Entry Level Service Desk Specialist

About the Role

The Entry Level Service Desk Specialist will provide help desk support for users and Tier 1 and 2 level technical support to the Army Aviation and Missile Center (AvMC) Enterprise as needed.

Key Responsibilities

• Provide help desk support for users.
• Provide Tier 1 and 2 level technical support to the AvMC Enterprise.
• Ensure all support requests initiated by end-users outside of the ASC end-user portal are captured in the ASC service management system, including emails, phone calls, web chats, and face-to-face contact.
• Accurately log all service requests not received through the ASC end-user portal into the ASC service management system.
• Provide technical assistance support to maintain secure and available systems by utilizing industry best practices to resolve incidents and respond to service requests while adhering to DoD cybersecurity policies.
• Provide technical guidance in the utilization of computer hardware and software, including installation, operation, and troubleshooting.
• Provide expertise in the software and hardware used by the Government/ provide guidance and resolve issues as needed.
• Provide technical guidance to diagnose, categorize, and troubleshoot routine technical issues.
• Provide expertise with Account Management—provisioning of user accounts, computing equipment, telephony equipment, and modification of user accounts.
• Provide technical assistance for mobile devices to include technical support, guidance, utilization, troubleshooting, and training.
• Provide installation and configuration of desktop printers, network printers, print servers, associated drivers, Common Access Card (CAC) release printing, and associated hardware/software.
• Ensure desired levels of protection for Federal systems, data, and related assets are achieved (e.g., CAC authentication, access control, encryption, intrusion detection, verification, digital signature, user management, role/privilege management, audit trail capture/analysis).
• Support the configuration of new devices and sustainment of existing devices while adhering to Defense Information Systems Agency (DISA) DoD Mobility Unclassified Capability (DMUC) policies, procedures, and guidance.

Requirements & Tech Stack

• Desktop Applications: MS Office, Adobe, JAVA, and similar applications.
• Desktop Support: Setup and administration of personal computing hardware and software (desktop PC, laptop, and tablets) including standard peripherals such as monitors, keyboards, mice, speakers, and web cameras.
• Security Management: Experience with CAC authentication, access control, encryption, intrusion detection, verification, digital signature, user management, role/privilege management, audit trail capture/analysis.

Qualifications

• HS diploma or higher.
• Great communication and organizational skills.
• No experience necessary—will train.
• Active Sec+ or ability to obtain within 4 months.
• Must have the ability to obtain a security clearance.