Lead Help Desk Specialist in Wiesbaden, Germany, Germany

Overview

The SOSi team is growing in Europe and we are looking for talented and dedicated Lead Help Desk Specialist to support an IT program based in Wiesbaden, Germany. SOSi is a family-owned government contractor with a long history of providing technical solutions to customers performing challenging missions.

Essential Job Duties

Manages team of 5 Service Desk Technicians providing guidance and priority of work to triage and resolve customer incidents and user requests. Review Service Now reports to ensure the Service Desk is meeting service level agreements and develop process improvement plans. Serves as the initial point of contact for both onsite and remote end user requests and respond swiftly and appropriately based on self-determined severity of incidents. Responsible for front line customer Help Desk support, responding to and resolving computer, printer, and network issues. Customers contact the Help Desk in person, by phone, using Remedy or sending emails. This position involves a high degree of quick decision making and detailed task management to ensure all work orders not resolved at the Help Desk are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory

Responsibilities:

Provide participants and staff with responsive, qualified, and knowledgeable IT Call Center and Help Desk support. Help Desk requests may be received in person, over the telephone, by email, or via the Systems Support Division ticket system. The Help Desk Technician shall enter telephone request calls, emails, and in-person requests into the ticket system.

Tier 1 Support Service include but are not limited to:

• Managing Active Directory User Accounts and groups.

• Install and troubleshoot all Government-approved IT equipment such as desktops, monitors, printers.

• Physically deploy, relocate and/or replace IT equipment. This may require an individual to lift equipment up to 50 pounds.

• Ensures all government installed equipment (such as air conditioning units, fire alarms, automatic opening doors, etc.) is properly recorded, up-to-date and accurate at all times.

• Install and troubleshoot all Government-approved operating systems and COTS software for desktops, laptops, and other mobile devices.

• Demonstrate how to login to the network, save and retrieve files, how to find course materials, and how to effectively use all of the IT resources available, as required by the Government.

• Provide Tier 1 support, to include all sections of SSD such as Networking, Systems, DevOps, Information Assurance, and will escalate requests and incidents in accordance with documented SOPs.

• Tier 2 Support Services include Tier 1 services plus:

• Manage the Microsoft System Center Configuration Manager (SCCM) to include the following tasks:

• Create, manage, and maintain Windows images, software deployment packages, task sequences, Windows and 3rd party software updates and patches, containers and schedules.

• Manage test groups for Windows and 3rd party software updates and patches, and ensure testing is completed based on documented SOPs

• Create, manage, and maintain SCCM reports, and ensure accurate and reliable information is provided upon request.

• Assist with managing the Mobile Device Management system for all approved mobile devices in accordance with documented SOPs.

• Provide Tier 2 support to all sections of SSD including Networking, Systems, DevOps, Information Assurance, and will escalate requests and incidents in accordance with documented SOPs.

Minimum Requirements

• In scope DOD Secret clearance is required.

• A bachelor’s degree plus 3 years of recent specialized experience, OR; An associate’s degree plus 7 years of recent specialized experience, OR; A major certification plus 7 years of recent specialized experience, OR; 11 years of recent specialized experience.

• Education/Certifications: One year related experience may be substituted for one year of education, if degree is required.

• Must be able to meet and maintain TESA and/or Host Nation requirements.

• IAT II certification.

• CE Windows 10 and/or MS 365 certified.

• Microsoft 365: Modern Desktop Admin Associate.

Preferred Qualifications

• Bachelor’s Degree in Information Technology (IT) or a related field.

• Fluency in a foreign language is desirable, but not required.

• ITIL4 Foundation certification.

Work Environment

• Working conditions are normal for an office environment.

• Fast paced, deadline-oriented environment.

• The Helpdesk hours of operation are 0700 to 1800 hrs Monday through Friday.

SOSi is an equal employment opportunity employer and affirmative action employer. All interested individuals will receive consideration and will not be discriminated against on the basis of race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity, genetic information, or protected veteran status. SOSi takes affirmative action in support of its policy to advance diversity and inclusion of individuals who are minorities, women, protected veterans, and individuals with disabilities.