IT Service Desk Specialist

IT Service Desk Specialist Level I

Vista Global Solutions, LLC., as part of Bristol Bay Services, is primarily focused on providing information technology (IT) support services and personnel to various government customers. We help our customers leverage technology and operate with total confidence in the predictability, security, and reliability of their technology resources to meet business objectives by providing a wide array of professional services and products. Vista Global Solutions (VGS) is looking for a qualified IT Service Desk Specialist Level I to support GSP TO #5 at Wright-Patterson AFB, Dayton, OH.

What You'll Do:

We're seeking an IT Service Desk Specialist Level I with a working knowledge of current Microsoft desktop operating systems and other software used at the Defense Health Agency (DHA) or Government offices to provide day-to-day management and support of the WPAFB desktop computing environment

Duties and Responsibilities

First-Line Troubleshooting & User Support

• Answer IT support calls, provide walk-up desk support, and respond to user questions.
• Provide desk-side and remote user assistance to resolve software and hardware problems that cannot be resolved remotely by the enterprise GSC.
• Assist with first-line troubleshooting for account issues, including System Authorization Access Requests (SAAR) and Active Directory (AD).
• Provide Tier II technical customer service and support to users regarding all facets of In and Out-processing.
• Direct out-of-scope calls or issues that do not belong to the local site back to Tier 1 (enterprise service desk).

Hardware, Software, & Touch-Labor

• Provide on-site touch-labor, including the integration, configuration, and installation of authorized hardware, software, and peripherals.
• Install and configure internal workstation components, such as network cards, sound cards, video cards, and other hardware expansions.
• Support local technology acquisition and lifecycle management (LCM) for desktops, laptops, tablets, printers, and other IT hardware.
• Prepare IT systems according to Air Force and AFMS configuration guidelines from new equipment through full lifecycle.
• Perform data migration by copying all stored data and files to new equipment and verifying that all data and files are present and functional before completing a deployment.

Ticket & Inventory Management

• Manage the IT Service Desk queue, completing incidents, cases, and request tickets in a timely manner according to SLA performance objectives.
• Acknowledge all assigned trouble tickets and ensure the customer receives correspondence within 24 hours by updating the ticket in progress or leaving detailed notes.
• Document all work performed accurately within the Incident Management System (ServiceNow).
• Follow established DHA procedures to request and obtain software licenses.
• Keep a current, strictly accountable inventory of all equipment from the initial receipt of hardware from the Logistics Division to the return of recovered equipment.
• Clearly document the old and new serial numbers of any serially numbered component that is replaced, following all procedures for equipment tracking and the return of defective parts.

What You Bring:

• Mandatory valid CompTIA Security+ certification.
• Current with desktop Microsoft Operating System and other software being utilized within DOD or Government offices, as evidenced by experience and course completion of that operating system.
• At least one (1) year of experience in troubleshooting and repairing both hardware and software-related issues.
• Complex and progressive experience in a Microsoft computer support environment with experience in a Microsoft customer service and support environment in a large critical environment.
• Experienced in workstation maintenance and support.
• Experienced in troubleshooting and repairing the standard set of peripherals for a workstation in an enterprise medical environment.
• Ability to demonstrate high standards of customer support and produce high customer satisfaction.
• Meet the requirements for an IAT Level II position as defined in DOD 8570-01-M.

Related experience and/or education:

Candidates MUST have U.S. citizenship or the ability to obtain it and pass a government background investigation.