Cust Technical Supp Engr Sr/Help Desk Specialist Sr. - C

The most security-conscious organizations trust Telos Corporation to protect their vital IT assets. The reputation of our company rests on the quality of our solution and the integrity of our people. Explore what you can bring to our solutions in information assurance, secure networks, secure enterprise messaging, and identity management.

Be a part of the Telos culture and see what sets us apart! Telos offers an excellent compensation package with benefits that include generous paid time off, medical, dental, vision, tuition reimbursement, and 401k. Our employees enjoy more than just a great work environment!

This position will be based at Camp Humphreys, Pyeongtaek, Korea.

We are seeking a highly skilled Senior-Level Helpdesk Specialist to provide full-service support to all 8A HQ personnel for government-owned hardware and software. The successful candidate will have a strong background in helpdesk support, excellent problem-solving skills, and the ability to work effectively in a fast-paced environment.

JOB REQUIREMENTS

• Provide Level 1 and Level 2 service desk support, including answering and recording incoming calls, taking ownership of problems until full resolution, and determining the functional area of the problem being reported.
• Record details of each service outage and/or incident in a government-designated trouble-ticket management system and assign a priority level to each trouble-ticket received.
• Adhere to initial response timelines, restoral object timelines, and notification procedures for all priorities, including Urgent, High, Medium, and Low.
• Route all VTC trouble tickets to the VTC Team and route all Network Engineering trouble-tickets to the Network Engineering Team for action.
• Ensure that all trouble-tickets are resolved and verified by the customer before closure.
• Offer customers the chance to complete a government-developed Customer Satisfaction Survey and store all survey data and comments in a government-designated database.
• Report Trouble Ticket Metrics in the Weekly Activity Report (WAR), including total number of trouble-tickets processed and completed, and a narrative for each Urgent Priority Trouble-Ticket still open.
• Manage user accounts in the Active Directory for customers on NIPRNET, SIPRNET, and CENTRIXS-K networks, including account creation and modification, reset passwords, unlock accounts, change group membership, edit account attributes, disable, and delete accounts.
• Manage user electronic mailboxes in Microsoft Exchange for customers on CENTRIXS-K, including creating, provisioning, and deleting mailboxes.
• Provide end-user hardware support, including touch-maintenance, configuration, troubleshooting, and security on hardware.
• Provide end-user service support, including installation, configuration, troubleshooting, and security of services.
• Identify trends in reported problems to detect broader outages or service degradation.
• Provide direct assistance to employees to enhance the productivity of the workforce, including helping users with SharePoint, team calendars, Word documents, Excel spreadsheets, and other COTS features and capabilities.
• Assist 8A HQ Information Management Officers (IMOs) with resolving customer support requests, including providing regular updates to trouble-tickets, sharing information regarding outages, and training to conduct IMO level troubleshooting.

Job Requirements

Skills / Qualifications

• Clearance Requirements: US Secret Clearance, Minimum Background Investigation complete NALC\T3 with SSBI\T5 initiated.
• IT Certifications: DoD 8570.01-M/DoD 8140 IAT Level II certification. CompTIA Security + and baseline certification as outlined in DoD 8570.01-M/DoD 8140.
• Education Requirements: Bachelor's degree in computer science or closely related field. Bachelor's degree can be waived with four (4) continuous years performing Service Desk tasks.
• Experience Requirements: Two (2) of the last six (6) years performing Service Desk tasks. General knowledge of Windows operating systems.
• Language Requirements: Must be able to speak in front of a large audience and write formal papers, memorandums, reports in the English language.
• DESIRED: Korean Defense Language Institute Qualification levels of 1/1/1 (Comprehension, Reading, and
• Speaking), Test Strong communication and documentation skills, with the ability to effectively communicate with technical and non-technical stakeholders.
• Ability to work effectively in a fast-paced environment, with multiple priorities and deadlines.

Additional Items

• Some travel between primary agency site and geographically separated locations may be required to perform assigned duties.

Telos maintains a drug-free workplace and will conduct drug testing on all applicants who have accepted an offer of employment

Telos Corporation participates in the E-Verify program. Therefore, any employment with Telos will also be contingent upon confirmation from the Social Security Administration ("SSA") and/or the Department of Homeland Security ("DHS") of your authorization to work in the United States

Telos offers an excellent compensation packages including salary commensurate with experience and benefits to meet your needs for today and the future.

Telos and its subsidiaries are an Affirmative Action/Equal Opportunity Employer encouraging women, minorities, individuals with disabilities, and veterans to apply.

Job Type

Full-Time

Location

Pyeongtaek-si, KR (Primary)

Telos offers an excellent compensation packages including salary commensurate with experience and benefits to meet your needs for today and the future. Telos and its subsidiaries are an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.