Position is contingent upon contract award

The Sr Help Desk Support Specialist provides second-tier technical support for end-users across desktop, laptop, and network environments. This role requires advanced expertise in Windows 11 Enterprise, Microsoft Active Directory, Microsoft 365, Microsoft Azure, and associated enterprise management tools. The specialist supports enterprise-wide IT operations including mobility devices, wireless networks, and Video Teleconferencing (VTC) systems, ensuring uninterrupted service delivery to both standard and VIP users within Army and DoD environments. The incumbent will coordinate closely with the Network Enterprise Center (NEC), USAREUR, and other Army IT support organizations to resolve complex technical issues, maintain compliance, and support mission readiness.

ESSENTIAL JOB FUNCTIONS:

• Provide management and oversight of the cross-functional help desk service support team.
• Provide second-tier technical support for desktop, laptop, and networked systems (NIPRNET, SIPRNET, MPE, and Closed Restricted Network (CRN)) including hardware, software, printers, and multi-function devices.
• Troubleshoot, repair, and configure computer systems, peripherals, and software applications in compliance with Army IT policies and standards.
• Manage user, service, and group accounts, as well as computer objects in Active Directory (AD) and Microsoft Azure , ensuring compliance with all security and access control requirements.
• Support and manage mobility devices (Android and Apple) including configuration, registration, issuance, SIM management, and maintaining accurate inventory and accountability in accordance with current policy.
• Provide enhanced technical support to VIP users , including on-site visits, issue resolution, and follow-up actions; immediately notify the Work Site Information Management Officer (IMO) and Information Systems Security Manager (ISSM) of all VIP-related incidents.
• Deliver user training on private industry mobile platforms (Android, Apple) and ensure all technicians maintain proficiency in supporting mobile operating systems and DISA - supported applications .
• Maintain an accurate and up-to-date inventory of all hardware and software , including serial numbers, locations, custodians, and classification data within designated SharePoint repositories.
• Provide advanced support for Video Teleconferencing (VTC) systems, including installation, configuration, maintenance, troubleshooting, and coordination of events across NIPR, SIPR, and MPE networks.
• Maintain detailed VTC hardware/software inventories , tracking systems, and maintenance documentation as prescribed by the Work Site IMO.
• Perform weekly system checks to verify equipment functionality and coordinate with the IMO for any maintenance actions that could affect warranty or service contracts.
• Attend scheduled and ad hoc VTC sessions as directed to resolve unforeseen technical issues, including those occurring outside of normal operating hours , when required.
• Simulate or recreate user problems to diagnose and resolve persistent or complex operating difficulties.
• Interact with NEC, USAREUR, AESD, and other Army or DoD IT organizations to de-conflict technical requirements and ensure restoration of services.
• Ensure all service requests, incidents, and resolutions are logged and tracked according to established ITSM and Army procedures.
• Support compliance with DoD, Army, and Information Assurance (IA) standards, ensuring secure and efficient operations across all supported systems.

EDUCATION & EXPERIENCE:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent military/technical experience).
• Minimum of 8 years of progressive IT support experience in an enterprise or DoD environment, with at least 2 years in a senior help desk or system support role .

LICENSE & CERTIFICATIONS:

• IAT II Compliant

KNOWLEDGE & SKILLS:

• Advanced proficiency in Windows 11 Enterprise, Microsoft 365, Active Directory, and Azure .
• Demonstrated experience with C4IM services and Army IT management tools.
• Experience supporting VTC systems , including Cisco, Polycom, or equivalent platforms.
• Strong knowledge of Army Europe , 2TSB , and AESD policies and processes preferred.
• Excellent communication and customer service skills, with the ability to interface effectively with all levels of users including GO/SES personnel.

TRAVEL : 15 % or More

SECURITY CLEARANCE : Active Secret required