Help Desk Specialist III

Job Description

Notice: This position does not represent a current opening; it is posted to collect resumes for a pending contract. GBSI may consider candidates for future openings.

Please submit your resume with your online application when applying for this position. Applications without an attached resume will be disqualified.

Please indicate, at the top of your resume, which level of experience you feel you are qualified.

Role and Responsibilities

• Answer customer inquiries and resolve complaints related to computing or networking.
• Receive customer problems via email or telephone, troubleshoot them, and resolve the issue promptly.
• Research resolutions to uncommon customer issues and fix the problem within a reasonable time satisfactory to the customer.

Primary Objectives of the Help Desk Specialist

• Responds to and diagnoses problems through discussions with users.
• Ensures a timely process through which problems are controlled and includes but is not limited to:
  • Problem recognition
  • Research
  • Isolation
  • Resolution
  • Follow-up
• Provides support to end users on a variety of issues.
• Identifies, researches, and solves minor to complex technical problems.
• Promptly responds to telephone calls, email, and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Provides second‑tier support to end users for PC, server, or mainframe applications or hardware.
• Interacts with network services, software systems engineers, and/or applications development to restore service and correct the problem.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.

Entry Level

The Entry Level Help Desk Specialist applies fundamental concepts, processes, practices, and procedures on technical assignments. The entry level specialist performs work that requires some practical experience and training. Work is performed under supervision.

Journeyman

The Journeyman Help Desk Specialist possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring original and innovative thought to determine the best course of action to accomplish tasks. The Journeyman Help Desk Specialist operates with considerable latitude in developing methodologies and presenting solutions to problems.

Senior

The Senior Help Desk Specialist possesses and applies wide-ranging knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. The Senior Help Desk Specialist will also function as a technical expert across multiple project assignments. This position may supervise others.

Qualifications

Entry Level Qualifications

• Associate's Degree in an Information Technology related field with zero (0) to two (2) years of experience, or
• One (1) to three (3) years of experience without a degree.
• Must possess one or more of the following certifications:
  1. CompTIA A+ CE
  2. CompTIA Network+ CE
  3. SSCP – Systems Security Certified Practitioner
  4. Ability to pass a Government background check

• Associate's Degree in an Information Technology related field with three (3) to five (5) years of experience, or
• Five (5) to seven (7) years of experience without a degree.
• Must possess one or more of the following certifications:
  1. GSEC - GIAC Security Essentials
  2. CompTIA Security+ CE
  3. SSCP – Systems Security Certified Practitioner
  4. Ability to pass a Government background check.

Senior Qualifications

Bachelor's Degree in an Information Technology related field with seven (7) to ten (10) years of experience, or

• Ten (10) or more years of experience without a degree.
• Must possess one or more of the following IAT Level II certifications:
  1. GSEC – GIAC Security Essentials
  2. CompTIA Security+ CE
  3. SSCP – Systems Security Certified Practitioner
• Must possess one or more of the following IAM Level II certifications:
  1. GSLC - GIAC Security Leadership Certification
  2. CAP – Certified Authorization Professional
  3. CISM – Certified Information Security Manager
  4. CISSP or Associate – Certified Information Systems Security Professional
  5. CASP – CompTIA Advanced Security Professional
  6. Ability to pass a Government background check.

Additional Information

GBSI is an Equal Opportunity and affirmative action employer committed to providing equal employment opportunity without regard to an individual’s race, color, religion, creed, age, sex (including pregnancy), sexual orientation, gender identity, genetics, marital status, national origin, disability, veteran status, political affiliation or belief. This equal opportunity applies to every area of employment at GBSI, including recruitment, hiring, training, transfers, promotions, terminations, compensation, and benefits. We continue to affirm our commitment to an inclusive workplace through affirmative action plans that address employment opportunities for qualified women, minorities, veterans, and individuals with disabilities. We welcome and encourage diversity in our workforce.

GBSI invites any employee or any applicant for employment to review GBSI’s written affirmative action program, absent the data metrics required by §60-741.44(k). The AAP is available for inspection upon request during the hours of 8:00am - 4:00pm Monday - Friday in the Human Resources department. Any questions should be directed to Sheila D. Dyer, GBSI’s EEO Administrator.

GBSI’s policies prohibit discrimination and harassment based on race, color, religion, creed, age, sex (including pregnancy), sexual orientation, gender identity, genetics, marital status, national origin, disability, veteran status, political affiliation or belief. It is important that employees and applicants trust that they can address a concern of discrimination or harassment without retribution. GBSI will not tolerate retaliation against an individual who reports, opposes, or participates in an investigation of discrimination or harassment that violates GBSI policies.

Job Location

Location details not provided.