Jacobs Help Desk Specialist (TS/SCI) in Eglin AFB, Florida
Critical Mission Solutions
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Jacobs is seeking a Help Desk Specialist to support the United States Air Force’s 53rd Wing Technical Support Services (53rd WTSS) contract. This contract supports the 53rd Wing and 96th Test Wing, both headquartered at Eglin AFB, FL and having units CONUS-wide. The 53 WG is the focal point for the Combat Air Forces in electronic warfare and is responsible for operational test and evaluation of advanced equipment and systems. The 96 TW is the USAF’s test and evaluation center for advanced air-delivered weapons, navigation and guidance systems, and C2 systems. The 53rd WTSS team partners with military and civilian personnel to provide world-class IT technical support for the 53 WG and 96 TW missions. The 53rd WTSS IT support covers full lifecycle IT from concept, to deployment, day-to-day operations / maintenance, and culminating in system retirement / replacement / upgrade.
Both Wings are headquartered at Eglin AFB, FL, adjacent to the white-sand beaches and crystal-clear waters of Northwest Florida’s Emerald Coast.
To learn more about the Emerald Coast, click here: www.emeraldcoastfl.com/
Jacobs is seeking a self-motivated, energetic help desk tech to support the 53rd Computer Systems Squadron (53 CSS), a 53 WG unit. The 53rd Computer Systems Squadron provides communications and information systems for the 53 Wing’s four groups. It automates, sustains, and operates wing communications and information systems activities including unclassified, collateral, and advanced program local area networks. It operates the Combat Air Force Network Operations Center providing classified information services to the CAF worldwide. The 53 CSS provides network capability to fuse data from multiple test facilities into one coherent picture and it develops and maintains the computer systems supporting the development, test, and dissemination of electronic warfare mission data. The 53 CSS also provides advanced programs audiovisual support and operates and maintains a state-of-the-art video-teleconferencing capability.
Employing problem-solving techniques and procedures in support of clients, systems, and networks and consult with users to determine hardware, software, and system functionality.
Providing overall network, user, and systems support and will be identify, prioritize, and resolve reported issues and problems, to include creating network user accounts and the setup/configuration of email.
Providing helpdesk support, field user calls, determine level of support required, and escalate/distribute those calls accordingly e.g. to Tier 2 or Tier 3.
Supporting and troubleshooting users’ issues in the areas of account management, enterprise resources application, server administration, networking, and applications.
Troubleshooting and problem resolution for software, hardware, and communications issues related to supported computer workstation systems and applications.
Security patching (analyzing, documenting and taking corrective action for any issues) and system audit collection and performing continuous system monitoring and analysis to ensure optimal systems, network, and user operation.
Hardware/software installation and testing.
Performing other duties as assigned.
Here’s What You’ll Need:
Required Education and Experience:
- A minimum of 1 year of help desk experience diagnosing and resolving technical problems with both software and hardware.
Must be able to provide onsite and remote technical support with an emphasis on hardware, connectivity and application issues.
Must possess problem solving skills, excellent understanding of desktop operating systems, networking principles and MS applications.
Must understand information assurance and interact with security personnel on issues related to system security and provide sound information assurance guidance as required. In addition to these responsibilities, must have strong communication skills.
Active / Valid DoD TS/SCI-eligible clearance (i.e. DCID 6/4 eligibility); applicant must maintain clearance in active/valid status.
Clearance investigation close date must be no older than 5 years, 6 months at the time of application.
Must be willing to submit to, and be able to pass, a CI polygraph.
- Active / valid DoD 8570.01-M IAT-II certification; applicant must maintain currency of same.
Experience working in a high-volume call-center.
Practical experience using a help desk ticketing system.
Demonstrated ability to multi-task.
Office setting that includes sedentary physical effort. However, may include lifting of weight up to thirty (30) pounds as necessary. Must be able to work well with co-workers and all levels of management. No hazards on job or unusual
environmental conditions. Periodic/occasional travel may be required to include both continental US and/or overseas locations.
Work may involve sitting or standing for extended periods of time. Position may require typing, and reading from a computer screen. Must have sufficient mobility, including but not limited to bending, reaching, and kneeling to complete daily duties in a timely and efficient manner. There is a possibility that due to parking availability and location of work, walking moderate to long distance may be required.
Equipment and Machines
Ability to operate office equipment such as personal computer, printer, copy machine, telephone, fax machine and other equipment including desk supplies and other work related tools as required.
Monday-Friday 7:00 a.m. - 4:30 p.m. Regular attendance of scheduled hours is extremely important, but not critical, except for deadlines and meetings. Punctuality and regular attendance are necessary to meet deadlines. Must exhibit flexibility of work hours to adjust to surge situations based on critical mission requirements. Position may be assigned to Shift 1 or Shift 2. Notional Shift hours, inclusive of at least one 1/2 hour break, are generally 0600-1430, Mon -Fri for Shift 1 and 1300-2230, Mon-Thu for Shift 2.
Other Essential Functions
Must demonstrate professional behavior at all times when dealing with customers, management and co-workers. Must have clear, concise and accurate communications skills in English, both verbal and written. Grooming and dress must be appropriate for the position and must not impose a safety risk to employees or others. Must maintain a positive work atmosphere by behaving and communicating in a professional manner. Independent personal transportation to work site is required. Travel to and from customer's locations may be required to support projects. This may involve airline travel. In some cases, accommodations can possibly be made for POV, if necessary. When operating any vehicle for work purposes, must wear seat belt and in addition, no cellular devices are to be used when vehicle is in motion.
Jacobs is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, citizenship, low-income status or any other status or characteristic protected by applicable law. Learn more about your rights under Federal EEO laws (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) and supplemental language. (https://www.eeoc.gov/sites/default/files/migrated_files/employers/eeoc_gina_supplement.pdf)
At Jacobs, we’re challenging today to reinvent tomorrow by solving the world’s most critical problems for thriving cities, resilient environments, mission-critical outcomes, operational advancement, scientific discovery and cutting-edge manufacturing, turning abstract ideas into realities that transform the world for good. With $13 billion in revenue and a talent force of more than 55,000, Jacobs provides a full spectrum of professional services including consulting, technical, scientific and project delivery for the government and private sector.