Help Desk Tech Mid – Fort Rucker Alabama

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Help Desk Tech Mid – Fort Rucker Alabama

Stafford Consulting, an information technology and federal consulting company with excellent benefits, has a new 3-year contract and has immediate openings for Help Desk technicians to support a vital US
Army Training mission in Fort Rucker Alabama.


  • Interim Secret or Secret Clearance Required
  • 2 to 5 years of computer knowledge.
  • Possesses and applies a comprehensive knowledge across key tasks and job assignments
  • Direct Support is performed by a Customer Support Technician that is required to physically touch the suspect equipment via coordination with the requestor
  • Responds to and updates requests is initiated via a Service Request system and assigned by the help desk personnel monitoring the Service Request system

Required Knowledge, Skills, and Abilities:

  • Demonstrate knowledge of customer service and customer support principles and methods
  • Report, respond to, and resolve customer requests using the ticket system
  • Install, configure, upgrade, and troubleshoot hardware and software components
  • Present formal and informal training and assistance to customers
  • Responds to and diagnoses problems through discussion with users
  • Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps
  • Serves as focal point for customer concerns
  • Respond and answer telephone calls, email and personnel requests for technical support
  • Documents, tracks, and monitors the problem to ensure a timely resolution
  • Provides support to end users for either PC, server, or classroom based applications or hardware that are maintained by the Combined Arms Center (CAC) and have a standardized configuration
  • Support the onboarding of approximately 9000 students annually which can range from short courses (less than a week to one-month), to long courses (18 months)
  • Scope of support can extend to outside of the classroom and direct student support dependent on the priority of the client
  • Onboarding of students may include the validation and creation of network accounts, imaging of workstations, supporting onboarding Cyber Security training courses, etc. Classrooms are composed of:
    1. Laptop computers (Windows 10)
    2. Blackboard Training Application
    3. Large Screen Video Projectors
    4. Large Screen touch screen monitors
    5. Integrated control system to optimize the Blackboard Training Application
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
  • Simulates or recreates user problems to resolve operating difficulties
  • Recommends systems modifications to reduce user problems
  • Ability to demonstrate good written and oral communication

Basic Qualifications:

  • Experience with computer technologies, including hardware, network, and software
  • Experience with supporting Microsoft Windows based desktops, notebooks, tablets, peripherals, networking infrastructure, or classroom training configurations
  • Knowledge of basic computer networking
  • Some experience as a Microsoft Active Directory user
  • Ability to demonstrate a moderate level of expertise in analysis necessary to collect and examine technical data from a variety of sources and to offer solutions
  • Some operating System experience with Windows 10, Server 2012 or Linux desired

Functional Responsibility:

  • Monitor ticketing queue and work on assigned tickets
  • Communicate effectively with users and update tickets with all relevant information
  • Escalate issues to leadership and on call support as needed
  • Create, unlock and disable Active Directory accounts
  • Additional duties as assigned

Preferred Certifications:

  • Security +, Network+, or A+ Certification Desired
  • MCSA Desired

Benefits Package: includes Paid Time Off/Sick Leave and limited training/education reimbursement.

To Apply: Interested candidates should send a cover letter and resume to careers@staffordservices.net. Please reference the job title in the subject line. Applications will be considered, only those being considered for the position will be contacted. No phone calls, please.

SCC is an Equal Opportunity Employer and does not discriminate on the basis of race, gender, ethnicity, sexual or gender orientation, religion, or physical ability.

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