Help Desk Support Service Specialist - Intermediate
Computer World Services (CWS)Corporation

Job Info

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Job Description 

Computer World Services, Corporation (CWS) is seeking an exceptional candidate to serve as Help Desk Support Service Specialist - Intermediate for the United States Army Reserve (USAR) Command Control Communications, Computers, & Information (C4IM) Information Technology Support Services (ITSS). 

United States Army Reserve Command (USARC) G-6 owns and operates Army Reserve Network (ARNet) and Secure Army Reserve Network (SARNet) to provide continuous secure and nonsecure data, voice, and video transport, data center services, hosted applications, file services, collaboration tools, cybersecurity, remote access, continuity of operations, and customer service across the USAR enterprise IAW Army Regulation (AR) 25-1 Army Information Technology and other governing documents and outlined in the Army’s Command, Control, Communications, Computers and Information Management (C4IM) Services List. These services are provided to 65,000 users with network accounts at approximately 700 locations, primarily in the continental United States with a few in Puerto Rico, Europe, Asia, and the Pacific region. 

The Candidate will enter, acknowledge, track, and resolve individual and site requests, incidents, and problems including laptop computing, mobility devices, printers, peripheral devices, network and datacenter hardware and software, and COMSEC equipment. Service desk function shall provide for telephonic and web access for customers to enter tickets. Customer service shall be available 24x7x365, including during battle assembly weekends, contingencies, emergencies, and Command mission support operations. 

Key Tasks and Responsibilities 

• Under general supervision, provides second-tier support to end-users for PC, server, mainframe applications and hardware 
• Handles problems that the first tier of help desk support is unable to resolve 
• May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem 
• Simulates or recreates user problems to resolve operating difficulties 
• Recommends systems modifications to reduce user problems 
• Maintains currency and high level of technical skill in field of expertise 
• Escalates more complex problems to Senior Level 

Education & Experience  

• AA Degree with 7+ years of experience or BA/BS with 5+ years of experience (required) 

Certifications  

• DoD 8570 IAT Level II certification (required) 

Security Clearance  

• US Government Secret (T3) clearance is required. Candidate may start with an Interim clearance but must obtain a full clearance within 180 days.

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.) 

• Travel to CONUS and OCONUS locations to meet mission requirements and undergo training maybe required.  The support outside Ft. Bragg, NC including OCONUS if required, will be designated as TDY. 

EOE AA M/F/Vet/Disability 

EEO is the Law:  https://www.eeoc.gov/sites/default/files/migrated_files/employers/eeoc_self_print_poster.pdf 

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