SRA International, Inc., A CSRA Company SR Helpdesk (LCR) Installation Team – Overseas in Germany

Clearance Level Must Currently Possess:

Secret (NACLC)

Clearance Level Must Be Able to Obtain:

Top Secret SCI


No Suitability Required

Job Family:

Customer Support

Job Description:

Functions as Point of Contact for incidents and service requests, as reported from users and system monitoring and alerts. Logs, verifies, and updates, as necessary, user profiles for incidents and service requests using the current IT Service Management tool (Remedy 7.x) or the Service Management Tool selected by the project. Ensures incidents and service requests are properly escalated and assigned to appropriate individual/groups. Maintains ownership of the incident reports. Communicates with users concerning the status of incidents and service requests. Compiles data through incident entry that will be used for management information and reporting. Executes the day-to-day activities of the Incident Management Process. Performs QA and closure of incidents. Solves problems requiring PC maintenance. Solves problems requiring printer maintenance. Installs network printers and drivers. Solves issues involving the troubleshooting of legacy applications (Informs, FMIS, etc.). Solves network/connectivity issues which includes servers, switches, and routers. Troubleshoots desktop, printer, scanner, Blackberry, peripheral, network, hardware and software issues. Administer moves, additions, changes, and removals for end user devices in the infrastructure. Manage user/group accounts, to include creation, deletion, validation, and modification.

Basic Requirements:

  • Experience providing support to end users.

  • Experience providing support and system administration services in an enterprise environment.

  • In depth knowledge of Microsoft desktop operating systems (Windows 7 and 10), network connectivity and desktop software application troubleshooting.

  • In depth knowledge of end user hardware and software installations, configurations, and troubleshooting.

  • Experience with Active Directory, Print server as it relates to end user support

  • Understanding of TCP/IP and network services such as DNS and DHCP.

  • Strong customer-service orientation.

  • Analytical and problem-solving abilities, with keen attention to detail.

  • Effective interpersonal skills and relationship-building skills.

  • Experience working in a team-oriented, collaborative environment.

  • Working knowledge of Microsoft server operating systems Microsoft 2008 R2 and applications and knowledge in one or more of the following; AD, Exchange (2010), Print Services, DNS, DHCP, Lync, VMware, NetApp, DataDomain.

  • Working knowledge of networking and specific knowledge in one or more of the following; routing, subnetting, TCP/IP, firewalls, IDS’s, VPN’s, VLAN’s, and network equipment configuration and troubleshooting operating systems (Windows 7 and/or 10), network connectivity and desktop software application troubleshooting.

  • Experience with ITIL framework and active in implementing process improvements.

  • Self motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.

Required Skills / Certifications :

  • Candidate must have an active Secret Security Clearance; with the ability to obtain and maintain a Top Secret/SCI Clearance

  • CompTIA Security+ CE (Computing Environment) OR other IAW DoD 8570.1 Technical Level II certification or higher

  • Currently hold OR have the ability to obtain a Microsoft MCP (Windows 10 or current Computing Environment) within 6 Months of Start Date.

  • Must meet TESA requirements - must have 11 year (or 3-4 years with a Bachelor Degree) of TECHNICAL experience.

  • Excellent verbal and written communications skills

  • Excellent Customer Service Skills

  • Willingness to work flexible hours

  • Shift work may be required

  • On Call Status may be required

  • May be required to sign for equipment.


# of Openings:


Scheduled Weekly Hours:


T elecommuting Options:

Telecommuting Not Allowed

Work Location:

DEU Germany (APCDEU)

Additional Work Locations:

CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.


CSRA is tomorrow’s thinking, today. To “Think Next. Now.” is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results.

We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.

Everywhere you look, CSRA is there. We’re in our nation’s infrastructure, in training and education, in cyber security, in serving veterans who served us—and, so much more. Take some time to learn more about CSRA. You might be surprised to learn how we touch your life.

We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Join our team and use your skills and expertise to support the safety, security, health and well-being of the nation.