Help Desk Specialist

Job Description:

The Help Desk Specialist will provide critical front-line support for AFTAC's IT systems, ensuring the resolution of technical issues in a timely manner. This role will involve troubleshooting a wide range of hardware, software, and networking problems, and supporting users with system access, software installation, and system updates. The Help Desk Specialist will also assist in maintaining an efficient service desk and provide after-hours support during high-demand or system failure situations.

Key Responsibilities:

Respond to and resolve approximately 2,500 service desk tickets annually, ensuring that all tickets are handled in accordance with the Incident Priority Matrix. Troubleshoot and resolve issues related to hardware, software, and network connectivity. Provide guidance for PKI-related issues and support for digital certificate management. Offer on-call support during non-business hours, including weekends and holidays. Document and maintain all help desk processes, ticket resolutions, and best practices. Assist in training users on new software, systems, and tools.

Required Qualifications:

Security+ certification required. Experience with UNIX/Linux and Windows operating systems. Strong troubleshooting skills and knowledge of network configurations.

Preferred certifications:

ITIL, A+, Red Hat Certified System Administrator (RHCSA), Network+. Top Secret Clearance IAT Level 2

Desired Qualifications:

UNIX/Linux cert and/or Windows cert Network+, ITIL, A+, Microsoft Certified Technology Specialist, Red Hat Certified System Administrator