THE COMPANY

ICS provides innovative IT solutions to our customers most complex problems. As a defense contractor, ICS employees provide services and support of no-fail missions in the Federal DoD, Civilian, Military and Intelligence communities. We believe that our people are our greatest asset and invest heavily in their professional development. Our culture is governed by our Core Values: Integrity, Excellence, Grit, Selfless Service and Getting Stuff Done.

THE POSITION

The Windows Help Desk Specialist will serve on the Integrated Information Management Systems Information Technology Support Services (IIMS-ITSS) for JSSC at the Pentagon. They will be responsible for providing Tier 0 and Tier 1 technical support for systems used, with an emphasis on Windows systems, and users supported by JSSC utilizing established customer-provided knowledge base, Standard Operating Procedures (SOP), ticketing system, and other guidelines.

COMPENSATION AND BENEFITS

We offer a premium base salary with compensation commensurate with experience. We provide a robust benefits package including Tuition Reimbursement, 401K Match, BCBS Health Coverage, and Paid Time Off EVEN YOUR BIRTHDAY!

RESPONSIBILITIES:

• Respond to and diagnose Windows problems through discussion with users and provide Tier 0 and 1 technical support by functioning as a focal point for the system (emphasis on Windows) and user problem resolution to include providing end-to-end ownership of incidents with actual or potential impact to operations and ensure a timely process through which problems are controlled
• Utilize customer-provided knowledge base and ticket management system to enter, document, track, coordinate, route, resolve, and close user ticket issues including creating and maintaining a central repository for technical advice and solutions for network systems, software applications assistance, automatic data processing support, hardware exchange, and repair service support, and assisting with monitoring and reporting performance metrics
• Provide technical support for Windows systems/applications to identify, research and resolve technical problems in a timely manner in response to telephone calls, emails and personnel requests for support
• Exercise sound judgment in developing methods, techniques, and evaluation criteria associated with obtaining results under this contract to include monitoring Key Performance Indicators (KPI) and recommending innovations to improve and enhance overall work center operations
• Interact with technicians across multiple disciplines to include, but not limited to networking, Tier 2and 3, and application support, customers, and contract leadership relating to complex technical issues/solutions in a manner to establish effective partnerships/relationships in support of accomplishing the work required
• Improve the customers operating environment by providing expert support while also maintaining the cybersecurity/IA posture of systems/hardware managed/administered for both JSSC and JSSCs customers assets
• Compliance with all safety and security requirements, policies, and procedures; worksite access protocols and updates, training requirements, required certifications, and other duties/projects as assigned

ADDITIONAL INFORMATION

• Video interviews will be conducted

• Active Top-Secret Clearance with SCI) eligibility, AND
• DoD 8570 Information Assurance Technical Level II (IAT-II) CompTIA Security+ CE Certification, AND
• Bachelor's Degree in Computer Science, Information Systems, Engineering, Business, or other related disciplines, with 6 years of technical experience, of which at least 4 years must be specialized experience in analysis and design of business applications on complex systems for large-scale computers, database management, use of programming languages such as ADA, COBOL, 4GL, and/or DBMS, and knowledge in storage and retrieving methods, OR
• Equivalent combination of related education and experience may be substituted

PREFERRED:

• Information Technology Infrastructure Library (ITIL) Version 3 Foundation Certification

Equal opportunity employer, including disability/vets.