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GAP Solutions Inc Service Desk Specialist - Level 2 in Fort Gordon, Georgia

Service Desk Specialist - Level 2

Fort Gordon, Georgia

Type: Direct-Hire

Category: Information Technology

Job ID: 51864

Date Posted: 02/23/2021

TPGS is a subsidiary of GAP Solutions and serves as the Government Intelligence Portfolio of the System One, LLC family of companies. Together, we support federal, defense and intelligence community customers to meet their mission objectives. Our core capabilities include Information Technology, Development and Engineering, Training, Security, Intelligence Analysis and Operations & Human Capital Management.

Service Desk Specialist - Level 2

Active Top Secret / SCI Clearance Required - No Sponsorship

Position Objective:

TPGS is seeking experienced systems professionals to support the US Army Intelligence and Security Command (INSCOM). Under the I2TS3 task order, INSCOM ensures reliable, uninterrupted availability of Command, Control, Communications, Computers, and Information Management (C4IM) including networks, hardware, software, engineering, and specialized tools at the point of customer need to support INSCOM's mission. INSCOM and its MSCs provide the enabling layer to connect the Army and its tactical formations to defense and national intelligence agencies via tactical networks.

1st Shift - 6AM - 2PM 2nd Shift - 2PM - 10PM 3rd Shift - 10PM - 6AM

*Shifts based on availability, must be open to any shift

Duties and Responsibilities:

  • Provides first contact and incident resolution to customers within enterprise Windows environment hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests

  • Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required

  • Documents incident status and solutions using Active Directory in incident database tools.

  • Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.

  • Possesses current working knowledge of computers, printers, laptops, and common windows applications

  • Works through various types Tier II issues with telephone assist

  • Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

  • Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support

  • Possesses comprehensive knowledge of desktop operating systems and applications

  • Provides polite and friendly customer service with government partners at all time

Basic Qualifications:

  • High School Diploma/GED with 8 years of related experience, or Associate's Degree with 6 years of experience, or Bachelor's Degree with 4 years of experience, or Master's Degree with 2 years of experience

  • Active Top Secret with SCI Eligibility required

  • Required : CompTIA Security+ CE or equivalent IAT Level II

  • Training : MTA 98-349, Windows Operating System Fundamentals (Obtain within 90 days of employment)

Desired Qualifications:

  • Perform STIGs & IAVA implementation for system devices, perform imaging of systems, CERP replacement, etc.

  • Interact with customers on a daily basis to provide guidance on procedures concerning account requests, e-mail, home directories, file access/storage, and other local procedures as required to ensure mission success.

*This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by this position.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

TPGS provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job, email us at recruiting@tpgsfed.com You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.

TPGS is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.

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