Helpdesk Technical Support Specialist

3 days ago

Doha, Baladīyat ad Dawḩah, Qatar Trace Systems Inc. Full time

**Job Overview:**

We are seeking a highly skilled Helpdesk Administrator I to join our team in Doha, Qatar. The successful candidate will provide Tier 1 technical support and hands-on assistance to users on the AOC/CAOC floor.

Key Responsibilities:

  1. Provide initial trouble ticket/call prioritization, diagnosis, analysis, troubleshooting, and resolution of basic client hardware and software issues.
  2. Offer Tier 1 support to users on the AOC/CAOC floor, providing solutions over the phone or remotely when feasible.
  3. Coordinate with and escalate tickets to back shops/other functional areas for support and resolution when required.
  4. Follow up with end-users on status, verifying problem resolution prior to trouble ticket closure.
  5. Create and manage organizational and user accounts, assign, modify, and delete passwords and user privileges according to AFCENT guidance.
  6. Manage SIPR PKI program, coordinate Firewall Exemption Requests (FERs)/Bluecoat Exemption Requests (BERs), and maintain CFP status display systems.
  7. Serve as focal point for ASIs and time change order/item management, processing, tracking, and status reporting across all network enclaves.
  8. Maintain status tracking applications/tools, create, update, and coordinate status reports, and brief AFCENT leadership to provide situational awareness on outages/failures.
  9. Add, move, and change client hardware and software to meet end-user data, voice, mobile, and video needs.
  10. Provide system support to clients operating on the network/domain, configure client-level software, modify software configuration, and perform basic configuration management functions.
  11. Ensure notification of unit Equipment Custodian of any hardware relocation and equipment problems; Install equipment according to AFCENT and SPIN-C directives.
  12. Assist with installing, testing, and accepting new systems according to the terms of the purchase contract and instructions.
  13. Periodically review the organization's needs for computer resources and validate computer equipment requirements.
  14. Promote user awareness concerning unauthorized or illegal use of computer hardware and software.
  15. Implement client workstation software patches, security fixes, and service releases according to local instructions.

Requirements:

  1. Active, in-scope US Government issued Top Secret clearance with SCI eligibility.
  2. Due to the nature of the work and contract requirements, US Citizenship is required.
  3. DoDM 8140 Information Assurance Technical (IAT) Level 2 or higher.

Experience:

  • Responding to help desk tickets and resolving technical issues for hardware, software, and network systems.
  • Providing support for operating systems (Windows, macOS, Linux) and common software applications.
  • Diagnosing and resolving connectivity problems, including LAN/WAN and VPN issues.
  • Assisting end-users with system logins, password resets, and account management.
  • Associates degree in Computer Science or related field; or 2+ years' IT Help Desk Support experience, and 2+ years' of experience in Computer/IT hardware support (experience may be concurrent).

About Us:

Trace Systems Inc. is a leading provider of enterprise IT, engineering, full life-cycle communications, cybersecurity, cloud, and virtualization services and solutions to the United States Department of Defense and other federal agencies.

We invite you to explore this exciting opportunity and learn more about our company culture by visiting our website at www.tracesystems.com.

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