Provides technical support to end users on a variety of issues.
Support may be provided in-person or remotely through phone and email assistance.
Must be able to identify, research, and resolve technical problems.
Ensures a timely process through which problems are controlled.
Includes problem recognition, research, isolation, resolution, and follow-up steps.
Maintains the operation of the AFMC SIPR help desk and serves as the primary contact for customer concerns.
Responds to telephone calls, email and personnel requests for technical support.
Documents, tracks, and monitors the problem to ensure a timely resolution.
Provides technical support to end users for laptops, desktops, and network connectivity issues.
Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
Simulates or recreates user problems to resolve operating difficulties.
Accurately tracks customer issues from initial communications to resolution.
Ability to communicate factual and procedural information clearly, both orally and in writing.
Ability to analyze routine network problems and recommend solutions.

Must have an active Secret Clearance or above with the ability to maintain.
5 years + of help desk support experience.
Must have an up to date 8570 compliance (e.g. Security+ or IAT level II equivalence).
Knowledge and troubleshooting skills related to Windows 10 Professional.
Ability to troubleshoot hardware such as desktops, laptops, zero clients, and network connectivity.

Help Desk Specialist

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