Helpdesk Specialist A2 Federal - 4.0 Augusta, GA Job Details Full-time 11 hours ago Qualifications ITIL Foundation ITIL Certification Field service IT service management CompTIA Security+ Full Job Description Job Description Staffs the central Scalable GEOINT Help Desk at Fort Gordon, which supports IGEA users across the enterprise and operates as an on-call entity for analyst support 24/7, 365 days a year, with support provided within two hours of a request. Coordinates with FSRs at remote CONUS and OCONUS sites.

RESPONSIBILITIES

Provide timely helpdesk support to IGEA users throughout the enterprise and serve on the 24/7/365 on-call rotation for analyst support. Provide customer support by telephone, chat, and email; describe customer needs accurately in JIRA and track request status on the appropriate network. Coordinate with organizations that use IGEA / Scalable GEOINT so their system requirements are reflected in priorities; identify support trends and recommend system changes. Coordinate IT equipment repairs with the client and hardware vendors; install fiber and copper cabling and configure network connections, directly and through patch panels. Answer user questions and resolve hardware and software problems in person, by phone, or electronically; run diagnostics and read technical manuals to resolve issues. Oversee daily performance of computer systems; set up equipment and install and perform minor repairs to hardware, software, and peripherals. Support accountability of IT equipment by location and serial number. , Required Skills Minimum 5+ years of experience in user and field support. Bachelor's degree or equivalent experience. A senior role for top-level user support, requiring extensive experience and the ability to operate independently in the field, providing hands-on assistance. ITIL Foundation and CompTIA Security+ certifications. Active Final

TOP SECRET

clearance at start of work, with eligibility for SCI access. DoWM 8140.03 baseline certification at start of performance; CE certification or certificate of training in the relevant technology before privileged access to Government systems. , About A2 Federal A2 Federal is dedicated to augmenting the United States' national security efforts, domestically and abroad. We specialize in intelligence, language, and information technology/cyber services to support the Department of Defense, the Intelligence Community, and other agencies across the federal government.