPACE, Commander Joint Functional Component Command SPACE, Headquarters 14th Air Force and the Joint Space Operations Center (JSpOC) is desirable.
  • Help Desk Institute (HDI)
  • ITIL v3 Foundations