Help Desk Support Specialist II

Profile

Provides second-tier support to end-users for PC, server, mainframe applications, and hardware. Handles problems that the first-tier of help desk support is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Maintains currency and highest level of technical skill in field of expertise.
Responsibilities/Duties:
The position provides resolution/escalation/tracking of requests for
desktop support when first tier is unable to resolve the issue.
Resolve network/telecommunications, Hardware/Software, Applications related issues with users
If necessary, work with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
Work with vendors or other technical resources to troubleshoot desktop support issues.
Restore system to functioning state and gain customer concurrence for
problem resolution.
Resolve network/telecommunications related issues with users.
Job Requirements :
Must be flexible on duty hours and travel in support of non-routine operations and training support
2 year degree in an IT related field and 2 year general help desk experience; or 3 years general help desk experience
Security certification required
Secret clearance required
Support experience includes desktop, laptop, mobile devices, printer and peripherals, in a campus environment.
Experience with Air Force approved Standard Desktop images (including but not limited to Windows 7/Windows 8) and approved software.
Working knowledge of Local Area Network (LAN) infrastructure, server hardware and software platforms and related support tools.
Experience with mobile device support to include but not limited to laptops and PDAs.
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