Help Desk Support Service Specialist- TESA Germany

• Serves as the initial point of contact for both onsite and remote end user requests and respond swiftly and appropriately based on self-determined severity of incidents. Responsible for front line customer Help Desk support, responding to and resolving computer, printer, and network issues. Customers contact the Help Desk in person, by phone, using Remedy or sending emails. This position involves a high degree of quick decision making and detailed task management to ensure all work orders not resolved at the Help Desk are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory.

Place of Performance: Wiesbaden, Germany with possible travel to field sites

Responsibilities

• This position description is subject to change at any time as needed to meet the requirements of the program or company.
• Provide all ITES participants and staff with responsive, qualified, and knowledgeable IT Call Center and Help Desk support. Help Desk requests may be received in person, over the telephone, by email, or via the Systems Support Division ticket system. The Help Desk Technician shall enter telephone request calls, emails, and in-person requests into the ticket system.
• Tier 1 Support Service include but are not limited to:
• Typical Help Desk tasks include the following:
• Managing Active Directory User Accounts and groups.
• Install and troubleshoot all Government-approved IT equipment such as desktops, monitors, printers.
• Physically deploy, relocate and/or replace IT equipment. This may require an individual to lift equipment up to 50 pounds.
• Ensures all government installed equipment (such as air conditioning units, fire alarms, automatic opening doors, etc.) is properly recorded, up-to-date and accurate at all times.
• Install and troubleshoot all Government-approved operating systems and COTS software for desktops, laptops, and other mobile devices.
• Demonstrate how to login to the network, save and retrieve files, how to find course materials, and how to effectively use all of the IT resources available, as required by the Government.
• Provide Tier 1 support, to include all sections of SSD such as Networking, Systems, DevOps, Information Assurance, and will escalate requests and incidents in accordance with documented SOPs.
• Tier 2 Support Services include Tier 1 services plus:
• Manage the Microsoft System Center Configuration Manager (SCCM) to include the following tasks:
• Create, manage, and maintain Windows images, software deployment packages, task sequences, Windows and 3rd party software updates and patches, containers and schedules
• Manage test groups for Windows and 3rd party software updates and patches, and ensure testing is completed based on documented SOPs
• Create, manage, and maintain SCCM reports, and ensure accurate and reliable information is provided upon request.
• Assist with managing the Mobile Device Management system for all approved mobile devices in accordance with documented SOPs.
• Provide Tier 2 support to all sections of SSD including Networking, Systems, DevOps, Information Assurance, and will escalate requests and incidents in accordance with documented SOPs.

Qualifications

• MINIMUM Qualifications
• Must qualify for Technical Expert (TE) status under the U.S. Status of Forces Agreement(SOFA) in Germany. REQUIRED EDUCATION AND EXPERIENCE: A bachelor’s degree plus 3 years of recent specialized experience, OR; An associate’s degree plus 7 years of recent specialized experience, OR; A major certification plus 7 years of recent specialized experience, OR; 11 years of recent specialized experience.
• Education/Certifications: One year related experience may be substituted for one year of education, if degree is required.
• Bachelor’s Degree in Information Technology (IT) or a related field is preferred.
• IAT I certification
• CE Windows 10 and/or MS 365 certified
• Modern Desktop Admin Associate
• Active US Secret Clearance
• Desired: MCP

We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.