Job: Level I Help Desk/Security Clearance

Helpdesk Level I Job Description
General Purpose
The MCOM Contract is responsible for user and peripheral support on an unclassified Air Force network. We support approximately 4100 users on Schriever Air Force Base in Colorado Springs. Our user-base is made up of officers, enlisted, contractors, and military civilians. The LAN is comprised of nearly 6000 peripherals.
Main Job Tasks and Responsibilities
Respond to requests for technical assistance in person, over the phone, and electronically
Ability to work harmoniously in a team environment with government customers and other contractors
Diagnose and resolve technical operating system and software issues
Research questions using available information resources
Follow standard Air Force and helpdesk procedures
Log all helpdesk interactions using Remedy Action Request System
Appropriately redirect problems to appropriate work centers
Identify and escalate situations requiring specialized or urgent attention
Track and route problems and requests, documenting resolutions
Provide status of issues upon request
Stay current with system information changes and updates
Ability to work 1st, 2nd and 3rd shifts
Must be a U.S. Citizen and possess a current DoD Secret security clearance or the ability to obtain one.
Education and Experience
Bachelors degree or related work experience (3-4 years experience in networking, help desk and customer service/technical support)
Current experience in professional face-to-face, over the phone, and email customer service
Current working knowledge of Microsoft Windows XP, Vista, Outlook, Exchange, Active Directory Users and Computers, Remedy, Blackberry, Smartcard / PKI, Printers and servers, VPN, and all major manufacturer workstations, laptops, and associated peripherals
CompTIA Security+ and/or other technical certificates
Key Competencies
Experience with Air Force communication networks preferred
Experience with 50th Space Wing is highly desirable
Oral and written communication skills
Learning skills / Adaptability
Customer service orientation
Problem analysis and solving
Time management
lanning and organizing
Attention to detail
Stress tolerance