HELP DESK SPECIALIST - APP L1 - USSF 24/7 OPS

**THIS POSITION IS CONTINGENT UPON CONTRACT AWARD**

JOB SUMMARY:MCSG is seeking a Help Desk Specialist to provide first-point troubleshooting for technical issues, including account resets, system restores, and network access problems. The individual resolves basic issues, documents actions in Jira Service Desk, and escalates complex issues to higher-level support. Effective communication with clients and users is essential. The role also involves assisting with system installations and reporting ticket status. Work Schedule: Must be willing to work flexible shifts including nights, weekends, and holidays for 24/7 support..Location:This position is on-site at Vandenberg SFB, CA.

PRIMARY DUTIES:

• Provide first point of contact to identify, document, track, and resolve technical issues and/or determine when the issue should be escalated. These tasks may include but are not limited to:
  
  
  
  • Account/password resets
  • Simple restores
  • Initiate or assist with system restores and roll back procedures, as required
  • End of shift reporting
  • Identify trends or issues that may be resolved with self-service training and/or procedures.
  
  
  
  
• Facilitate effective communication to ensure all interactions with client and users are clear and positive.
• Answering user network resource application questions and resolving associated problems.
• Analyze issues and provide first call resolution to general classified and unclassified network and access issues and problems associated with government workstations and devices.
• Use client's IT ticketing management tool(s) to create and assign trouble tickets for network, workstation, laptop, printer, and other IT issues.
• Document issues by creating, updating, reviewing, and concluding actions in the Jira Service Desk (ITSM) system.
• When required, escalate troubleshooting issues to either Tier 2 or Tier 3 teams or other technical support organizations when appropriate for further resolution.
• Assist with coordinating and participating in installation and renovation projects.
• Assist with gathering information to report ticket status to Help Desk Supervisor and the PM for reporting to the COR and other government staff.
• Support the customers' annual exercises, planned monthly relocations, and unplanned real-world events, as needed.

REQUIREMENTS:

• 2+ years of direct experience troubleshooting IT hardware and software issues.
• Proficient in operating system fundamentals
• Experience performing desktop, laptop, and printer maintenance tasks.

PREFERRED QUALIFICATIONS:Experience with the US Air Force's Kobayashi Maru software products (ATLAS, IRIS, Osiris) and/or WarpCore (Data as a Service).

RELEVANT EXPERIENCE: 2+ years of direct experience troubleshooting IT hardware and software issues.

EDUCATION/CERTIFICATION: Associate's degree in computer science, information technology, or similar field.

SECURITY CLEARANCE:Top Secret/SCI clearance

ABOUT US:At MCSG Technologies, we believe the path to success begins by empowering our employees to do what is best for our customers. This helps create value for our customers and business partners through efficiencies and cost-effective relationships that are built on trust, while delivering on-time and within budget. Our company ethos is simple Empowered to serve our customers, our communities, our colleagues. If you would like to learn more, please visit our website at www.mcsgtech.com or find us on Glassdoor.

BENEFITS OFFERED:Medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, EAP, parental leave, paid time off, holidays and more. Learn more about MCSG Technologies benefits: https://www.mcsgtech.com/benefits/.

COLORADO'S EQUAL PAY ACT: In compliance with Colorados Equal Pay for Equal Work Act; MCSG Technologies considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidates work experience, education/training, and key skills.

EOE STATEMENT:We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability status, protected veteran status or any other characteristic protected by law.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION:The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

EXECUTIVE ORDER 14042 ENSURING ADEQUATE COVID-10 SAFETY PROTOCOLS:The United States government may require that all employees, plus all contract employees performing services on behalf of the federal government, be fully vaccinated against COVID-19. In accordance with EO 14042, MCSG Technologies may require that all employees with MCSG Technologies be fully vaccinated against COVID-19.