Helpdesk Specialist IITrace Systems

Trace Systems


Helpdesk Specialist II

US-SC-Shaw AFB

Job ID: 2025-6794
Type: Regular Full-Time
# of Openings: 1
Category: Information Technology
Shaw AFB, SC

Overview

Job Title: Helpdesk Specialist II

Location: Shaw AFB, SC

This position is pending contract award.

Responsibilities

Trace Systems is actively recruiting for a Helpdesk Specialist II to support the AFCENT Combined Air Operations Center (CAOC) contract in Shaw AFB, SC.

The job responsibilities include, but are not limited to:

Provide Tier 1 technical support (performing initial trouble ticket/call prioritization, diagnosis, analysis and troubleshooting and resolution of basic client hardware and software issues);
Provide Tier 1 hands-on support to users on the AOC/CAOC floor;
Provide solutions over the phone or remotely when feasible, and coordinate with and escalate tickets to back shops/other functional areas for support and resolution when required;
Follow-up with end-users on status, and verify problem resolution prior to trouble ticket closure;
Create and manage organizational and user accounts and assign, modify, and delete passwords and user privileges IAW AFCENT guidance;
Manage SIPR PKI program;
Coordinate on Firewall Exemption Requests (FERs)/Bluecoat Exemption Requests (BERs);
Maintain the CFP status display systems to remotely monitor and track status of all systems, networks and connections, including internal and external links and circuits;
Serve as focal point for ASIs and time change order/item (e.g., NOTAMs, TCTOs,

TCNO, MTO, CCO and CTO) management, processing, tracking and status reportingacross all network enclaves;

Maintain status tracking applications/tools; create, update, and coordinate status reports and presentation slides (i.e., COMSTATs, SITREP, etc.); and brief AFCENT leadership to provide situational awareness on outages/failures;
Add, move and change client hardware and software to meet end user data, voice, mobile, and video needs;

Provide system support to clients operating on the network/domain;

Configure client level software, modify software configuration, and perform basicconfiguration management functions;

Ensure notification of unit Equipment Custodian of any hardware relocation and equipment problems;Install equipment IAW AFCENT and SPIN-C directives;

Assist with installing, testing, and accepting new systems according to the terms of the purchase contract and instructions;
Periodically review the organization's needs for computer resources and validate computer equipment requirements;

Promote user awareness concerning unauthorized or illegal use of computer hardware and software;

Implement client workstation software patches, security fixes, and service releases according to local instructions;
Add, move and change client hardware and software to meet end user data, voice, mobile,and video needs;
Provide system support to clients operating on the network/domain;Configure client level software, modify software configuration, and perform basicconfiguration management functions;
Ensure notification of unit Equipment Custodian of any hardware relocation andequipment problems;
Install equipment IAW AFCENT and SPIN-C directives;
Assist with installing, testing, and accepting new systems according to the terms of thepurchase contract and instructions;
Periodically review the organization's needs for computer resources and validatecomputer equipment requirements;
Promote user awareness concerning unauthorized or illegal use of computer hardwareand software;
Implement client workstation software patches, security fixes, and service releasesaccording to local instructions;
Perform e-mail management and assist users with creating PSTs and moving officialemails to electronic file plans;Assist with the tracking and management of OEM/COTS licenses, warranties, service
level agreements renewals for client equipment and software; and
Support O&M of deployable communications suites (e.g., Executive CommunicationKits (ECK), including equipment set set-up, tear-down, troubleshooting;Other duties as required.

Qualifications

• Active, in-scope US Government issued Top Secret clearance with SCI eligibility.
• Due to the nature of the work and contract requirements, US Citizenship is required.
• DoDM 8140 Information Assurance Technical (IAT) Level 2 or higher.

GENERAL EXPERIENCE: 

• Responding to help desk tickets and resolving technical issues for hardware, software, and network systems.
• Providing support for operating systems(Windows, macOS, Linux) and common software applications.
• Diagnosing and resolving connectivity problems, including LAN/WAN and VPN issues.
• Assisting end-users with systme logins, password resets and account management.

Education:

• Associates degree in Computer Science or related field; or 2+ years' IT Help Desk Support experience, and 2+ years' of experience in Computer/IT hardware support (experience may be concurrent).

Trace Systems:

Trace Systems Inc. was founded to support and defend our nation's security interests at home and abroad–– whenever and wherever. We provide enterprise IT, engineering, full life-cycle communications, cybersecurity, cloud and virtualization services and solutions to the United States Department of Defense and other federal agencies.  

 

To Apply: We invite you to put your talents to work by joining a growing team of dynamic professionals here at Trace Systems! Be part of a culture at our leading-edge company where you can achieve great things while fostering a satisfying and rewarding career progression. To learn more about our current openings, text ‘tracejobs’ to 97211 or apply directly through our website at: www.tracesystems.com. #jointracesystems

 

Trace Systems is an equal opportunity employer.  Qualified candidates will be considered without regard to legally protected characteristics.

Equal employment opportunity, including veterans and individuals with disabilities.

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