Help Desk Specialist

Job Description

Job Description

Position :                             Information Management Officer Support (Help Desk Specialist)

Location: On-site

Clearance :                        Secret

About Us:  

MirLogic Solutions Corporation is a small business founded in 2008 and located in Alexandria, Virginia. MirLogic brings more than 30 years of multidisciplinary IT experience, technical expertise, and genuine leadership to each project.   

We are committed to our clients' successes, and we work closely with each client throughout the life of a project. Our dedication enables us to focus on our client’s need and deliver innovative IT solutions that truly address the challenges they face. MirLogic draws on the significant experience of highly skilled management and information technology consultants who can provide organizations with the ability to grow, adapt and transform to the target state. 

At MirLogic we offer Medical, Dental, Paid Time off, Holiday pay, Short- and Long-Term Disability, Life Insurance, 401K and a Commuter Expense.

Background:  

The Office of the Deputy Chief of Staff, G-4 (ODCS, G-4) serves as the principal military staff element responsible for Army logistics, sustainment, supply chain management, maintenance, transportation, facilities, and materiel readiness. The G-4 provides strategic logistics oversight, policy development, and operational support to ensure Army forces are equipped and sustained globally.

This position provides direct Information Management (IM) and Information Technology (IT) support to the ODCS, G-4 in executing enterprise logistics mission requirements in support of Army operations, modernization, and sustainment priorities.

Duties and Responsibilities : 

• Information Management & Customer Support
  1. Support the ODCS, G-4 Information Management Officer (IMO) for all IM and IT matters in classified and unclassified environments.
  2. Serve as liaison between ODCS, G-4 and Joint Service Provider (JSP) to ensure IT services, equipment provisioning, and performance requirements are met.
  3. Provide direct executive IT support to senior G-4 leadership and staff.
  4. Gather and analyze customer IT requirements in support of logistics operations and staff functions.
  5. Maintain continuity books, SOPs, and process documentation for G-4 IM operations.
  6. Support in/out processing of personnel using the User Account Request (UAR) system
  7. Submit and track tickets using Remedy (or current service management platform) and coordinate resolution with JSP.
  8. Participate in weekly Army 365 forums, HQDA IMO forums, and JSP customer meetings.
• Logistics IT Systems & Operational Support
  1. Provide IT support to G-4 directorates supporting logistics, supply chain, sustainment, transportation, and materiel readiness operations.
  2. Support enterprise applications used for logistics reporting, readiness tracking, and operational sustainment coordination.
  3. Coordinate software approvals through JSP Configuration Control Board (CCB), defending mission requirements and validating system compatibility.
  4. Assist with migration efforts, Windows updates, and enterprise system transitions impacting G-4 operations.
  5. Develop user Quick Start Guides for system migrations and operational updates.
• Hardware & Asset Management
  1. Work with ODCS G-4 Information Management Officer and DISA J6 to ensure continued functionality of all ODCS G-4 hardware, software, tokens, and certificates.
  2. Coordinate with DISA J6 (formerly JSP) and warranty vendors to sustain operations and maintenance of the ODCS G-4 printer fleet, including troubleshooting hardware issues, resolving errors, replacing consumables, and scheduling maintenance/repairs.
  3. Maintain accurate accountability of the G-4 printer fleet within the G-4 SharePoint Portal, tracking active/inactive status, warranty details, and equipment identification data.
  4. Coordinate with DISA J6 to review, approve/deny, and install customer-requested software; defend operational requirements during Configuration Control Board (CCB) reviews and validate hardware compatibility.
  5. Manage and maintain accurate accounting of enterprise IT software licenses (e.g., Microsoft Project, Visio, Power BI, Tableau, Oracle Suite, Adobe Creative Suite, Hyperion, SharePoint Designer, Visual Studio).
  6. Support execution of the G-4 Lifecycle Replacement (LCR) Plan for IT hardware supporting both local and remote personnel.
  7. Coordinate Windows version updates and enterprise migrations; assist with pilot testing, validate hardware compatibility, and ensure full user migration in accordance with DISA J6 guidance.
  8. Develop and distribute user-facing Quick Start Guides outlining system changes and migration impacts; track migration completion and report issues to DISA J6.
  9. Track and manage G-4 mobile device inventory (iPhones, iPads, Android tablets, Wi-Fi hotspots) and provide detailed transition and accountability reports to the Mobile COR.
  10. Serve as the Information Technology Directorate (ITD) Trusted Agent (TA) for G-4, processing Alternate Token, NEATS, SIPRNet token, and Mobile Code certificate requests; coordinate with Registration Authority (RA) and security officers to verify clearances and submit required documentation (DD2842).
• VTC & Collaboration Support. 
  1. Provide Video Teleconference (VTC) Facilitator support for classified and unclassified sessions.
  2. Schedule, establish, test, troubleshoot, and monitor VTC sessions.
  3. Conduct testing 30 minutes prior to scheduled sessions.
  4. Provide after-hours support as required.
  5. Support 15–20 sessions per month on average.
  6. Update VTC SOP documentation as needed.
• Policy & Compliance
  1. Ensure G-4 compliance with Army IT policy in accordance with AR 25-series regulations.
  2. Direct staff to hardware, software, and mobile device policies when issuing equipment.
  3. Assist leadership with audit readiness and IT accountability documentation.
  4. Support information assurance and cybersecurity compliance requirements.

Qualification(s):  

• Security+ Required
• Minimum 3-5 years of experience supporting DoD IM/IT operations
• Experience with UAR systems, PKI token management, and VTC systems.
• Remedy or similar ticketing platform experience
• Army 365/ SharePoint experience