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Jacobs Help Desk Support Service Specialist – Associate in Scott AFB, Illinois

Critical Mission Solutions

Your mission is our mission.

We're invested in you and your success. Everything we do - whether Aerospace, Defense, Intelligence, Information Technology, Cybersecurity, Nuclear, Automotive, or Telecommunications - is more than just a project. It's our challenge as human beings, too. That's why we bring a thoughtful and collaborative approach to every one of our partnerships.

It's our promise to challenge the status quo as we redefine how to solve the world's greatest challenges, and transform big ideas into intelligent solutions for a more connected, sustainable world.

Design your career with a company that inspires and empowers you to deliver your best work so you can evolve, grow and succeed –today and into tomorrow.

Your Impact:

Jacobs is seeking a qualified Associate Help Desk Support 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 Associate Help Desk Specialist provides second-tier support to end-users for PC, server, mainframe applications, and hardware. 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.

Responsibilities include, but are not limited to:

  • Answering calls, executing request fulfillment actions, providing functional user support, training issues, initial diagnostics/troubleshooting, account management and password services, diagnosing and resolving issues on unclassified and classified office information systems, and USTRANSCOM supported C4 systems. These systems include but are not limited to e-mail services, telephone services (VoIP/VoSIP), Distribute.mil, Task Management Tool (TMT), Electronic Information Management (EIM), SharePoint, TRANSCOM Regulating and Command & Control Evacuation System (TRAC2ES), TransViz, JFAST, AMHS and GCCS-J, and Integrated Data Environment Global Transportation Network Convergence (IGC)

  • 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 within one (1) business day after receipt of request

  • 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 SIPRNet token 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 USTRANSCOM Service Desk

  • Recommend systems modifications to reduce user problems

  • The selected candidate must have:

  • The ability to support the Service Desk from 0630 to 1830 local time, Monday-Friday

  • The ability to support afterhours and weekend service-desk support, estimated at one four-hour period per month on a specified weekend day

  • The Associate 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:

This position requires an Associates degree with 4 years of experience or a total of 6 years of related experience. An IAT Level II certification is required. The minimum of an interim Secret level DoD Security Clearance is required.

Physical Requirements

• 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.

Work Environment

• 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

• 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.

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