Service Desk Specialist Level 2 with TS/SCI

Job Locations US-GA-Fort Gordon
Job ID
2020-3836
# of Openings
2
Category
Technical Services & Operations

Overview

 

IMG – provides information technology (IT), information assurance (IA), and visual communication services to government and commercial customers worldwide - is hiring a full-time Service Desk Specialist with TS/SCI at its Fort Gordon, GA location.

 

Founded in 1987, IMG is a leading small business that exemplifies competence, integrity and follow-through. We consistently provide customer focused professional services, which ensures our company is recognized for continually exceeding expectations. We believe that at the core of our success stand our people. Our people have provided professional services in the Information Technology field for our customers with a commitment to customer satisfaction for over 30 years.

 

Responsibilities

An I2TS3 Service Desk Specialist:

  • Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
  • Provides polite and friendly customer service
  • Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required
  • Documents incident status and solutions in incident database tools.
  • Possesses current working knowledge of computers, printers, laptops, and common windows applications
  • Works through various types Tier II issues with telephone assist
  • Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
  • Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support
  • Possesses comprehensive knowledge of desktop operating systems and applications 

Qualifications

Desirable Skills / Experience:

  • Perform STIGs & IAVA implementation for system devices, perform imaging of systems, CERP replacement, etc. 
  • Interact with customers on a daily basis to provide guidance on procedures concerning account requests, e-mail, home directories, file access/storage, and other local procedures as required to ensure mission success. 
  • Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.
  • Imaging of Computers and /or configuring of their BIOS (SCCM / PXE Boot).

Clearance Required: TS/SCI prior to consideration

 

Baseline Certification: CompTIA Security+ CE or equivalent 

 

Computing Environment Certification: MTA 98-349, Windows Operating System Fundamentals (Must be willing to obtain within six months of hire)

 

Education/Years of Experience:

HS or GED and 8 years experience

Associates and 6 years experience

BS and 4 years experience

MS and 2 years experience

 

 

IMG COMPANY BENEFITS

  • Health, dental, vision, and life insurance
  • Short term and long term disability insurance
  • 401(k) with generous company match
  • Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
  • 20 days of personal leave plus paid federal holidays
  • Professional development and training assistance

 

Information Management Group, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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