Jacobs Cloud Help Desk Specialist in Scott AFB, Illinois
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Jacobs is seeking a qualified Cloud Help Desk Specialist to support the IT Service Management (ITSM) contract at Scott AFB, IL. Jacobs provides information technology solutions and services to a broad range of both Government and private industry, including Department of Defense, Federal Civilian agencies, healthcare, education, and small/medium business market. Our analysts, engineers, and technicians are highly trained, qualified subject matter experts, understanding each segments’ specialized business processes, requirements, and functions. Combined with an extensive IT background, Information Solutions Group's enhanced IT services enable our clients to analyze existing business processes, identify process improvements, evaluate associated risks, and develop operational solutions.
The Cloud Help Desk Specialist will perform duties as directed by the Cloud Services Lead. As part of a DoD IT Support contract, there may be some differences that are specific to this environment. With the guidance of the Cloud Services Team Lead, the Cloud Help Desk Specialist will:
Resolve enterprise customer issues in the cloud
Provide detailed level answers on Cloud Platforms supported and provides escalation and routing for complex issues and requests
Maintains ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team
Researches customer concerns and find appropriate resolutions
Creates and maintains case management records of daily problems and remedial actions taken, or installation activities
Directs remote support to users for network and desktop hardware and software problems
Picks up calls from users, diagnoses problems and recommends solutions
The selected candidate may interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
Collect and enter service desk information (e.g., event, incident, request fulfillment) into the USTRANSCOM designated service management systems
Provide C4, and business system account management and access management to include creation of accounts, issuance of passwords and resetting locked user accounts
Provide access control to systems IAW published security policy
Perform Local Registration Authority (LRA) duties, to include issuing and revoking Public Key Infrastructure (PKI) certificates throughout the command
Be the focal point for all SIPRNet token issues, provide training to trusted agents (TAs) and ensuring the LRA program complies with DoDI 8520.02
Provide on-call support 24 hours per day and respond onsite within two (2) hours of notification for issues
Interface with the DECC Operations Support Team (OST), provider Service Desks, Air Force Enterprise Service Desk, IT Operations Management, and other organizations as required to coordinate resolution of issues reported to the Cloud service desk
The selected candidate must have:
The ability to support the Cloud Help Desk from 0630 to 1830 local time, Monday-Friday
The ability to support afterhours and weekend cloud service-desk support
The Cloud Help Desk Specialist will be expected to maintain currency and highest level of technical skill in field of expertise
Here’s What You’ll Need:
The following requirements must be satisfied as of the first day of employment:
An Associates degree in information systems or computer science and six (6) years relevant experience. Additional education or relevant technical training or certifications may be substituted for a portion of the experience.
A clearance at the SECRET level is mandatory before the first day of work.
A current certification that satisfies the DoD 8570 IAWIP requirement for an IAT II position. Qualifying certifications are:
• Requires sitting for extended periods of time at a desk (90%). Requires sitting at a computer terminal for long periods of time (90%). There is a possibility that due to parking availability and location of work area walking moderate to long distances can sometimes be required.
• Inside office/cubicle environment. Requires ability to interact professionally with co-workers and all levels of management (100%).
Equipment and Machines
• Requires ability to operate a personal computer, a telephone, copier, and other general office equipment (100%). Ability to conduct evaluation of third and fourth generation or current state of the art computer hardware and software and its ability to support specific requirements, interfacing with other equipment and systems.
• Attendance is critical. Work hours are normally 8 hours per day and 5 days per week, Monday through Friday. Being prompt is important to provide continuous and on-going service to the customers.
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.