Tier 2 Service Desk with Security Clearance

MUST HAVE AN ACTIVE COMPTIA SECURITY + CERTIFICATION & DOD SECRET/TOP SECRET CLEARANCE
The candidate(s) must be able to assist local and remote users with complex IT-related issues and support daily IT operations. The successful candidate(s) must possess solid interpersonal skills in addition to high technical aptitude. Position is designated as "Mission Essential". Responsibilities include, but are not limited to:

• Provides user support and troubleshooting as part of a 24 / 7 support team

• Serves as the single point-of-contact (POC) for IT interruptions o Initial response to incoming incident and request tickets escalated from Comm Focal Points, Base Comm Squadrons, NOS, and system-generated actionable events
o Responsible for patching and upgrades for remediation of vulnerabilities
o Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues in response to AF Help Desk Tickets

• Provide accurate, detailed, and timely updates to tickets and projects

• Respond to assigned incident tickets and update or close upon resolution

• Monitor the network, applications, configurations, server configurations, netflows, logs, device tracker, virtualization, database performance, storage performance, and patch management

• Identify, document, and resolve end-user issues/problems encountered on network/computing equipment

• Executes and participates in System Acceptance Testing

• Coordinate with Service Desk Manager for performance of asset inventory, hardware orders, equipment movement, and shipping needs

• Adhere to strict Information Systems security guidelines in all cases.

• Implement appropriate processes for data protection, disaster recovery, and failover procedures

• Able to communicate effectively at all levels of the organization, with internal or external customers, in written and oral format

• Other project support as needed Education and Certifications

• Associates degree in Information Technology Computer Science or equivalent 2 - 3 Years of relevant experience

• Certifications desired: A+, Network+, or CompTIA Security+ CE etc. DoD 8570 Certified
Qualifications and experience

• Experience using Remedy and SolarWinds.
• 2 years of experience supporting end-users of networked computers (laptops/desktops)

• Strong interpersonal and organizational skills while working within a team environment

• Strong troubleshooting and problem-solving skills

• Knowledge of Active Directory

• Minimum of 3 years of progressive experience in a call center/service desk environment

• Microsoft Word, Excel, PowerPoint, and Outlook, Adobe CC

• Must have a DoD Secret Clearance