Help Desk Specialist

ARServices is seeking a Help Desk Specialist to join our team supporting the BUPERS NPC FM Office. In this position you will provide IT service desk and customer support services support.

NOTE: Bureau of Naval Personnel (BUPERS), Navy Personnel Command (NPC), Force Management (FM), Electronic Military Personnel Records System (EMPRS), EMPRS Operations Center (EOC), BUPERS On Line (BOL).

The Help Desk Specialist maintains a 24/7/365 managed environment to monitor and operate equipment on Government owned computer systems. Computer Operators are responsible for identifying and resolving equipment malfunctions and failures, physical security, monitoring system performance, backup and server status, preparing reports, resetting user passwords, creating Remedy, NMCI and Service Now tickets, performing Service Desk services and general communications between the technical support staff, system administrators, client management and system users.

The successful candidate will clearly demonstrate exceptional communications skills and the ability to work in a fast-paced program management environment.

Principal Duties

• Prepare and maintain problem logs and serve as resource to answer questions or troubleshoot problems for technical staff personnel.
• Assist with installations, upgrades, testing, maintenance, SOP creation and configuration of all aspects of EMPRS and BOL development and Production operations.

Respond to customer issues, interact with client and contractor staff, perform in a team environment and follow established SOPs to the letter is mandatory.

Requirements

• Clearance: SECRET
• Bachelor’s degree
• CompTIA Security+ certification
• Proficiency/expertise with Microsoft Office with Visio
• Proficiency/expertise with Microsoft Project
• Three (3) years of IT or service desk experience
• General Experience with Electronic Documentation, System Administration, Network Administration, Database Administration
• Basic knowledge of technical methodology, security principles and practices, data processing equipment, systems analysis, and applications to analyze, help diagnose and resolve complex operating problems, including knowledge of personal computers, Windows operating systems (all versions), local and wide area networks (LAN, WAN), data communications equipment, and related software.
• Knowledge of Microsoft Office suite and Excel.
• Knowledge of Remedy and Service Now ticket management systems
• Previous MyNavy Career Center work experience.
  

Desired Qualifications

Schedule

Operators may be called upon to work on any of three daily shifts (seven day work week), in cases of unplanned illness or other situations, which would impact the required 24/7 operations coverage. The EOC is serviced by three 8-hour shifts, 0800-1600, 1600-0000, and 0000-0800 year-round.