Help Desk Support Service Specialist - Int.

FEDITC, LLC is a fast-growing business supporting DoD and other intelligence agencies worldwide. FEDITC develops mission critical national security systems throughout the world directly supporting the Warfighter, DoD Leadership, & the country. We are proud & honored to provide these services.

Overview of position:

FEDITC is seeking an Tier 1 Help Desk support specialist supporting and operating the U.S. Armys Enterprise Management System (EMS) component of the Army Training Information System (ATIS). ATIS provides the underlying infrastructure to manage and deliver standardized training to Soldiers and other learners. The ATIS program designs, tests, implements, operates, and sustains an enterprise ATIS that provides a common operational picture of the training environment through integrated, interoperable training development, management, scheduling, and delivery capabilities. ATIS enables Commanders, leaders, Soldiers, and civilians to understand, visualize, describe, direct, lead, and assess training requirements to plan, prepare, execute, and assess training. ATIS also provides the institutional, organizational and self-development Army training domains to manage individual and collective training and education requirements.

Work will be performed at the Governments facility located on Joint Base Langley Eustis (JBLE) in Newport News, VA and periodically at the Acquisition Logistics and Technology Enterprise System and Services (ALTESS) data center COOP site in Radford, VA. 

Responsibilities:

• Provide Tier 1 Help Desk and Incident Management including the receipt, categorizing, handling, and disposition of all requests for service from users.
• Support establishing new accounts and password maintenance
• Act as initial point of contact for service requests received at this support level.
• Complete preliminary assessment and resolved if within the technicians realm of knowledge using troubleshooting checklists and established knowledge based processes.
• Normally the incident is elevated to the applicable Tier II Help Desk if not resolved within 15 minutes of receipt of the incident.
• Support computer and application issues associated with computers, software and hardware
• Route tickets to appropriate teams for resolution based on incident category and severity.
• Assistance available from this tier will be of the low to medium level for both software and hardware incidents.
• Service desk is staffed 24 hours a day, 7 days a week

Experience/Skills:

• 5 years experience providing service desk / helpDesk Support to end-users for PC, server, applications and hardware.
• Have experience working with the United States military is highly desired.

Education:

• Desired (not Required) - bachelors degree (or higher) in a management or technical discipline

Certifications:

• Must meet DoDD 8570.01 certification requirements for IAT Level II.
• Required certifications: COMP TIA Security + or other baseline DoDD 8570.01 certifications and Computing Environment certification

Clearance:

• Must be a US Citizen and pass a background check.
• Maintain Secret security clearance(s) at the level required by the client and/or applicable certification(s) as requested by FEDITC and/or required by FEDITCS Client(s)/Customer(s)/Prime contractor(s).

FEDITC, LLC. is committed to fostering an inclusive workplace and provides equal employment opportunities (EEO) to all employees and applicants for employment. We do not employ AI tools in our decision-making processes. Regardless of race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran. FEDITC, LLC. ensures that all employment decisions are made in accordance with applicable federal, state, and local laws. Our commitment to non-discrimination in employment extends to every location in which our company operates.