IT Service Desk Specialist - Level I - Lackland

Got the Government Contractor Blues? Looking for a company that cares and goes beyond just filling another contract billet? Well, look no further! Experience this family-oriented company that takes pride in you and will help you grow where your passions lie. Holding many Defense & Federal government contracts around the globe, with Systems Plus, you have the opportunity to take on new and evolving challenges, aim beyond what you think you are capable of, and work in collaborative, dynamic, and high-tempo environments. Our employees are our most valued asset, and we invest in our people because we are in it for the long term. We are committed to your success and well-being and offer competitive benefits packages, salaries, bonus/award programs, and a high potential for professional growth and job opportunities worldwide. Systems Plus is the company for you! Experience the difference, and let’s talk about your future at Systems Plus today. Position Title IT Service Desk Specialist – Level I – Lackland Position Type Full-Time, Onsite Position Location Lackland, TX Tracking Code 01236 Daily Responsibilities Serve as the primary point of contact for customer engagement, delivering real-time responses to inquiries through multiple channels including telephone support, in-person assistance, and live chat services. Monitor and triage tickets (incidents, cases, and requests) that have been assigned to the site (e.g., routed from the DHA GSC or initiated by local users), and complete work orders within the applicable MTF knowledge base article processes. Provide hardware support including but not limited to on-site touch-labor, troubleshooting, integration, configuration, and installation of authorized hardware, software, and peripherals. Assist with all required equipment staging, burn-in, installation, testing and documentation. This shall include setup of systems, and integration testing and/or troubleshooting for all Government equipment or devices approved for use in network/systems areas supported at DHA site locations. Ensure there are processes in place to allow for regular and frequent communication with the GSC to allow for queue management, including resolution and closure of Tier 2 tickets, and escalation of tickets outside of Tier 2 based on evaluation and triage, as necessary. Provide physical inventory management and equipment relocation services to ensure the proper tracking, movement, and setup of IT assets for Mobile Blood Lab. These services include, but are not limited to: Full-lifecycle IT Support for all mobile blood drives and Temporary Duty (TDY) assignments Daily data upload and download procedures across 3 mobile tactical servers to maintain operational synchronization Manage, configure, and maintain local middleware and Laboratory Information Systems (LIS) to ensure uninterrupted clinical data transmission Oversee and track all System Authorization Access Request (SAAR) forms and manage user provisioning for LifeTrak systems, as well as manage access control lists and permissions on join/shared network drives Monitor and maintain Authority to Operate (ATO) documentation and compliance packages for all clinical analyzers and core IT systems Conduct routine security tracking, vulnerability monitoring, and compliance reporting to align with institutional cybersecurity frameworks. Coordinate LifeTrak validation, upgrade, and testing lifecycle, and manage ongoing system maintenance post-release. Maintain, update, and troubleshoot a fleet of 8 to 30 mobile mission laptops, and oversee the preventative maintenance, troubleshooting, and supply replenishment for all network printers, mobile printers, and barcode scanners Coordinate with the assigned Equipment Custodian to assist with property book accountability and hand receipts, and manage a strict check-in/check-out process to account for all in-house laptops and workstations Other duties as assigned. Degree and Certifications: Education: High School Diploma or G.E.D. Certifications: IAT I and CE Required Experience: 2 years of experience demonstrating the required proficiency. Required Clearance: No clearance needed. Applicant must obtain and maintain favorable suitability adjudication. About Systems Plus Systems Plus is headquartered in Rockville, MD with over 2 decades of experience providing Global Enterprise Management, Technology, Engineering and Professional services and solutions across Defense and Federal Civilian government sectors. From Discovery to Delivery, Systems Plus brings a greater measure of confidence, commitment and value to our clients. With various Defense and Federal contracts across the United States, Europe and Pacific/Asia, we are driving innovation and excellence within the Special Operations Forces Components and Commands, Defense Health Agency, United States Air Force, United States Marine Corps, National Institute of Standards and Technology, House of Representatives and more. Through our diverse portfolio of clients and capabilities we power vision and insight—discover what’s possible with a Small Business that thinks BIG! #J-18808-Ljbffr Systems Plus, Inc.