Help Desk Support Services Specialist – Senior (Tier 2)

GovCIO is currently hiring for Tier 2 Help Desk Support Services Specialist onsite at Lackland Air Force Base in San Antonio, Texas.

The Air Force Security Forces Center (AFSFC) is a Primary Subordinate Unit (PSU) under the Air Force Installation and Mission Support Center (AFIMSC), an organization within the Air Force Materiel Command (AFMC). The AFSFC executes the organizing, training, and equipping of over 38,000 security forces members in the active and Air Reserve Component (ARC). The organization is cross-functional, manned by security forces, intelligence, office of special investigation, explosives ordnance disposal, medical, scientific, communications, engineering, logistics, and acquisition program management personnel. The mission includes the capability to rapidly identify and prove the worth of innovative force protection initiatives which improve Air Force’s mission execution and Joint war fighting. Programs managed by the organization have impact across the spectrum of the Security Forces (SF) enterprise worldwide.

The AFSFC requires a comprehensive information technology program, in conjunction with service, equipment, system, application, cybersecurity and mobile application-level support services to assist with AFSFC mission objectives. The AFSFC Information Technology (IT) Division is responsible for determining and executing IT capabilities required for security forces to perform their missions. Execution of IT capabilities is prioritized by AFSFC leaders

• Provide Tier 2, 1.5 and 1 support to end users for laptop, server, or externally hosted applications to ensure that the PCs, laptops, and peripheral/ network devices assigned/allocated personnel are fully functional and are running in such a manner that they provide the level of service IAW the Standard Desktop Configuration (SDC) to AFSFC and local PSU personnel in support of their mission.
• Be versed on PC and software configurations used at AFSFC and local PSUs and able to assist customers in the use of any component of the standard software load as well as any Commercial-Off-The-Shelf (COTS) that is commonly used within the organization. These responsibilities include troubleshooting support from incoming calls, emails, and virtual Enterprise Service Desk tickets (vESD), or similar IT ticket tracking system (Remedy preferred) on a continuous basis. Client support also applies to AFSFC conferences/training sessions hosted outside the building (JBSA Installations and environs).
• Handle problems the first tier of help desk support is unable to resolve. Interact with network services or application development to restore service and identify and correct core problem. Simulate or recreate user problems to resolve operating difficulties. Recommend systems modifications to reduce user problems. Maintain currency and highest level of technical skill in field of expertise.
• Monitor and respond to complex hardware, software, and network problems on both NIPR and SIPR utilizing a variety of hardware and software testing tools and techniques.
• Provide primary interface with contractor support service groups or provide internal analysis and support to ensure appropriate notification during outages or period of degraded system performance.
• Function as task lead providing guidance and training for less experienced technicians. Assist personal computer support technicians as required.
• Organize training sessions for staff on the use of software applications and capabilities, and hardware.
• Provide vulnerability management and remediation support, as directed by AFNET Computer Network Defense (CND) authorities, for endpoint computer systems within the customer organization and or area of responsibility.
• Produce weekly and cumulative reports of vulnerability and remediation support activities, and the status of compliance with AFNET CND directions.
• Review all tickets submitted via vESD, Remedy System, and email for accuracy and coordinate with the user for any additional information required.
• Triage all submitted vESD, Remedy, email, call in, and walk-in issues. Redirect users as needed to appropriate Point of Contact (POC).
• Interface with vendor support service groups to ensure appropriate notification during outages or period of degraded system performance.
• Perform and assist with installation of terminals and associated hardware.
• Support all personnel assigned or allocated to the AFSFC in troubleshooting computer-related problems.
• Maintain an excellent level of customer service, with no more than two substantiated complaints per month, major tickets being started within eight business hours of receipt and minor tickets being started within 16 business hours of receipt and conducting client follow-up prior to closing out each ticket.
• Adhere to Air Force, 502nd Communication Squadron (CS), and AFSFC regulations concerning Computer Operations.
• Install software on PCs which include Air Force Standards Desktop Compliance (SDC) operating systems (NIPR and SIPR) and upgrades, as well as installation and upgrades of Commercial Off-the-Shelf (COTS) software packages that have been approved by 502nd CS.
• Use trouble ticket software (Remedy or similar software approved by COR) to document and maintain all user trouble tickets, calls, and emails which must be handled by the local 502nd CS.
• Assist users with submitting trouble tickets via vESD and on occasion submit tickets on user’s behalf within the Remedy system.
• Process all In/Out processing documents, including Special Access Authorization Request (SAARs), DAF Forms 4433 and DAF 4394. This includes accounts for NIPR, SIPR, Joint Worldwide Intelligence Communication System (JWICS), Personal Wireless Communication System (PWCS) and Advance Battle Management System Device One Secure View (ADSV) accounts.
• Monitor AFSFC commercial wireless network for service degradation, malicious, and illegal activity (attempted hacking, pornographic site visits or sites labeled as hate by the U.S. Central Intelligence Agency). Report such activity to the COR and Chief of Enterprise Services.
• Record technical issues and solutions in activity reports.
• Direct unresolved issues to the next level of support personnel (AFSFC Tier 2.5 or 502nd CS CFP) within one business day. Produce weekly and cumulative reports of the number and category of issues elevated to the next level of support, the timeliness of the elevation, and identification of unresolved issues not elevated to the next level of support within one business day.
• Follow up with customers to ensure their systems are functional within one business day of resolving the ticket. Produce weekly and cumulative reports of customer follow-ups, the timeliness of the customer follow-ups, and quantity/identification of customer follow-ups not performed within one business day
• Report customer feedback and potential product requests within daily shift briefings. Produce daily shift briefing minutes and incorporate into weekly and cumulative reports noting customer feedback and potential product requests Track resolution of feedback and requests.
• Walk customers through installing applications mandated by AF network professionals and computer peripherals (printers, scanners, etc.).
• Provide drafts for government review and publication of standard operating procedures (SOP).
• Resolve issues by carrying out problem analysis to implement temporary or permanent solutions.
• Sustain and fix issues on the local area network for JWICS, SIPRNet, NIPRNet, AFSFC Wi-Fi, Voice over Internet (VOIP) telephone, Soft Client telephone, Audio/Video systems, Video teleconferencing systems and government owned personal electronic devices (GPED).
• Diagnose and troubleshoot problems with individual or multiple computer systems in order to maintain proper functioning; resolve issues including contacting and assisting vendors on warranty issues.
• Ensure client IT systems interconnect seamlessly with various web-based systems.
• Maintain minimum baseline security configuration for information systems in accordance with Air Force Technical Orders (AFTO)/Methods and Procedures Technical Orders (MPTO), Maintenance Tasking Orders (MTO), Vulnerability Assessment (VA) reports and other specialized governing publications. Produce weekly and cumulative reports of security configuration for all assets, noting compliance with baseline security configuration standards.
• Stay abreast of AF-established network security policies and procedures for JWICS, SIPRNet and NIPRNet. Enforce cybersecurity policies necessary to protect resources (equipment, personnel, data, etc.) from denial of service, damage, tampering, espionage, fraud, misappropriation, misuse, unauthorized modification, and unauthorized disclosure. Produce weekly and cumulative reports of violations of network security policies and procedures; and provide recommendations for improvement. Produce reports in narrative, graphic, and tabular machine- readable formats.
• Install and ensure operational Virtual Private Network (VPN) access for all users.
• Support technical upgrading and maintaining of entire systems (laptop/desktop, tablet, etc.).
• Conduct remote troubleshooting where possible to expedite the repair process using Dameware, MS Teams and S Windows Remote Desktop Connection.
• Ensure multifunction devices (MFD – scan, print, copy, email) are connected to the network and accessible by users, and associated consumables are installed and ready for use. Produce monthly and cumulative reports of the maintenance status and use (e.g., quantity of copies, scans, email, etc.) of MFDs, consumables, and the number of issues elevated to the next level of support, the timeliness of the elevation, and identification of unresolved issues not elevated to the next level of support within one business day.
• Assist in the creation of technical documentation and manuals. Act as liaison between users and IT to promote and integrate information services through communication, cooperation, and collaboration.
• Prepare and route internet, cable, and cellphone billings for approval and payment for Government Purchase Card (GPC) payments by the Government. Produce monthly and cumulative reports of internet and cellphone usage and billing within 5 business days of bill receipt. Produce monthly and cumulative reports on the timeliness of usage/billing report production to the Government. Produce monthly and cumulative reports of the maintenance status and use (e.g., quantity of copies, scans, email, etc.) of MFDs, consumables, and the number of issues elevated to the next level of support, the timeliness of the elevation, and identification of unresolved issues not elevated to the next level of support within one business day.
• Prepare and route internet, cable, and cellphone billings for approval and payment for Government Purchase Card (GPC) payments by the Government. Produce monthly and cumulative reports of internet and cellphone usage and billing within 5 business days of bill receipt. Produce monthly and cumulative reports on the timeliness of usage/billing report production to the Government.
• Prepare and update the Controlled Area Entry Authority Listing (EAL) for Building 954, SIPRNet room/classified processing area by the first business day of each calendar month. Produce a monthly and cumulative report that tracks document updates.
• Intake and process IT plans and requirements requests via the Cyberspace Infrastructure Planning System (CIPS), or comparable capability. Produce weekly and cumulative reports on the status of CIPS tickets. Produce reports in narrative, graphic, and tabular machine-readable formats.
• Keep the government Program Manager and COR informed of any issues/concerns that require intervention. Produce monthly and cumulative reports of issues/concerns that require intervention, along with proposed recommendations for resolution. More than one error per report is considered a “Major” discrepancy for the reporting period. Produce reports in narrative, graphic, and tabular machine-readable formats.
• Prepare and maintain required reports, records, logs, and files for operational, administrative, and compliance purposes.
• Provide customers with the policies, forms and guidance required for application account requests.
• Review all documents submitted for access to requested applications, ensuring Information Assurance certification and appropriate signatures have been obtained on required documents if applicable. The forms shall be submitted to the appropriate POC for processing and then stored in an area designated by the Government. Produce monthly and cumulative reports for access requests, noting processing timeliness by involved authorities, issues, and recommendations for resolution.
• Apply established security groups to specific shared files with the appropriate permissions in shared files and the global address listing.
• Ensure accounts are created accurately and troubleshoot access and connectivity issues to the U.S. Government network(s) and supported applications. Implement IT security policies and procedures to ensure protection of information transmitted to hosting environments using LAN, WAN, the World Wide Web, or other communications modes. Produce weekly and cumulative reports of the implementation of IT security policies and procedures.
• Configure and manage all government owned mobile devices in accordance with Department of the Air Force Manual (DAFMAN) 17-1301, “Computer Security (COMPUSEC),” or future iterations thereof.
• Limit privileged access to systems/applications (i.e., operating system, system parameter and configuration files, and databases), utilities, and security-relevant programs/data files to authorized personnel and maintain required supporting documents for each account created on the restricted drive or other location designated by the government.
• Coordinate IT support for AFSFC geographically separated personnel.
• Monitor the “Interactive Customer Evaluation (ICE)” survey tool for AFSFC IT. Produce monthly and cumulative reports of ICE-derived customer feedback in narrative, graphic, and tabular machine-readable formats. Propose recommendations to address customer concerns.
• Possess a basic functional knowledge of all assigned IT assets and software associated with AF SDC, COTS and Virtual Desktop Infrastructure (VDI) systems used by the general AFSFC user population within 30 days of appointment and 30 days for any newly assigned assets of programs. These programs can include but are not limited to (desktop Anywhere, SecureView, Cisco Jabber, MS 365 Office Suite or higher, Windows 11 or higher, etc.).
• Provide technology support for all assigned Government-issued Personal Electronic Devices, to include but not limited to (Cellphones, Tablets and Wi-Fi hotspots, etc.)
• Ensure Mobile device training and an DAF 4433 is completed by the user prior to issuance of mobile devices.
• Complete Weekly Activity Report (WAR) detailing all activities and accomplishments for the week and meet delivery schedules or coordinated tasked suspenses

High School with 3 - 6 years (or commensurate experience)

Clearance Required: TS SCI  

Required Skills and Experience

• Five years of experience in computer system/network support service desk. Includes one-year documented work with specialized experience related to a Hardware Personal Computer (PC) Technician.
• Five years of experience with: PC Network, Windows Operating System (OS) and Active Directory (AD).
• Three years of experience working with web-based ticket submission.
• One-year documented work experience with elevated permissions on a Department of the Air Force (DAF) Network (NIPR).
• IAT Level II or IAM Level I certification as identified in table 5, current on appointment of position and maintained throughout the life of appointment to position.

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GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.