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Help Desk Support Services Specialist - Senior - PD2 Functional SME

Croop La-France, Inc. ([email protected])
Computers/Information Technology


  Full Time   Employee

United States

Help Desk Service Specialist
Location: Fort Detrick, MD
The position is contingent upon contract award and successful negotiation with the Customer. Incumbents are encouraged to apply, and all applicants will be held in strict confidence.
About Croop-LaFrance, Inc.
Croop-LaFrance, Inc. is a tribally-owned IT services company and a wholly owned subsidiary of Oneida Technical Solutions, LLC. Headquartered in Upstate New York, Croop-LaFrance, Inc. is a small disadvantaged business with substantial past performance providing IT-related services and solutions to the federal government and Department of Defense, including large IT service contracts with the U.S. Army and U.S. Air Force.

About Oneida Technical Solutions, LLC
Oneida Technical Solutions (OTS) is a tribally-owned 8(a) certified IT Network and Telecommunications Services company, wholly owned and operated by the Oneida Nation of New York through Oneida Nation Enterprises, LLC. Headquartered in Oneida, New York, OTS is the direct parent company of Croop-LaFrance, Inc.

About Oneida Nation Enterprises, LLC
Employing nearly 5,000 individuals across a variety of industries, Oneida Nation Enterprises (ONE) has established a multitude of sophisticated business enterprises, including the award-winning Turning Stone Resort Casino, a destination resort in Upstate New York (past recipient of Conde Nast?s ?Most Excellent Resort in North America?) that has hosted major PGA TOUR golf events, and championship boxing events televised on HBO, ESPN and Showtime.
Serving the casino, retail, law enforcement and health care industries, ONE has deep experience providing IT services and Support in highly complex, secure, and regulated environments. ONE provides turn-key IT Support and service for the 2,400-acre Turning Stone Resort Casino, Yellow Brick Road satellite casino, the 12-store chain of SavOn convenience stores, three marina operations, in addition to the Oneida Indian Nation?s government programs and services, which include the federally recognized, CALEA-accredited Oneida Nation Police Department and the Oneida Nation?s Health Services Department, an Indian Health Services clinic.
Position Responsibilities
We seek a full time, on-site Help Desk Service Specialist for the Information Management/Information Technology (IM/IT) and Army Contract Writing System Support Services contract located at Fort Detrick, Maryland. The successful candidate will be Customer-focused, responsive, reliable, and detail-oriented.
?Provides Tier I or Tier II supporting end users on a variety of issue and will requires basic computer Support to include account creation, account termination, password resets, application functional Support, and peripheral device set-up for printer and drive mappings.
?Responds to telephone calls, email and personnel requests for technical Support.
?Supports Video Teleconferencing (VTC) requests
?Resolves Customer issues received by phone and email accounts and documents, tracks, and monitors the problem to ensure a timely resolution.
?May interact with network services, and/or applications / web development to restore service and/or identify and correct core problem.
?Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems.
?Maintains currency and high level of technical skill in field of expertise.
?Record, analyze, maintain, prepare, and submit required reports regarding problem resolution occurrences and trends as needed.
?Develop training aids to address recurring problems and frequently asked questions.
?Must be able to lift twenty-five pounds.
?Perform other duties as assigned.
* Must possess CompTIA Security+ certification or equivalent certification in accordance with DoD 8570.01-M.
* Must possess an active DoD SECRET security clearance.
* Demonstrated knowledge and experience providing Tier 1, Tier II, or Tier III Helpdesk Support services is highly desirable.
* Demonstrated knowledge and experience with Remedy ? Commercial Helpdesk application is highly desirable.
* Demonstrated knowledge and experience working with Procurement Desktop Defense (PDČ ) - DoD Contract Writing System is highly desirable.
* Industry certifications (Cisco, Microsoft, ITIL, etc.) preferred.

For consideration, please send resume and a copy of certifications to [email protected]

Croop-LaFrance, Inc. is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information or any other protected characteristic under applicable law.

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