Job Seekers, Please send resumes to resumes@hireitpeople.comShort Description: The Arkansas Army National Guard is seeking a Help Desk Analyst to provide Helpdesk Level 2 Support End User Support.
Complete Description: 3 to 5 years field experience + required certifications. Copies if certifications are required.
Local candidates preferred.
•Preferred Education: 2 year associates degree or equivalent technical study
•Provides technical assistance, support, and advice to end users for hardware, software, and systems.
•Provides hands-on technical assistance to business and technical users.
•Manage BlackBerry Services both server and end user device.
•Create User accounts and general user account administration.
•Investigates and resolves computer software and hardware problems of users.
•Serves as a contact for level 1 support.
•Serves as a contact for users having problems using computer software, hardware,and operating systems, and escalates as necessary.
•Determines whether problem is caused by hardware, software, or system.
•Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
•Talks with technical and non-technical co-workers to research problem and find solution.
•Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
•Experienced with a variety of call-tracking software and systems.
•Reads trade magazines and engages in independent study to maintain current industry knowledge.
•Follow quality standards, and displays strong customer service skills.
•Ability to work in a team environment.
•Complete assigned tasks.
•Calls software and hardware vendors to request service regarding defective products.
•Acts as a subject matter expert for one or more custom or COTS applications.
•Talks to programmers to explain software errors or to recommend changes to programs.
•May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.
•Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
•Write software and hardware evaluation and recommendations for management review.
•Write or revise user-training manuals and procedures.
•Develops training materials, such as exercises and visual displays.
•Train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training.
•Strong communication skills; both written and spoken.
In accordance with AR 25-2 applicant must be certified IT-Level II as outlined below:
252.239–7001 Information Assurance Contractor Training and Certification.
As prescribed in 239.7103(b), use the following clause:
1830 Federal Register / Vol. 73, No. 7 / Thursday, January 10, 2008 / Rules and Regulations
Information Assurance Contractor Training and Certification (JAN 2008)
(a) The Contractor shall ensure that personnel accessing information systems have the proper and current information assurance certification to perform information assurance functions in accordance with DoD 8570.01–M, Information Assurance Workforce Improvement Program. The Contractor shall meet the applicable information assurance certification requirements, including—(1) DoD-approved information assurance workforce certifications appropriate for each category and level as listed in the current version of DoD 8570.01–M; and (2) Appropriate operating system certification for information assurance technical positions as required by DoD 8570.01–M.
(b) Upon request by the Government, the Contractor shall provide documentation supporting the information assurance certification status of personnel performing information assurance functions.
(c) Contractor personnel who do not have proper and current certifications shall be denied access to DoD information systems for the purpose of performing information assurance functions.
(End of clause)
IT–II requires the contractor to have a Certification in CompTIA Security Plus. The Contractor must also have Certification in a Computing Environment for this position it would be one of the following: Microsoft Vista, Microsoft Windows 7, Windows Server, MCP, MCSE or etc.
All new hires appointed to IA positions must be certified (baseline and computing environment (CE)) within 6 months of the date of hire or employment will be terminated.
Initiation of a National Agency Check with Local Agency and Credit Checks (NACLC) (for contractors), as appropriate or favorable review of SF85P and Supplemental Questionnaire.
services.
Skill | Required / Desired | Amount | of Experience |
BlackBerry Enterprise Server Administration | Required | 3 | Years |
Experience with Cisco/Avaya Modular Messaging | Required | 3 | Years |
MS Office | Required | 3 | Years |
VoIP Technology | Required | 3 | Years |
Excellent Communication skills | Required |
CompTIA Certs | Required |
CE Cert | Required |
