Service Desk Specialist - Level 2
Fort Belvoir, VA

Job Description

Description:

Service Desk Specialist

Level 2

Ft. Belvoir, VA

Join the team that operates and maintains the information technology networks for the U.S. Army Intelligence and Security Command (INSCOM). Ensure and support the INSCOM mission through ensuring reliable, uninterrupted availability of Command, Control, Communications, Computers, and Information Management (C4IM) including: networks, hardware, software, engineering, and specialized tools at the point of the customer's need.

Service Desk Specialist Tasks:

§ Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests.

§ Provides polite and friendly customer service.

§ 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 in incident database tools.

§ 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.

Service Desk Specialist Qualifications:

Skills and Tasks. Complex - develops new concepts and processes. Analyzes root causes and resolves issues. Supports more junior level technicians and specialists in their activities. Can perform all tasks of lower level technicians or specialists.

Leadership/Management. Works individually, actively participates on integrated teams, and may also lead a task, project or team.

Guidance. Requires guidance and direction from more senior level technicians, specialists, and managers only when dealing with new, uncertain situations. Provides guidance to lower level technicians and specialists.

Training and Certifications. DoD 8570 compliance or information assurance certification commensurate with technical objectives and services required within the task order. Applicable software or hardware training and certifications commensurate with the technical objectives, services required, and IT environment specified within the task order.

Capabilities and additional Requirements.

§ Current TS/SCI

§ Security: Sec+ or equivalent, Computing Env: MTA 98-349, Windows Operating System Fundamentals

Education and Experience.

ï€ HS/GED + 8 years

ï€ Associates Degree + 6 years

ï€ Bachelor's Degree + 4 years

ï€ Master's Degree + 2 years

ï€ PhD + 0 years

About Semper Valens Solutions:

Semper Valens Solutions, Inc. is a Service Disabled Veteran Owned Small Business (SDVOSB) providing Cost Effective Software and Systems Engineering, Field Support, Training and Full Life cycle Support Management to the DOD community

At Semper Valens, our vision is to remain a creative, cutting edge and cost-effective solutions provider where our shared intellect, industry experience, and technology excellence, make a positive difference in our customer's success. Our solutions help bridge the gap between IT and business prioritizations to optimize budgets, risks and operational processes.

We search for outstanding technical professionals, hiring at all levels of the experience spectrum; intermediate, journeyman and senior. Consider us for your career plan.

Semper Valens Solutions is an Equal Opportunity Employer

Semper Valens Solutions, proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital/parental status, pregnancy/childbirth or related conditions, physical or mental disability, genetic information, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with Semper Valens Solutions through its online applicant system, please contact Semper Valens Solutions Human Resources Department at (520) 378-1545.

2017-32868(I2TSIII-0401), 2017-32868(I2TSIII-0404), 2017-32868(I2TSIII-0405), 2017-32868(I2TSIII-0408), 2017-32868(I2TSIII-0409), 2017-32868(I2TSIII-0410), 2017-32868(I2TSIII-0411), Level 2

Ft. Belvoir, VA

Join the team that operates and maintains the information technology networks for the U.S. Army Intelligence and Security Command (INSCOM). Ensure and support the INSCOM mission through ensuring reliable, uninterrupted availability of Command, Control, Communications, Computers, and Information Management (C4IM) including: networks, hardware, software, engineering, and specialized tools at the point of the customer's need.

Service Desk Specialist Tasks:

§ Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests.

§ Provides polite and friendly customer service.

§ 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 in incident database tools.

§ 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.

Service Desk Specialist Qualifications:

Skills and Tasks. Complex - develops new concepts and processes. Analyzes root causes and resolves issues. Supports more junior level technicians and specialists in their activities. Can perform all tasks of lower level technicians or specialists.

Leadership/Management. Works individually, actively participates on integrated teams, and may also lead a task, project or team.

Guidance. Requires guidance and direction from more senior level technicians, specialists, and managers only when dealing with new, uncertain situations. Provides guidance to lower level technicians and specialists.

Training and Certifications. DoD 8570 compliance or information assurance certification commensurate with technical objectives and services required within the task order. Applicable software or hardware training and certifications commensurate with the technical objectives, services required, and IT environment specified within the task order.

Capabilities and additional Requirements.

§ Current TS/SCI

§ Security: Sec+ or equivalent, Computing Env: MCSA: Windows 10 (70-697)

Education and Experience.

ï€ HS/GED + 8 years

ï€ Associates Degree + 6 years

ï€ Bachelor's Degree + 4 years

ï€ Master's Degree + 2 years

ï€ PhD + 0 years

About Semper Valens Solutions:

Semper Valens Solutions, Inc. is a Service Disabled Veteran Owned Small Business (SDVOSB) providing Cost Effective Software and Systems Engineering, Field Support, Training and Full Life cycle Support Management to the DOD community

At Semper Valens, our vision is to remain a creative, cutting edge and cost-effective solutions provider where our shared intellect, industry experience, and technology excellence, make a positive difference in our customer's success. Our solutions help bridge the gap between IT and business prioritizations to optimize budgets, risks and operational processes.

We search for outstanding technical professionals, hiring at all levels of the experience spectrum; intermediate, journeyman and senior. Consider us for your career plan.

Semper Valens Solutions is an Equal Opportunity Employer

Semper Valens Solutions, proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital/parental status, pregnancy/childbirth or related conditions, physical or mental disability, genetic information, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with Semper Valens Solutions through its online applicant system, please contact Semper Valens Solutions Human Resources Department at (520) 378-1545.