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

Job Title Help Desk Support Service Specialist – Intermediate (TS/SCI Required) Overview Type of Requisition: Regular Clearance: Must currently possess Top Secret/SCI clearance and be able to obtain Top Secret/SCI + Polygraph. US citizenship required. Job Family: Strategic Communications and Analysis (SCA) Responsibilities Provide second-tier support to end-users for PC, server, mainframe applications, and hardware under general supervision. Troubleshoot and resolve issues that first-tier help desk support cannot solve, collaborating with network services, software engineering, and application development teams. Simulate or recreate user problems to diagnose and recommend system modifications that reduce future incidents. Maintain current technical expertise and apply it to incident resolution; provide first contact and incident resolution for customers with hardware, software, and application problems. Perform system imaging, BIOS configuration, and other related admin tasks using SCCM, PXE Boot, and other tools. Perform STIGs & IAVA implementation, and CERP replacement as required. Qualifications Associate’s degree. 7+ years of related experience in desktop operating systems, IT systems, and IT hardware support. Experience interacting with customers to provide guidance on account requests, e‑mail, file access, and local procedures. Knowledge of network and systems administration principles, methods, and techniques. Experience with Active Directory tasks such as unlocking accounts, creating accounts, and issuing accounts. Experience imaging computers and configuring BIOS using SCCM or PXE Boot. 1 year DoD experience and NOSC support experience, including incident tracking and problem resolution. Required certifications: DoD 8570.01‑M, IAT Level II/8140, Security+ or equivalent, and MSCA 2016 or Microsoft Azure Administrator (AZ104) within 180 days of start. Willingness to obtain a CI Polygraph if required by the contract. Physical ability to lift moderate items, bend, kneel, and perform mildly strenuous activities. Travel commitment of 10–25% to support the mission. Benefits Competitive pay range of $32.69–$44.23 per hour, salary based on experience and location. Comprehensive medical, dental, and vision plans with Health Savings Account options. 401(k) plan with company match. Paid time off including vacation, sick, personal, holidays, paid parental leave, military leave, bereavement, and jury duty leave. Short‑ and long‑term disability, life, accidental death and dismemberment, personal accident, critical illness, and business travel insurance. Flexible work weeks and onsite attendance at USA Hawaii Pearl Harbor and alternate locations. Equal Employment Opportunity Statement Equal Opportunity Employer. We consider applicants without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status. #J-18808-Ljbffr General Dynamics Information Technology