Help Desk Specialist

Program Overview

About The Role

Help Desk Support. The Help Desk Division provides GCC mission services to improve the efficiency and effectiveness of operational support services for both the GCC and the Warfighter. The Sustainment Division provides foundational services such as continual process improvement, cost control, mission planning, and opportunities for organizational efficiencies which include development of tools, asset management (HW/SW) for LCM and property accountability and security control to protect GCC CONUS managed DODIN-A services (NIPRNet and SIPRNet).
• Cyber and Physical Security Services. Perform cybersecurity services to secure DODIN-A information systems and networks (NIPRNet, SIPRNet) as dictated by AR 25-2, AR 380-5, AR 190-13, and all other applicable DoD, Army, and GCC security policies and procedures. Cyber and physical security services include Vulnerability Management, Access Management, Physical access control, Security Assistance Visits (SAVs) support, System authorization/Risk Management Framework (RMF) and CSSP support, and documenting security processes for Government review/approval.
• Access Management. Support management services for all accounts, credentials, badges, and network access for personnel and coordinate access revocations with the Government upon expiration of orders.
• Create and maintain SharePoint groups and roles IAW established security policies,
• Support site collection and content management on NETCOM-managed Army DoDIN networks utilizing tools identified above and centrally monitored at the NETCOM HQ.
• Track site collection, site collection managers, and web application managers list to ensure all site/content/web managers are on appointment orders and have sufficient permissions to execute the management mission, via DD Form 2875. Develop and disseminate the site collection and web administrators and content manager’s Guide using best practices and Government guidance.
• Ensure organizational hierarchical permissions are in place, maintained, and support mission requirements.
• Draft site/content/web management ETP, policies, and guides for Government approval.
• Certification Accountability. Manage certification and training requirements required for account/network access (privileged/non-privileged) and any other training specified in PWS paragraph 5.2: Contract Personnel for all GCC employees within Army Training and Certification Tracking System (ATCTS). Provide a monthly GCC training and certification compliance report to the Government.
• Hard Drive Turn-ins. Support the Government ISSM with logging and sanitization of unclassified and classified hard drives or other storage devices prior to turn-in, disposal, and/or re-issuance.
• Personnel In/Out Processing. Support security management team in the In/Out processing of all GCC personnel to include issuance/closure of accounts, issuance/ collection of badges, SIPRNET/JWICS and Administration tokens, and physical keys/keycards. Provide a monthly report to the Government which tracks in and out processing for all items listed above.
• Physical Security and Access Control. Support the Security Manager with physical security and access control for the GCC NOF and extended facilities/rooms within Greely Hall in compliance with all existing policy and regulatory guidance (GCC Security Policy, NETCOM G2, ARCYBER, DOD, etc.). This includes providing support to secure the facility and the proper labelling of control of data (unclassified, classified, controlled unclassified information (CUI), and personally identifiable information (PII)). Use currently approved security system to validate Visitor Access Requests (VARs). See DD-254 for additional guidance. The following are functions of physical security and access control: • Inspections: Support periodic walk-throughs and monthly self-inspections to ensure adherence to established security procedures and policy within the GCC. This includes security control procedures for open storage, storage of classified and restricted devices, such as cellphones, smart watches, certain fitness trackers, etc., and provide the results to the Government within five (5) working days of each inspection. Track remediation of all findings through closure and provide a copy to the Government Security Manager. See DD-254 for additional guidance. • Security Inspections and/or Security Assistance Visits: Provide visit support, and support remediation efforts on any findings of identified security inspections and assistance during GCC visits. Any findings shall be tracked through issue remediation and closure and included as a report item in the Weekly Activity Report and shall provide a copy to the Government Security Manager via the COR. The Government may request a separate report and/or briefing to track larger inspections and/or SAV findings and/or items of concern. Provide a monthly CORA report documenting the GCC's current security posture with identified CORA inspection items to the COR. • Escort Duties: Support escort efforts to external personnel including cleaning staff, warranty repairmen, and personnel on-site to remediate facility health and safety concerns. The Government will coordinate escort support in advance to provide the Contractor sufficient notice for staffing. Report escort efforts supported via a monthly report. The Government Security Manager will provide escort training to any personnel supporting escort efforts. See DD-254 for additional guidance. • Sanitization: When uncleared personnel are required to enter secure spaces, sanitize the area which includes items such as cover monitors, remove classified information from viewing, and secure GSA approved security containers in accordance with DoD, Army and local policies and SOPS.

Qualifications

Basic Qualifications:

• 0 years with BS/BA; 4 years no degree
• Certifications: DCWF Code 411 Basic: CompTIA A+ or CompTIA Network+
• DoD Secret clearance or above
• General experience includes background in information systems development, network operations, application performance in a client/server environment, or related fields.
• Specialized experience includes the management of helpdesks in a multi-user environment, a comprehensive understanding of PC operating systems, an in-depth knowledge of network and electronic mail operations, and prior supervision of help desk
• Must have a demonstrated ability to communicate exceptionally well both orally and in writing, as well as have a positive customer service attitude

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $39,000 - $62,000. This represents the typical salary range for this position based on experience and other factors.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.