SRA International, Inc., A CSRA Company Senior Helpdesk Specialist in Djibouti

Clearance Level Must Currently Possess:

Secret (NACLC)

Clearance Level Must Be Able to Obtain:

Top Secret SCI

Suitability:

No Suitability Required

Job Family:

Customer Support

Job Description:

We are seeking a Senior Helpdesk Specialist in Djibouti, Africa.

Essential Job Functions:

Perform administrative duties in a Microsoft and Cisco centric environment. Primary Customer contact for all USAFRICOM IT issues and requests, creating trouble tickets and assisting Customers using the BMC® ITSM ticketing system. Liaison for Customers on all IT issues and support to include account and token requests instructions and documentation routing. Manage user/group accounts, to include creation, deletion, validation, and modification (NIPR & SIPR). Under direction of appropriate government shared folder owners, create and modify folder access permissions of shared folders. Assist documenting and/or scheduling office installation/movement of IT equipment (NIPR/SIPR/Coalition workstations, telephones, Tandbergs) as the Customer Rep. Provide assistance to the end users by documenting new hardware/software requirements. Provide support to Information Assurance as the Customer’s primary Support Contact. Follow established processes and procedures. Documents technical fixes or process improvements as required. Create, update and close trouble tickets.

Additional Responsibilities:

  • Troubleshoot desktop, laptop, printer, scanner, network, hardware and software issues.

  • Administer moves, additions, changes, and removals for end user devices in the infrastructure.

  • Maintains, administers, and troubleshoots end user devices and addresses user requests.

  • Verify user contact and asset information, categorize ticket accurately, and populate ticket with full description of event

  • Utilize the knowledge base and other support documentation to identify, isolate, diagnose and resolve end users technical problems and provide information and status as requested

  • Escalate tickets to the appropriate support group if required to resolve.

  • Perform printer and VoIP troubleshooting

  • Provides virtual assistance sessions such using Remote Tools

REQUIRED SKILLS/CERTIFICATIONS:

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

  • CompTIA Security+ (or other IAT DoD 8570.1 Technical Level II) Certification or higher

  • Requires ONE of the following Computing Environment (CS) Certification:

  • Microsoft MCP (Windows 10) – Required within 6 months of start date

  • Microsoft Certified Solutions Expert (MCSE) 2012

  • Microsoft Certified Solutions Associate (MCSA) 2008

  • Strong technical knowledge of Windows 10, MS Office 2013 Products, Active Directory

  • Working technical knowledge of current operating systems, and standards

  • Experience with Remedy ticketing software

  • Experience in a deployed location

  • Ability to launch and operate desktop diagnostic tools to perform remote diagnostics

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

  • Excellent verbal and written communications skills

  • Strong customer service orientation

  • Able to work well in pressure/stress related situations

  • Effective interpersonal skills and relationship-building skills

  • Experience working in a team-oriented, collaborative environment

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

  • Willing to support weekend and night shift rotation

  • Able to lift heavy equipment when necessary

  • Willingness to work flexible hours

  • Shift work may be required

  • On Call Status may be required

  • Weekly Hours: 60

# of Openings:

1

Scheduled Weekly Hours:

40

T elecommuting Options:

Telecommuting Not Allowed

Work Location:

DJI Camp Lemonnier (APC070)

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.

THINK NEXT. NOW.

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.