Help Desk Coordinator
Gdh Consulting, Inc.

Job Info

This position requires the use of problem management databases and help desk systems.

Responsibilities:
- Review and coordinate with users to gather accurate information for tickets opened on the Helpdesk site.
- Assist users with CAC pin resets.
- Interface with vendor support service groups to ensure appropriate notification during system outages or degraded performance.
- Assist with the installation of terminals and associated hardware.
- Support users in troubleshooting computer-related problems, providing polite, patient, and customer-focused assistance.
- Notify users of modified input data/format requirements.
- Adhere to Air Force, AFIMSC, and local installation regulations concerning Computer Operations.
- Install software on PCs, including loading Air Force SOC operating systems and upgrades, as well as installing and updating COTS software packages such as the Microsoft Office Suite.
- Use trouble ticket software (Remedy or other agreed-upon method) to document and maintain user trouble calls, with reference to a Remedy ticket number.
- Process In/Out processing documents for AFIMSC Headquarters, PSUs, and Detachments personnel, including Special Access Authorization Requests (SAARs).
- Review documentation for accuracy and work with users to obtain any required information.
- Assist users in completing required Cyber Awareness training when network access is unavailable.

Minimum Requirements:
- Two (2) years of experience in computer system/network support, including one year of specialized experience related to Hardware PC Technician.
- Two (2) years of experience with PC Network, Windows OS, and Active Directory.
- One (1) year of experience working with web-based ticket submission.
- DoD 8570 certification at the IA T Level II minimum, in accordance with AFMAN 17-1303, para 3.2.1.2. This includes certifications such as CCNA Security, CySA+, GIC SP, GSEC, Security+, or SSCP.
- Successfully pass preemployment qualifications

GDH provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran's status or any other category protected by law. In addition to federal law requirements, GDH Consulting, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities and/or employees. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Applicants with disabilities that require an accommodation or assistance in applying and/or for interviewing, please contact our HR Department.

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