Tier I Help Desk Specialist

				Overview:

Provides all GCMC participants and staff with responsive, qualified, and knowledgeable IT Call Center and Help Desk support, in accordance with the requirements. Help Desk requests may be received in person, over the telephone, by email, or via the Systems Support Division ticket system.

This is a Local National position in Germany. As such the employee will be subject to paying German taxes and be part of the German work force with all the benefits of HN employment and social system. This positions requires for you to be in the Office 5 days a week! The person must have lived in Germany for 1 year consecutively.

Responsibilities:

* Manages Active Directory User Accounts and groups.
* Installs and troubleshoots all Government-approved IT equipment such as desktops, monitors, printers.
* Physically deploys, relocates and/or replaces IT equipment. This may require a Contractor to lift equipment up to 40 pounds.
* Installs and troubleshoots all Government-approved operating systems and COTS software for desktops, laptops, and other mobile devices.
* Demonstrates how to login to the network, save and retrieve files, how to find course materials, and how to effectively use all of the GCMC IT resources available, as required by the Government.
* Provides a first line interface with the participants and shall be physically present and available to the course participants during all scheduled breaks and a minimum of one (1) hour prior to the course start time and one (1) hour after the course end time.
* Performs as interface between Participants and SSD for all participant mobile devices, to include inventory control, imaging, issuance, and retrieval of the assets for course participants in coordination with the SSD Asset Manager.
* Provides Tier 1 support for GCMC, to include all sections of SSD such as Networking, Systems, DevOps, Information Assurance, and will escalate requests and incidents in accordance with documented SOPs.
* Contributes to improving customer support by actively responding to queries, handling complaints, and follow up with customers to identify areas of improvement.
* Ensures that all processes used by the Help Desk are thoroughly documented, consistently audited, and regularly improved.
* Works with IT Project Manager on project planning and execution for Help Desk related tasks and provides accurate reporting for manning and task status.
* Manage the GCMC Microsoft System Center Configuration Manager (SCCM) and HCL BigFix to include the following tasks:
* Creates, manages, and maintains Windows images, software deployment packages, task sequences, Windows and third-party software updates and patches, containers and schedules.
* Manages GCMC test groups for Windows and 3rd party software updates and patches, and ensures testing is completed based on documented SOPs.
* Creates, manages, and maintains reports, and ensures accurate and reliable information is provided upon request.
* Assists with managing the Mobile Device Management system for all GCMC approved mobile devices in accordance with documented SOPs.
* Provides Tier 1 Help Desk support tasks as required.

Qualifications:

* Good English language skills (writing and speaking).
* Able to work within Germany (must have lived in Germany for 1 year consecutively)
* Current CompTia Security+ certification.
* Basic knowledge in Help Desk Tier I related tasks.
* Physically able to lift equipment up to 40 pounds.

We offer to support you with your acquisition of the CompTia Security+ certification

At V2X, we are deeply committed to both equal employment opportunity, including protection for Veterans and individuals with disabilities, and fostering an inclusive and diverse workplace. We ensure all individuals are treated with fairness, respect, and dignity, recognizing the strength that comes from a workforce rich in diverse experiences, perspectives, and skills. This commitment, aligned with our core Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation, and expand our success in the global marketplace, ultimately enabling us to best serve our clients
			

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