Help Desk Specialist III

Company Description

Global Business Solutions, Inc., established in 1995, offers customers a distinctive blend of information technology capabilities, education and training services, and information assurance solutions. Managed by a team of executive leaders experienced in the field of information technology and training services within the industry and government, GBSI prides itself on exceeding expectations. Our award-winning solutions give clients the support tools needed to successfully deliver in evolving environments with confidence.

Job Description

****Notice****

This position does not represent a current opening and is posted for the purpose of collecting multiple resumes across various skill levels for a pending contract. GBSI may consider candidates who express an interest in this position for future job openings.

Please submit your resume with your online application when applying for this position. Applications without an attached resume will be disqualified. 

Please indicate, at the top of your resume, which level of experience you feel you are qualified.

Role and Responsibilities

The primary responsibility of the Help Desk Specialist will be to answer customer inquiries and resolve complaints related to computing or networking. Receiving customer problems via email or telephone, troubleshooting the problem and resolving the issue in a timely manner is vital for the Help Desk Specialist. The Help Desk Specialist is typically expected to know how to research resolutions to uncommon customer issues and to fix the problem in a reasonable amount of time that is satisfactory to the customer.

Primary Objectives of the Help Desk Specialist

• Responds to and diagnoses problems through discussions with users;
• Ensures a timely process through which problems are controlled and includes but is not limited to:
  • Problem recognition;
  • Research;
  • Isolation;
  • Resolution;
  • Follow-up.

• Provides support to end users on a variety of issues;
• Identifies, researches, and solves minor to complex technical problems;
• Promptly responds to telephone calls, email and personnel requests for technical support;
• Documents, tracks, and monitors the problem to ensure a timely resolution;
• Provides second-tier support to end users for either PC, server, or mainframe applications or hardware;
• Interacts with network services, software systems engineers, and/or applications development to restore service and/or identifies and corrects the problem;
• Simulates or recreates user problems to resolve operating difficulties;
• Recommends systems modifications to reduce user problems.

 Entry Level

 The Entry Level Help Desk Specialist applies fundamental concepts, processes, practices, and procedures on technical assignments. The Entry Level Help Desk Specialist performs work that requires some practical experience and training. Work is performed under supervision.

 Journeyman

 The Journeyman Help Desk Specialist possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring original and innovative thought to determine the best course of action to accomplish tasks. The Journeyman Help Desk Specialist operates with considerable latitude in developing methodologies and presenting solutions to problems. 

 Senior

 The Senior Help Desk Specialist possesses and applies wide-ranging knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. The Senior Help Desk Specialist will also function as a technical expert across multiple project assignments. This position may supervise others.

Qualifications

Qualifications and Education Requirements

Entry Level

• Associate's Degree in an Information Technology related field with zero (0) to two (2) years of experience, or;
• One (1) to three (3) years of experience without a degree;
• Must possess one (1) or more of the following certifications:
  • CompTIA A+ CE;
  • CompTIA Network+ CE;
  • SSCP – Systems Security Certified Practitioner;

  •  Ability to pass a Government background check

 Journeyman

• Associate's Degree in an Information Technology related field with three (3) to five (5) years of experience, or;
• Five (5) to seven (7) years of experience without a degree;
• Must possess one (1) or more of the following certifications:
  • GSEC - GIAC Security Essentials;
  • CompTIA Security+ CE;
  • SSCP – Systems Security Certified Practitioner;
  • Ability to pass a Government background check.

 Senior

 Bachelor's Degree in an Information Technology related field with seven (7) to ten (10) years of experience, or;

• Ten (10) or more years of experience without a degree;
• Must possess one (1) or more of the following IAT Level II certifications:
  • GSEC – GIAC Security Essentials;
  • CompTIA Security+ CE;
  • SSCP – Systems Security Certified Practitioner.
• Must possess one (1) or more of the following IAM Level II certifications:
  • GSLC - GIAC Security Leadership Certification;
  • CAP – Certified Authorization Professional;
  • CISM – Certified Information Security Manager;
  • CISSP or Associate – Certified Information Systems Security Professional;
  • CASP – CompTIA Advanced Security Professional;
  • Ability to pass a Government background check.

.

Additional Information

GBSI is an Equal Opportunity and Affirmative Action Employer committed to providing equal employment opportunity without regard to an individual’s race, color, religion, creed, age, sex (including pregnancy), sexual orientation, gender identity, genetics, marital status, national origin, disability, veteran status, political affiliation or belief. This equal opportunity applies to every area of employment at GBSI, including recruitment, hiring, training, transfers, promotions, terminations, compensation, and benefits. We continue to affirm our commitment to an inclusive workplace through Affirmative Action Plans that address employment opportunities for qualified women, minorities, veterans, and individuals with disabilities. We welcome and encourage diversity in our workforce.

Our policies prohibit discrimination and harassment based on race, color, religion, creed, age, sex (including pregnancy), sexual orientation, gender identity, genetics, marital status, national origin, disability, veteran status, political affiliation or belief. It is important that employees and applicants trust that they can address a concern of discrimination or harassment without retribution. GBSI will not tolerate retaliation against an individual who reports, opposes, or participates in an investigation of discriminating or harassment that violates GBSI policies.

GBSI invites any employee or any applicant for employment to review GBSI’s written Affirmative Action program, absent the data metrics required by §60-741.44(k). The AAP is available for inspection upon request during the hours of 8:00am - 4:00pm Monday - Friday in the Human Resources department. Any questions should be directed to Sheila D. Dyer, GBSI’s EEO Administrator.
No part of this Position Description or of any other shall be construed as an employment contract. Employment with GBSI is at will and constrained by both the laws of the State of Florida and those of the state wherein the employee performs services for the company.