Help Desk Support Specialist

We are hiring for an Help Desk Support Specialist in Poznan, Poland (SOFA position).

What you'll do:

• Provide basic Command, Control, Communications, Computers and Information Management (C4IM) Service Support.
• Support End-users with Microsoft Windows NIPR/SIPR desktops, laptops, printers & scanners.
• Process NIPR, SIPR & VPN account requests.
• Primary point of contact for processing IT tickets assigned.
• Maintain NIPR and SIPR Microsoft Active Directory (AD) user and computer accounts by creating, modifying or updating properties or groups. Coordinate with the ETNOSC AD Team or the ESD, as necessary, to troubleshoot AD issues.  Includes creating or update existing 119/trouble tickets.
• Install and configure Army NIPR/SIPRNet images on computers.
• Perform hardware/software additions, moves, and changes.
• Support VTC requirements as necessary (setup meetings, monitor, troubleshoot).
• Participate in mobility administration as needed by the organization (iPhones).
• Analyze system faults, troubleshoot, and run diagnostic tests on hardware to detect problems.
• Provide weekly and monthly status reports documenting work performed.

Customer Relationship:

• Maintain a high level of customer satisfaction by clarifying and exceeding customer requirements.
• Visit customers’ offices to support the customers as necessary.
• Respond to service, product, technical, and customer questions.
• Excellent communication and customer service skills.

2 years with BS/BA; 0 years with MS/MA; 6 years with no degree

What you'll need:

• Demonstrable experience in the fielding, management, configuration, repair and system program aspects of hardware and software desktop support in an enterprise setting. 
• Demonstrable experience in Windows 10/11 Professional, and Microsoft Active Directory.
• Knowledge of system administration and technical practices to resolve customer IT problems.
• Ability to demonstrate good oral, written, and telephone communication skills.
• Ability to build and maintain relationships with customers, peers, and support partners.
• Active Directory Administration.
• Windows Desktop Support and MS Office Support.
• Active DOD Secret Clearance. 

Certifications required:

• Computing Environment certification (Windows 10 can be done during on-boarding)
• Baseline: IAT II (Comptia Security+)