Senior Help Desk Specialist

vor 2 Wochen

Grafenwöhr, Deutschland SOS International LLC Vollzeit

Overview:
***Position contingent upon contract award**

SOSi is seeking a highly qualified Senior Help Desk Specialist to support US Army requirements in the Europe & Africa Area of Responsibility (AOR).

**Responsibilities**:

- Manage and oversee performance of subordinate personnel performing this task.
- Ensure personnel are trained to provide Tier 1 and 2 enterprise IT help desk services including, but not limited to, incident management and problem resolution, in accordance with the Army IT Portfolio (AITP).
- Ensure help desk personnel are appropriately trained to deliver end user and common device support for enterprise IT help desk services that includes coordinating with the Army Enterprise Service Desk (AESD).
- Ensure subordinates support ticket creation if the end user is unable to perform this function.
- Ensure help desk services are prioritized for Very Important Persons (VIPs) and maintain a VIP Tracker.
- The contractor shall provide telephonic support when VIPs are traveling.

Qualifications:

- Bachelor’s degree with a minimum of 8 years’ experience, or an Associate’s degree with a minimum of 10 years’ experience, or a high school diploma with a minimum of 12 years’ experience
- An active Secret security clearance with an SSBI.
- DOD Cyber Work Force (DCWF) 411 Certs: CND or GFACT or GSEC or Security+ or equivalent.
- Plan, direct, or coordinate activities related to program and project management support.
- Analyze business needs and translate them into actionable requirements for IT projects.
- Support the development and maintenance of program management documentation, such as the Program Management Plan (PMP) and Work Breakdown Structure (WBS).
- Facilitate communication between technical teams and stakeholders.
- Contributes to the development and implementation of the TO management portal.
- Analyze project progress, financial data, and risks to provide insights and recommendations.
- Proficiency in Microsoft Office suite including Word, PowerPoint, Excel, and SharePoint for document management and various administrative tasks.
- Experience producing metrics and reports using Microsoft Office tools.
- Demonstrated history of discretion, independent judgment, and self-direction.

Working Conditions:

- Normal office conditions with potential to perform duties in deployed locations.
- Core hours of operation are Monday through Friday, 0600 - 1700
- May be requested to work evenings and weekends to meet program and contract needs.
- It is anticipated that contractor personnel will be required to travel on Temporary Duty (TDY) to various CONUS and OCONUS locations based on USAREUR-AF and Mission Partner requirements.

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