Helpdesk Administrator I

				Overview:

Job Title: Helpdesk Administrator I

Location: Doha, Qatar

Responsibilities:

Trace Systems is actively recruiting for a Helpdesk Administrator I to support the AFCENT Combined Air Operations Center (CAOC) contract in Doha,Qatar.

The job responsibilities include, but are not limited to:

* Provide Tier 1 technical support (performing initial trouble ticket/call prioritization, diagnosis, analysis and troubleshooting and resolution of basic client hardware and software issues);

* Provide Tier 1 hands-on support to users on the AOC/CAOC floor;

* Provide solutions over the phone or remotely when feasible, and coordinate with and escalate tickets to back shops/other functional areas for support and resolution when required;

* Follow-up with end-users on status, and verify problem resolution prior to trouble ticket closure;

* Create and manage organizational and user accounts and assign, modify, and delete passwords and user privileges IAW AFCENT guidance;

* Manage SIPR PKI program;

* Coordinate on Firewall Exemption Requests (FERs)/Bluecoat Exemption Requests (BERs);

* Maintain the CFP status display systems to remotely monitor and track status of all systems, networks and connections, including internal and external links and circuits;

* Serve as focal point for ASIs and time change order/item (e.g., NOTAMs, TCTOs,

* TCNO, MTO, CCO and CTO) management, processing, tracking and status reportingacross all network enclaves;

* Maintain status tracking applications/tools; create, update, and coordinate status reports and presentation slides (i.e., COMSTATs, SITREP, etc.); and brief AFCENT leadership to provide situational awareness on outages/failures;

* Add, move and change client hardware and software to meet end user data, voice, mobile, and video needs;

* Provide system support to clients operating on the network/domain;

* Configure client level software, modify software configuration, and perform basicconfiguration management functions;

* Ensure notification of unit Equipment Custodian of any hardware relocation and equipment problems;Install equipment IAW AFCENT and SPIN-C directives;

* Assist with installing, testing, and accepting new systems according to the terms of the purchase contract and instructions;

* Periodically review the organization's needs for computer resources and validate computer equipment requirements;

* Promote user awareness concerning unauthorized or illegal use of computer hardware and software;

* Implement client workstation software patches, security fixes, and service releases according to local instructions;

* Other duties as required

Qualifications:

* Active, in-scope US Government issued Secret clearance with eligibility.
* Due to the nature of the work and contract requirements, US Citizenship is required.
* DoDM 8140 Information Assurance Technical (IAT) Level 2 or higher

GENERAL EXPERIENCE: 

* Responding to help desk tickets and resolving technical issues for hardware, software, and network systems
* Providing support for operating systems(Windows, macOS, Linux) and common software applications
* Diagnosing and resolving connectivity problems, including LAN/WAN and VPN issues
* Assisting end-users with systme logins, password resets and account management.
			

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