IT Help Desk Customer Support Specialist

Job Duties and Responsibilities

IT Help Desk (Tier 1 - Unclassified)

Customer Support and Communications Focal Point

• Respond to customer-submitted support requests received via telephone, email, in-person appointments, or the official organization ticketing system.
• Serve as a Communication Focal Point for receiving, triaging, and assigning complex support requests to the correct specialized IT shop.
• Perform basic account management tasks on unclassified networks, including unlocking user accounts, resetting passwords, and verifying NIPRNet user credentials.

Hardware, Software, and Peripherals

• Troubleshoot end-user computing hardware and software related issues across a variety of unclassified equipment and systems.
• Image, configure, and onboard new computers to supported unclassified enclaves in compliance with Air Force Standard Desktop Configuration guidelines.
• Install, configure, and troubleshoot approved software applications on unclassified end-user computing equipment.
• Install, program, and troubleshoot network printers, multi-function printers, and scanners on the unclassified network.
• Provide Common Access Card and Public Key Infrastructure support, including troubleshooting card readers, publishing unclassified certificates, and resolving middleware issues.

Asset, Lifecycle, and Warranty Management

• Manage all warranty claims for covered equipment from cradle to grave, which includes communicating with vendors, troubleshooting, submitting Return Merchandise Authorizations, and scheduling support visits.
• Assist IT Asset Management System account custodians with the proper preparation, sanitization, and turn-in of end-of-life equipment to Defense Logistics Agency Disposition Services.

Security and Compliance

• Obtain and maintain DoD 8570.01-M / 8140 baseline certification requirements (such as Security+) necessary to maintain privileged NIPRnet account access.
• Ensure all newly imaged and deployed systems meet established unclassified security compliance standards and physical asset labeling requirements before distribution.

Minimum Education

• IM1 - Bachelor's Degree in Business or related field OR substitution as described below.
• IM2 - Bachelor's Degree in Business or related field OR substitution as described below.
• IM3 - Bachelor's Degree in Business or related field OR substitution as described below.

Minimum Experience

• IM1- 0 years of experience
• IM2- 0-3 years of experience
• IM3 -3-10 year of experience

Security Clearance: Must be able to obtain and maintain a Secret clearance