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IT Support Specialist

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IT Support Specialist

Veteran Firm Seeking Cleared Help Desk Resources for Immediate
Fills at Fort Rucker, AL

My name is Stephen Hrutka and I am the owner of a Veteran-owned firm in
Washington, DC focused on Supply Chain, Strategic Sourcing, and
Technical/Cleared Recruiting.

HRUCKUS helps other Veteran Owned businesses recruit for positions across
the SBA, HHS, DARPA, and other cutting-edge R&D related defense
agencies.

Our newest 8A client is seeking Tier 1 and 2 Help Desk Support with Secret
Clearance to Support the Army in Alabama. Must be able to get Sec+ and
MCSA within 90 days of starting.

If you’re interested, I'd be glad to provide more details about the role and
further discuss your qualifications.

Thanks,

Stephen M Hrutka
Principal Consultant
www.hruckus.com

Executive Summary: HRUCKUS is seeking several candidates to fill
multiple roles for Tier 1 and 2 Help Desk Support at Fort Rucker, Alabama.

Clearance: Secret Preferred, Interim Secret Available for Clearable, US
Citizens

Education: High School Degree

Required Certifications:


• Security+,

• AND: MCSA or MCITP

• Both may be obtained within 90 days of starting the role

Experience:


• Required experience consists of telephone support and ticket

generation for both internal and external customers that utilize
supported applications, services, and information systems.


• Responsible for redirecting all external safety related questions or
issues to the appropriate Tier III Subject Matter Experts (SME) if
issues or questions reach beyond the scope of established Army
Regulatory or DoD Directives.


• Provide direct IT support for identifying, prioritizing, categorizing,
resolving, and/or escalating customer issues.


• Scan and retain all In-processing out-processing paperwork and
ensures submission of DD2875 and USACRC AUP to Information
System Security Manager (ISSM).


• Closes the loop with customer to ensure issue was resolved to the
customer’s satisfaction before closing trouble ticket


• Monitors issues for resolution per G6 Enterprise Help Desk Standard
Operating Procedure (SOP) and Service Level Agreement (SLA)


• Enters ALL issues in government required ticketing system(s)

• Identify trends and report them up the chain

• Ensures the end-to-end customer experience and provides a single

point-of-contact for the customer

• Works with members of the desktop/network teams and other

workgroups within the CRC on projects and initiatives as needed

• Creates a positive customer support experience and builds strong

relationships through deep problem understanding, ensuring timely
resolution or escalation, communicating promptly on progress, and
handling customers with a consummately professional attitude, Logs
and tracks incidents and requests from identification through
resolution. Follows up with other support staff involved in resolution to
ensure incidents are resolved, requests are filled, and the customer
communication is complete and Documents resolutions and updates.

IT Support Specialist

HRUCKUS
Full time
Fort Rucker, AL
1 - 2 years of experience
High school
$$51,000 to $60,000 per year

Published on 02/23/2020

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