Peraton requires Help Desk Staff to support the Special Operation Command Information Technology Enterprise Contract (SITEC) – 3.  This Location is at Fort Moore, GA.  

The purpose of the Special Operations Forces Information Technology Enterprise Contract (SITEC) 3 Enterprise Operations and Maintenance (EOM) Task Order (TO) is to provide USSOCOM, its Component Commands, its Theater Special Operations Commands (TSOCs), and its deployed forces with Operations and Maintenance (O&M) services to maintain Network Operations (NetOps); maintain systems and network infrastructure; provide end user and common device support; provide configuration, change, license, and asset management; conduct training, and perform Install, Move, Add, Change (IMACs) services. The responsibilities and tasks associated with each requirement play a pivotal role to USSOCOM, the CIO/J6 organization, and ultimately the end-user who operate around the globe 24x7x365.

The Help Desk technician provides support to users in the areas of electronic mail, account creation and maintenance, standard desktop applications, and applications developed and deployed by the Government. Senior Help Desk requires a strong understanding of voice and data communications, LAN/WAN equipment and operations, networking, network components, vendors, and points of contact for troubleshooting hardware, software, PC, and printer problems, as well as call center support for Government programs. The Help Desk technician shall provide EOC Site/Local help desk services and act as the POC for creating, responding to, and resolving end user incidents. The Technician will coordinate Incident Reports and Service Request resolutions with the proper personnel at the various site locations, while tracking resolutions from initiation to conclusion on behalf of the end user.

Duties include, but are not limited to:

• Overseeing the creation and management of helpdesk tickets within the IT Service Management (ITSM) system.
• Providing oversight and guidance for troubleshooting and repairing end-user issues.
• Supervising the installation, configuration, and troubleshooting of IT systems and equipment.
• Directing staff in reimaging and maintaining user workstations.
• Ensuring proper maintenance of shared file access by staff.
• Monitoring staff performance in maintaining, creating, and resetting CAC/Token credentials.
• Ensuring local registration authority (LRA) capabilities are sustained.
• Overseeing the tracking and management of IT projects, ASIs, incidents, and changes that affect customers.
• Ensuring incidents are routed or escalated appropriately to relevant IT support teams or vendor support groups.
• Managing ticket escalation to other IT support groups and vendor resources as necessary.
• Supporting the USSOCOM mission, which may require shift work or a non-standard work schedule for certain positions.

• BS 5-7 Years, MS 3-5 or HS 9-11. 4 years of relevant experience can be considered in lieu of a BS/BA degree.
• DoD TS/SCI clearance or above required.
• DoD IAT Level II certification required.
• Proven expertise in managing helpdesks within multi-user environments.
• Must have a comprehensive understanding of PC operating systems and in-depth knowledge of network and electronic mail operations.
• Must have prior experience supervising helpdesk operations, ensuring efficient and effective service delivery.
• Strong customer service orientation with a consistently positive and professional attitude.

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