Tier II Help Desk Technician [Germany]

 

Overview:

Local National Position at the George C. Marshall Center in Garmisch-Partenkirchen, Germany

Provides all GCMC participants and staff with responsive, qualified, and knowledgeable IT Call Center and Help Desk support, in accordance with the DSCA-Marshall Center CIO Service Request Policy Memorandum. Help Desk requests may be received in person, over the telephone, by email, or via the Systems Support Division ticket system. Contractor shall enter telephone request calls, emails, and in-person requests into the ticket system, in accordance with the DSCA Marshall Center Ticket Handling SOP Memorandum.

This is a Local National position without Logistical Support. The candidate will have to qualify for a German Residence Title and will be subject to paying German taxes and social security contributions. They will be part of the German work force with all the benefits of HN employment and social system.

Responsibilities:

• Manages Active Directory User Accounts and groups.
• Installs and troubleshoots all Government-approved IT equipment such as desktops, monitors, printers.
• Physically deploys, relocates and/or replaces IT equipment. This may require a Contractor to lift equipment up to 40 pounds.
• Installs and troubleshoots all Government-approved operating systems and COTS software for desktops, laptops, and other mobile devices.
• Demonstrates how to login to the network, save and retrieve files, how to find course materials, and how to effectively use all of the GCMC IT resources available, as required by the Government.
• Provides a first line interface with the participants and shall be physically present and available to the course participants during all scheduled breaks and a minimum of one (1) hour prior to the course start time and one (1) hour after the course end time.
• Performs as interface between Participants and SSD for all participant mobile devices, to include inventory control, imaging, issuance, and retrieval of the assets for course participants in coordination with the SSD Asset Manager.
• Provides Tier 1 support for GCMC, to include all sections of SSD such as Networking, Systems, DevOps, Information Assurance, and will escalate requests and incidents in accordance with documented SOPs.
• Contributes to improving customer support by actively responding to queries, handling complaints, and follow up with customers to identify areas of improvement.
• Ensures that all processes used by the Help Desk are thoroughly documented, consistently audited, and regularly improved.
• Works with IT Project Manager on project planning and execution for Help Desk related tasks and provides accurate reporting for manning and task status.
• Manage the GCMC Microsoft System Center Configuration Manager (SCCM) and HCL BigFix to include the following tasks:
• Creates, manages, and maintains Windows images, software deployment packages, task sequences, Windows and third-party software updates and patches, containers and schedules.
• Manages GCMC test groups for Windows and 3rd party software updates and patches, and ensures testing is completed based on documented SOPs.
• Creates, manages, and maintains reports, and ensures accurate and reliable information is provided upon request.
• Assists with managing the Mobile Device Management system for all GCMC approved mobile devices in accordance with documented SOPs.
• Provides Tier 2 support to all sections of SSD including Networking, Systems, DevOps, Information Assurance, and Contractor will escalate requests and incidents in accordance with documented SOPs.
• Provides Tier 1 Help Desk support tasks as required.

Qualifications:

• IAT II Security+ Certification
• A Microsoft Windows Operating Systems Certificate
• At least 3 years Help Desk/Customer Support experience in the IT Industry

We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.

 

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