Help Desk Specialist III (T3)

Provide advanced Help Desk and operational support for IT systems including monitoring, incident response, maintenance, patching and compliance on the NIPRNet as well as ATO compliance and RMF for approved Red Hat and Windows OS's utilizing physical and virtual environments. This operational support is defined as Tier 3 which includes implement, configure, and optimize IT systems such as MS Access legacy applications, SMMIS, Ebusiness solutions suite, iForecast, SharePoint, Windchill, and MSWP on the NIPRNet network in a Government provided environment. Evaluate and determine computing resource requirements.

- Provide Tier 3 level IT support and help desk ticket resolution.

- Analyze and resolve help desk tickets.

- Meet Service / Support Level Requirements.

- Provide CM support and test, deploy, and maintain all approved software. Apply STIGs, updates, and patches.

- Follow all change management and engineering review processes to avoid system outages and downtime.

- Ensure changes are completed IAW project schedules.

- Document escalated tickets using the ticket tracking system.

- Coordinate with Government and contractor personnel on system redesigns and change implementations.

- Identify, troubleshoot, remediate, document, and perform AARs for all system of system function outages.

- Monitor system logs, automated systems, and opened tickets for IT system outages; initiate incident response procedures; and take corrective actions as necessary.

- Support back-up and restoration services.

- Implement DoD security enhancements to include PKI authentication methods.

- Request, install, and track expiration of all DoD certificates on IT systems.

- Coordinate with Tier 1 and Tier 2 for system, development, and software changes impacting end user support.

- Address workstation and server issues.

- Provide CMMI Level 3 Management Plans and documentation. Provide schedules, audit materials, training decks, and CMMI Facilitation.

- Configure system security complying with USCYBERCOM.

- Administer organizational units in Active Directory.

- Support database troubleshooting for production systems.

- Create and maintain Group Policy Objects.

- Initiate daily system interfaces or as scheduled.

Education: Bachelor's Degree

Certifications: Cloud+ or SSCP

Experience: 5 years

Clearance: US Citizen with Active Secret