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Help Desk Specialist _ Entry Level

Expired Job

Obxtek Tullahoma , TN 37388

Posted 4 months ago


OBXtek is an award winning Service Disabled Veteran Owned Small Business providing information technology and management services to the federal government. As the prime contractor on over 85% of its work, OBXtek is a leader in its field and has a robust corporate infrastructure that provides support for all of its programs. OBXtek has realized exceptional growth over the last four years and has been awarded prime contracts with 10 federal agencies.


The Arnold Engineering Development Complex (AEDC) is an Air Force Materiel Command (AFMC) base located on Arnold AFB in Tullahoma, TN with Geographically Separated Units (GSUs) in White Oak, MD and Moffett Field, CA. OBXtek has been contracted to provide Base Communications and Information Technology Services (BCITS), Network Operations (NetOps), Infrastructure, and Service Oriented Architecture (SOA) implementation and transformation services and solutions to AEDC and AEDC (GSUs).

OBXtek is recruiting professionals to provide network-centric information technology, networking, and security, voice, video and data communications, information and applications management, system solutions services as well as emerging requirements based on the AF Chief Information Officer's (CIO's) SOA construct to satisfy all AEDC requirements. This task order shall provide users the capabilities to find, access, collaborate, fuse, display, manage, and store information on the DoD DoDIN. Services provided include Commercial-Off-The-Shelf (COTS), National Security Systems (NSS), intelligence data handling equipment, Command and Control (C2) equipment, Local Area Networks (LAN), Wide Area Networks (WAN), Wireless LAN (WLAN), secure and non-secure video, voice and data systems, and other mission equipment.


An Entry Level Help Desk Specialist applies fundamental concepts, processes, practices, and procedures on technical assignments. Performs work that requires practical experience and training. Work is performed under supervision.

Baselines are as follows:

(a) Responds to and diagnoses problems through discussion with users.

(b) Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.

(c) Supervises operation of help desk and serves as focal point for customer concerns.

(d) Provides support to end users on a variety of issues.

(e) Identifies, researches, and resolves technical problems.

(f) Responds to telephone calls, email and personnel requests for technical support.

(g) Documents, tracks, and monitors the problem to ensure a timely resolution.

(h) Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.

(i) Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.

(j) Simulates or recreates user problems to resolve operating difficulties.

(k) Recommends systems modifications to reduce user problems.

Help desk coverage is 0630-1630, Monday thru Friday.

The AEDC enterprise service desk supports networking, email, office automation, etc. for a population of approximately 2100 personnel with approx. 1200 calls per month. Local help desks liaise with the ESD and other AEDC organizations and contractors.

Tier 0: for users to self-help in resolving problems.

Tier 1: Services include: managing an automated call distribution system, entering service

requests into a Government provided tracking system (BMC Remedy), solving simple requests,

triaging other requests and routing to appropriate back shop for maintenance.

Tier 2: Specific software applications and hardware listed in local file plans as well as, routing other service requests such as telephones, land mobile radios, QoL and Services, personal computer hardware and software requiring touch maintenance, and audio visual services to the appropriate organization. The Contractor shall develop, maintain and disseminate a listing of all currently support software


BA/BS, preferred

Candidate must be able to obtain and retain a Secret clearance.

  • Respond to all AEDC and manage customer service requests within the Government provided tracking system currently (BMC Remedy).

  • Document all AEDC trouble calls made into the service desk via various user contact mediums such as telephone calls, e-mail or web-based interfaces as trouble tickets. There are two categories of trouble tickets: Routine and VIP/Urgent/Critical. As its primary objective, the Help Desk seeks to restore normal service to standard operation as quickly as possible in order to minimize adverse impacts on customers, business operations and processes.

  • Receive, document, assign, troubleshoot, resolve, report, and track to completion all end user, workstation, and information network issues using a documented process.

  • Collect information for service requests through the Help Desk support management tool (i.e. BMC Remedy) and via telephone or e-mail as appropriate.

  • Respond to all problem calls and dispatch the appropriate category of support which shall include warranty service providers and external software vendors.

  • Provide monthly Help Desk statistics and status reports in the format directed by the COR (CDRL A014).

  • Evaluate and track trouble calls that are out of the scope of the NCC to resolve with MAJCOM Communications Coordination Center (MCCC), I-NOSC, DISA, or other applicable agency.

  • Participate in the development, administration, and maintenance of a SharePoint self-support user knowledge section.

  • Analyze and determine affected 12 base level community and ensure proactive notification to affected user community in a timely manner using e-mail, voice mail Web posting and front-end telephone system postings.

  • Operate and maintain Help Desk software tools including problem management software, network management software and other related systems.

  • Participate as local subject matter experts in developing updates to Help Desk management and tracking tools.

  • Maintain the Help Desk library that includes checklists, technical manuals, and guides including standard user application software and hardware. Ensure checklists, technical manuals, knowledge bases, and guides are updated with current information and resolution techniques, and ensure new problems and their appropriate solutions are included to assist lower level Help Desk representatives and other Help Desk technicians.

  • Monitor and maintain all Help Desk software and hardware and ensure all Help Desk systems are compliant with current standards. Manage TCNO monitoring and compliance reporting. Manage documentation related to requirement identification and solution development.

  • Also provide: troubleshooting for IP and non-IP based desktop systems, peripherals, communications devices, operating systems, and desktop application software; installation of or assisting with installation of client-based desktop software; reporting security breaches; and providing software application assistance for commonly used office automation applications purchased from standard AF support contracts. Types of incidents that are typically addressed include patch management, equipment moves, desktop hardware or software malfunctions, printer malfunctions, installation of new hardware or software, meeting room setups, desktop connectivity issues, mobile computing devices, personnel in/out processing, and various test mission peripheral devices.

  • Use the standard AF toolset and other methods, to support all desktops and patch maintenance.

  • Develop, maintain and document efficient processes for desktop configuration management and associated implementation of upgrades and maintenance.

  • Establish and maintain baselines for all workstation configurations.

  • Manage standard images using remote distribution tools.

  • Develop and document efficient processes for PC, printer and PC-related hardware and software application deployment.

  • Maintain peripheral equipment for the client including printers, scanners, mobile computing devices, Compact-Disk (CD) duplicators, and special purpose hardware and software as directed by the Government.

  • Maintain client support for LAN access and remote access via the VPN and wireless services. This includes configuring laptop and other remote systems.

  • Evaluate hardware, firmware, peripherals, software for use by staff and customers. Perform analyses and assess performance to determine hardware, software and other technical changes necessary to meet operational requirements and provide recommendations for accomplishing the objectives set forth by the Government.

  • Maintain current anti-virus protection and AFCERT compliance and manage Government provided anti-spyware software.

  • Provide technical support for installs, configurations, upgrades, and advanced troubleshooting on communication problems, application problems, Internet operation and access questions, virus assistance, hardware and software implementation or integration problems, and a myriad of additional problems or requirements.

  • Refer unresolved problems to appropriate technical support staff or responsible organization and document the referral in BMC Remedy.

  • Involve and collaborate with experts from other organizations and bases as appropriate depending on the complexity and scope of the problem.

  • Provide informal training to customers and other technicians on an as-needed basis.

  • Other duties as assigned.

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Help Desk Specialist _ Entry Level

Expired Job