Overview:
Desktop Support Specialist III:
Bowhead is looking for a Desktop Support Specialist III to provide inter-operable and integrated technical desktop, hardware, software, operating system, A365, mobile device, MS Teams meetings, SVTC support and Classified Information Management. The Desktop Support Specialist will be the functional lead for the Information Management Office (IMO) Desktop Support & Services which encompasses: Service Now Ticket Management, New Employee ATCTS, Annual Cybersecurity Awareness Training, Annual SAAR for Users, System Disconnect Tracking & Compliance, HQ Inventory Management, Printer Management, DEPO Admin/Email Distribution List.
Responsibilities:
- Classified Management to include: Classified Data Spillage Procedures, SIPR Support (IAVA, upgrades etc), SIPR Accounts at up to TS level
- Determine required software and hardware needs
- Responsible for installing software to include but not be limited to; Army Gold Master and all other Army approved software required for mission support
- Diagnosis of problems that may involve applications; installation backbone network; client electronic mail; peripheral devices and web applications
- Provide patching and STIG compliance for all supported laptops and desktops
- Update/patch/resolve any desktop/laptop issues related to security inspections; periodic scans; and CCRI compliance requirements
- Analyze network failures in order to isolate problem areas; determine and perform corrective actions to bring the desktop back to full operational status.
- Upon notification by the COR or CIO; provide written evaluations; procedures; checklists and instructions for CIO approval
- Upon notification by the COR or CIO provide technical advice
- Provide off-site support when required; i.e. conferences; meetings; or any alternate sites where support is needed
- Provide single user training while troubleshooting an end user problem.
- Install software and drivers; COTS applications supported include MS Edge; MS A365 Applications to include Teams, Outlook, and Office apps; Firefox; Adobe Reader; Java and PKI technologies
- Start up, support, and shut down SVTC's and Teams Calls
- Setup and configure iPhones and iPads
- Other duties as assigned
Qualifications:
- Master's degree and 6 years of experience or a Bachelor's Degree and 9 years of experience; 3 years of experience providing desktop support in a DoD environment
- Army computer imaging experience; SVTC knowledge preferred
- Mobile device support - Apple Business Manager, DISA Storefront, Purebred
- Security+ Certification
- SCIP Certification preferred
- Ability to solve complex software and hardware issues
- Outstanding customer support/communication skills, great work ethic, pleasant, attention to detail, and a can-do attitude
- Ability to work independently with minimal management guidance
- Ability to work on special projects while balancing the normal daily activities
Physical Demands:
- Must be able to lift up to 25 pounds
- Must be able to stand and walk for prolonged amounts of time
- Must be able to twist, bend and squat periodically
SECURITY CLEARANCE REQREQUIREMENTS: Must be able to maintain a clearance at the Secret level. US Citizenship is a requirement for a Secret clearance at this location.
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