Help Desk Support Analyst w/ TS/SCI Clearance

PEAKE is a technology integrator focused on bridging the gap between people, technology, and operations.

We are searching for a skilled Help Desk Support Analyst to join our team supporting engineering tasks. The selected candidate will provide Help Desk support to the Office of Military Commissions (OMC) offices in the National Capital Region (NCR). 

Active DoD Security clearance (TOP SECRET w/ SCI Eligibility) required. This is an onsite position with a Monday - Friday schedule during normal business hours.

Every member of our team has a mission-focused mindset and a “do whatever it takes” mentality. At PEAKE, every person is unique and brings a different set of capabilities to each project, solution or service. We value team work to get the job done.

Primary Responsibilities:

• Provide IT Help Desk support using the Information Technology Infrastructure Library (ITIL) Information Technology Service Management (ITSM) model during OMC business hours.
  
• Provide IT support services and call triage including First Call Resolution, Impact and Priority Based Incident Categorization.
  
• Provide timely customer feedback, monitor/update the status of assigned tickets, and ensure warm hand-off and/or ticket escalation.
  
• Maintain a professional appearance and demeanor during duty hours, official travel, and when working with the user community. 
• Provide O&M support for OMC desktop, laptop, and tablet information systems.
  
• Image information systems using government provided operating system image
  
• Provide onboarding and provisioning of new accounts, and deprecation for users departing the organization.
  
• Submit tickets for all reported incidents, work orders, and service requests.
  
• Will utilize Government approved tools to accurately report, document, administer, and resolve customer issues.
  • Government provided tools include, but are not limited to the following:
    • (1) BMC Remedy for ticket racking and routing
    • (2) Microsoft SharePoint, as a knowledge management repository for SOP’s
      
• Provide surge support to NSGB in support of OMC Users participating in court hearings, trial activities, and other events as required.
  
• Provide VTC support for scheduling, call setup, testing, and troubleshooting measures.
  
• Facilitate mapping and troubleshooting user access to shared network resources.
  
• Provide support for computer peripheral device requests, installation, and troubleshooting IAW established policies and procedures.
  
• Provide support for software requests, installation, and troubleshooting IAW established policies and procedures.
  
• Provide support for mobile device requests, issuance, accountability, troubleshooting, and retrieval IAW government approved processes.
  
• Provide PKI Trusted Agent (TA) support, this includes but is not limited to; submitting new token requests, retrieving, issuing tokens, and the collection/turn-in of returned/expired tokens IAW established policies and procedures.
  
• Provide Voice Over Internet protocol (VOIP) and Secure VOIP troubleshooting, this includes port activation requests, connectivity, and trouble ticket submission.
  
• Troubleshoot all information system hardware line replaceable units (LRU).
  
• Provide maintenance and support for local/networked printers, scanners, digital senders, and other multi-function devices. The contractor will procure replacement parts (e.g. Fuser) and other consumables (e.g. Toner) on a cost reimbursable basis as required.
  
• Provide transportation, delivery and setup of IT assets throughout the NCR and NSGB. The Government will provide transportation to Guantanamo Bay, Cuba and for shipment of IT assets. Transportation, delivery and setup of IT assets throughout Guantanamo Bay, Cuba, will require the contractor to use Government vehicles in NSGB and will have to sign an indemnity agreement.
  
• Provide desk-side training to the end user for standard software and equipment issues as requested. Desk-side training includes but is not limited to software and equipment demonstration, tri-fold brochures and quick start guides, and demonstration of links to online and web-based IT training.
  
  

Required Education and Certifications

• Required Experience: Bachelor's with 8 - 10 years of experience (Master's with 6 – 8 years of experience)
• Required Education:  Bachelors in Engineering, Computer Science or other related field. 1.5 yrs. Experience = 1 yr. of  College (non-degreed = 6 yrs. of experience)
• Certification:
  • CompTIA Security+
  • ITIL v3 Foundations
  • HDI or A+
  • Related certifications relevant to personnel roles/responsibilities

Additional benefits to employees include:

• Opportunity for advancement within company
• Medical/dental/vision insurance
• Company-paid life insurance and short- and long-term disability insurance
  
• Retirement planning
  

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Employees are hired based solely on PEAKE personnel requirements and the qualifications of each individual candidate. We do not tolerate nor condone discrimination due to age, race, color, religion, sex, national origin or disability. We will comply with the spirit and letter of all local, state and federal laws pertaining to employment. Furthermore, we will not discriminate due to age, race, color, religion, sex, national origin or disability when making decisions regarding termination of employees.