Help Desk Analyst - (INT00016A)

  • Jacobs
  • Primary Location: United States-Illinois-Scott AFB-20315-ISCT
  • Oct 13, 2020
Full time Construction

Job Description

Description
 Jacobs ISG provides information technology solutions and services to a broad range of both Government and private industry, including Department of Defense, Federal Civilian agencies, healthcare, education, and small/medium business market. Our analysts, engineers, and technicians are highly trained, qualified subject matter experts, understanding each segments specialized business processes, requirements, and functions. Combined with an extensive IT background, Information Solutions Group's enhanced IT services enable our clients to analyze existing business processes, identify process improvements, evaluate associated risks, and develop operational solutions.

The Help Desk Specialist provides second-tier support to end-users for PC, server, mainframe applications, and hardware. The selected candidate may interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Responsibilities include but are not limited to:

Provide lifecycle incident ticket management to include:
answering calls, executing request fulfillment actions, providing functional user support, training issues, initial diagnostics/troubleshooting, account management and password services, diagnosing and resolving issues on unclassified and classified office information systems, and USTRANSCOM supported C4 systems
These systems include but are not limited to e-mail services, telephone services (VoIP/VoSIP), Distribute.mil, Task Management Tool (TMT), Electronic Information Management (EIM), SharePoint, TRANSCOM Regulating and Command & Control Evacuation System (TRAC2ES), TransViz, JFAST, AMHS and GCCS-J, and Integrated Data Environment Global Transportation Network Convergence (IGC)
Collect and enter service desk information (e.g., event, incident, request fulfillment) into the USTRANSCOM designated service management systems
Provide C4, and business system account management and access management to include creation of accounts, issuance of passwords and resetting locked user accounts within one (1) business day after receipt of request
Provide access control to systems IAW published security policy
Perform Local Registration Authority (LRA) duties, to include issuing and revoking Public Key Infrastructure (PKI) certificates throughout the command
Be the focal point for all SIPRNet token issues, provide training to trusted agents (TAs) and ensuring the LRA program complies with DoDI 8520.02
Provide on-call support 24 hours per day and respond onsite within two (2) hours of notification for SIPRNet token issues
Interface with the DECC Operations Support Team (OST), provider Service Desks, Air Force Enterprise Service Desk, IT Operations Management, and other organizations as required to coordinate resolution of issues reported to the USTRANSCOM Service Desk
Recommend systems modifications to reduce user problems
The selected candidate must have:

The ability to support the Service Desk from 0630 to 1830 local time, Monday-Friday
The ability to support after hours and weekend service-desk support, estimated at one four-hour period per month on a specified weekend day
The Help Desk Specialist will be expected to maintain currency and highest level of technical skill in field of expertise
 
Qualifications
 This position requires an Associates degree with 5 years of experience or a total of 7 years of related experience. An IAT Level II certification is required. The minimum of an interim Secret level DoD Security Clearance is required.

Essential Functions

Physical Requirements

Requires sitting for extended periods of time at a desk (90%). Requires sitting at a computer terminal for long periods of time (90%). There is a possibility that due to parking availability and location of work area walking moderate to long distances can sometimes be required.

Work Environment
Inside office/cubicle environment. Requires ability to interact professionally with co-workers and all levels of management (100%).

Equipment and Machines
Requires ability to operate a personal computer, a telephone, copier, and other general office equipment (100%). Ability to conduct evaluation of third and fourth generation or current state of the art computer hardware and software and its ability to support specific requirements, interfacing with other equipment and systems.

Attendance
Attendance is critical. Work hours are normally 8 hours per day and 5 days per week, Monday through Friday. Being prompt is important to provide continuous and on-going service to customers. Attendance is important to maintain continuity of service. Work outside of normal duty hours may be required with as little as one hour advance notice. Overtime is infrequent, but important when required (1%). Must be able to support 24 hour Weekend/Holiday On-Call Operations and respond onsite within two (2) hours of notification.

Other Essential Functions
Must be able to communicate effectively, both verbally and in writing. Must be able to interface with individuals at all levels of the organization. Must be able to obtain unescorted access to work areas. Grooming and dress must be appropriate for the position and must not impose a safety risk/hazard to the employee or others. An IAT Level II certification is required. The minimum of an interim Secret level DoD Security Clearance is required.
 Jacobs is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, citizenship, low-income status or any other status or characteristic protected by applicable law. Learn more about your rights under Federal EEO laws and supplemental language. 

Primary Location

: United States-Illinois-Scott AFB-20315-ISCT

Travel

: No

Job Posting

: Oct 14, 2020, 12:04:38 AM

Job

: Information Technology

Organization

: CMS

Job Type

: Experienced
Job Classification: Full-Time Regular

Work Locations

: 
20315-ISCT 
 
 Scott AFB 62225
Capabilities: Enterprise IT