Help Desk Support Service Specialist - Intermediate (TS/SCI Required)

Job Details Type of Requisition: Regular Clearance Level Required: Must Currently Possess: Top Secret/SCI; Must Be Able to Obtain: Top Secret SCI + Polygraph Public Trust/Other Required: None Job Family: SCA Job Summary Help Desk Support Service Specialist – Intermediate (TS/SCI Required). Provide second‑tier help desk support to end‑users for PC, server, mainframe applications and hardware while resolving issues that fall beyond first‑tier support and maintaining technical expertise to support Army Intelligence enterprise IT. Responsibilities Provide second‑tier help desk support for PC, server, mainframe applications, and hardware under general supervision. Resolve problems that first‑tier support cannot solve, collaborating with network services, software systems engineering, and applications development as needed. Simulate or recreate user problems to diagnose issues and recommend system modifications that reduce repetition of problems. Maintain current, high technical skill, escalating complex problems to senior level and providing first‑contact incident resolution for hardware, software, and application problems. Interact daily with customers to guide them on account requests, e‑mail, file access/storage, and other local procedures. Perform STIGs & IAVA implementation for system devices, imaging of systems, and CERP replacement as required. Execute Level I/II Active Directory functions such as unlocking, creating, and issuing accounts. Image computers and configure BIOS (e.g., SCCM/PXE boot). Provide DoD 1‑year experience and NOSC support, including problem resolution and incident tracking. Work onsite with customers, performing daily support and traveling 10‑25% of the time. Lift objects, reach, bend, kneel, and perform other moderately strenuous activities as required. Be willing to attain a CI Polygraph for certain positions as determined by the contract. Qualifications Associate’s degree. 7+ years of related experience. Knowledge of network and systems administration and support principles, methods, and techniques. Knowledge of related hardware and software. 1 year DoD experience and NOSC support experience, including incident tracking. TS/SCI security clearance; US citizenship required. Ability to obtain and maintain TS/SCI and SCI + Polygraph clearance. Certifications DoD 8570.01‑M IAT Level II / 8140 Computing Environment (CE) certification required prior to support. IAT II 8570/8140 baseline certification. Security+ or equivalent. MSCA 2016, Microsoft Azure Administrator or equivalent. Must obtain full AZ104 Microsoft Azure Administrator within 180 days from the start date. Benefits Medical, dental, and vision insurance options. 401(k) plan with company match. Paid time off: vacation, sick, personal, holidays, paid parental, military, bereavement, and jury duty leave. Short and long‑term disability benefits. Life, accidental death and dismemberment, personal accident, and critical illness insurance. EEO Statement Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans Opportunity Owned #J-18808-Ljbffr General Dynamics Information Technology