What are the responsibilities and job description for the Help Desk Coordinator position at GDH?
This position requires the use of problem management databases and help desk systems.
Responsibilities
– Review and coordinate with users to gather accurate information for tickets opened on the Helpdesk site.
– Assist users with CAC pin resets.
– Interface with vendor support service groups to ensure appropriate notification during system outages or degraded performance.
– Assist with the installation of terminals and associated hardware.
– Support users in troubleshooting computer-related problems, providing polite, patient, and customer-focused assistance.
– Notify users of modified input data/format requirements.
– Adhere to Air Force, AFIMSC, and local installation regulations concerning Computer Operations.
– Install software on PCs, including loading Air Force SOC operating systems and upgrades, as well as installing and updating COTS software packages such as the Microsoft Office Suite.
– Use trouble ticket software (Remedy or other agreed-upon method) to document and maintain user trouble calls, with reference to a Remedy ticket number.
– Process In/Out processing documents for AFIMSC Headquarters, PSUs, and Detachments personnel, including Special Access Authorization Requests (SAARs).
– Review documentation for accuracy and work with users to obtain any required information.
– Assist users in completing required Cyber Awareness training when network access is unavailable.
Minimum Requirements
– Two (2) years of experience in computer system/network support, including one year of specialized experience related to Hardware PC Technician.
– Two (2) years of experience with PC Network, Windows OS, and Active Directory.
– One (1) year of experience working with web-based ticket submission.
– DoD 8570 certification at the IA T Level II minimum, in accordance with AFMAN 17-1303, para 3.2.1.2. This includes certifications such as CCNA Security, CySA , GIC SP, GSEC, Security , or SSCP.
Responsibilities
– Review and coordinate with users to gather accurate information for tickets opened on the Helpdesk site.
– Assist users with CAC pin resets.
– Interface with vendor support service groups to ensure appropriate notification during system outages or degraded performance.
– Assist with the installation of terminals and associated hardware.
– Support users in troubleshooting computer-related problems, providing polite, patient, and customer-focused assistance.
– Notify users of modified input data/format requirements.
– Adhere to Air Force, AFIMSC, and local installation regulations concerning Computer Operations.
– Install software on PCs, including loading Air Force SOC operating systems and upgrades, as well as installing and updating COTS software packages such as the Microsoft Office Suite.
– Use trouble ticket software (Remedy or other agreed-upon method) to document and maintain user trouble calls, with reference to a Remedy ticket number.
– Process In/Out processing documents for AFIMSC Headquarters, PSUs, and Detachments personnel, including Special Access Authorization Requests (SAARs).
– Review documentation for accuracy and work with users to obtain any required information.
– Assist users in completing required Cyber Awareness training when network access is unavailable.
Minimum Requirements
– Two (2) years of experience in computer system/network support, including one year of specialized experience related to Hardware PC Technician.
– Two (2) years of experience with PC Network, Windows OS, and Active Directory.
– One (1) year of experience working with web-based ticket submission.
– DoD 8570 certification at the IA T Level II minimum, in accordance with AFMAN 17-1303, para 3.2.1.2. This includes certifications such as CCNA Security, CySA , GIC SP, GSEC, Security , or SSCP.
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