Help Desk Support Specialist

A3T’s Helpdesk Support Specialist is responsible for addressing problems, installing, configuring, 
troubleshooting, and providing maintenance and training in response to customer requirements or inquiries.

Duties and Responsibilities:

• Provide customer service and technical support by addressing problems, installing, configuring, troubleshooting, and providing maintenance and training in response to customer requirements or inquiries. (DoDD 8140.01) 
• Provide daily local help desk support for configuration and maintenance of forensic laboratory desktop computers VTC and audio-visual support.

Knowledge/Skills/Abilities:

• • Possess experience with Microsoft Windows 10 operating systems as provided by the DoD Secure Baseline Host-Army (SBH-A) desktop installation image.• Possess experience Basic physical computer components and architectures, including the functions of various components and peripherals (e.g., CPUs, Network Interface Cards, data storage)
• Knowledge of database procedures used for documenting and querying reported incidents • Knowledge of disaster recovery continuity of operations plans 
• Knowledge of electronic devices (e.g., computer systems/components, access control devices, digital cameras, electronic organizers, hard drives, memory cards, modems, network components, printers, removable storage devices, scanners, telephones, copiers).
• Knowledge base capabilities in identifying the solutions to less common and more complex system problems 
• Experience in measures or indicators of system performance and availability 
• Knowledge of systems administration concepts 
• Knowledge of operations and processes for diagnosing common or recurring system problems 
• Knowledge of type and frequency of routine maintenance needed to keep equipment functioning properly 
• Possess experience in simulating or recreating end-user problems with voice, file & print services, desktop & room-based video- teleconferencing, and/or baseline or non-baseline applications to help determine problem root causes.
• Possess experience in conducting open-source research for troubleshooting novel client-level problems 
• Possess experience in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation 
• Possess experience in testing and configuring network workstations and peripherals 
• Knowledge of basic operation of computers 
• Possess experience in utilizing the appropriate tools for repairing software, hardware, and peripheral equipment of a system 
• Ability in supporting room and desktop video conferencing and desktop presentations in a classroom environment

Qualifications:

• Active Secret Clearance 
• Bachelor's Degree or equivalent or 3-5 years of general IT / IS experience.
• Must possess and maintain a current DoD approved Information Assurance (IA) baseline security certification as well as current commercial Computing Environment (CE) certifications for the operating system(s) and/or security related tools/devices they support IAW DoDD 8140.01 and Army Regulation 25-2. (Security +). For this position, CompTIA Security+ (or DoD‑approved equivalent) is a required foundational certification and must be maintained as a condition of employment.