SITEC - Help Desk Specialist - MacDill AFB

The purpose of the Special Operations Forces Information Technology Enterprise Contract (SITEC) 3 Enterprise Operations and Maintenance (EOM) Task Order (TO) is to provide USSOCOM, its Component Commands, its Theater Special Operations Commands (TSOCs), and its deployed forces with Operations and Maintenance (O&M) services to maintain Network Operations (NetOps); maintain systems and network infrastructure; provide end user and common device support; provide configuration, change, license, and asset management; conduct training, and perform Install, Move, Add, Change (IMACs) services. The responsibilities and tasks associated with each requirement play a pivotal role to USSOCOM, the CIO/J6 organization, and ultimately the end-user who operate around the globe 24x7x365. 

The Senior Help Desk Specialist provides support to users in the areas of electronic mail, account creation and maintenance, standard desktop applications, standard end user equipment and applications developed and deployed by the Government. Qualified candidates require a strong understanding of voice and data communications, LAN/WAN equipment and operations, networking, network components, vendors, and points of contact for troubleshooting hardware, software, PC, and printer problems, as well as call center support for Government programs. The Senior Help Desk technician shall provide EOC Site/Local help desk services and act as the POC for creating, responding to, and resolving end user incidents. Technician will coordinate Incident Reports and Service Request resolutions within contract performance metrics requirements and coordinate with the proper personnel at the various site locations, while tracking resolutions from initiation to conclusion on behalf of the end user.

Job Responsibilities:

• Possesses and applies a comprehensive knowledge of Microsoft Desktop products and end user software, hardware, and peripheral devices.
• Installs and configures end user devices to include desktop computers, laptops, KVMs, monitors, cabling, and VoIP phones.
• Monitors incident management queue and ensures performance timelines are met.
• Troubleshoots, conducts research, diagnoses, documents, and resolves technical issues.
• Installs, maintains, and troubleshoots server, network, system, account, and application issues.
• Possesses excellent customer service skills to include communication and de-escalation techniques.
• Able to prioritize workload to ensure mission critical issues are addressed in a timely manner.
• Functions as a technical expert across multiple project assignments.
• Interfaces with end-users to provide network problem resolution.
• Must be able to present a professional, sharp, and technically savvy image via verbal, written and in person communications with customers with responsibilities ranging from entry level to the senior executive levels and serve as a positive example to other technicians on the team.
• The candidate must be able to support on-site office hours of 0700-1600 Monday – Friday. Shifts outside of standard hours may be required to support the mission.

Minimum Qualifications:

• Min 12 years with HS Diploma,10 years with AS/AA, 8 years with BS/BA, 6 years with MS/MA, 3 years with PhD 
• Must have DoD 8570 IAT Level II certification.
• Must be able to maintain DoD 8570 IAT Level II certification via continuing education requirements or re certification.
• Must have a demonstrated ability to communicate exceptionally well both orally and in writing, as well as have a positive customer service attitude 

• TS/SCI clearance is required for this role

Desired Qualifications:

• Special Operations Forces experience.
• Customer service experience

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.