Overview: GovCIO is currently hiring for a Help Desk Support Services Specialist at Lackland Air Force Base in San Antonio, Texas.The Air Force Security Forces Center (AFSFC) is a Primary Subordinate Unit (PSU) under the Air Force Installation and Mission Support Center (AFIMSC), an organization within the Air Force Materiel Command (AFMC). The AFSFC executes the organizing, training, and equipping of over 38,000 security forces members in the active and Air Reserve Component (ARC). The organization is cross-functional, manned by security forces, intelligence, office of special investigation, explosives ordnance disposal, medical, scientific, communications, engineering, logistics, and acquisition program management personnel. The mission includes the capability to rapidly identify and prove the worth of innovative force protection initiatives which improve Air Force’s mission execution and Joint war fighting. Programs managed by the organization have impact across the spectrum of the Security Forces (SF) enterprise worldwide.The AFSFC requires a comprehensive information technology program, in conjunction with service, equipment, system, application, cybersecurity and mobile application-level support services to assist with AFSFC mission objectives. The AFSFC Information Technology (IT) Division is responsible for determining and executing IT capabilities required for security forces to perform their missions. Execution of IT capabilities is prioritized by AFSFC leaders Responsibilities: Answer incoming IT service request calls and respond to emails, and vESD or similar IT ticket incidents and requests for assistance in accessing or using applications to perform day-to- day business operations.Create a trouble ticket in the incident management application for each phone call and email incident, problem, or request reported by the customer and provide weekly and cumulative status updates.Triage customer concerns.Address user Tier 1 tickets regarding hardware moves, software installation, and peripheral network device installs.Maintain an excellent level of customer service, major tickets being started within 8 business hours of receipt and minor tickets being started within 16 business hours of receipt, and conducting client follow up prior to closing out each ticket.Accurately record, update, and document requests using the IT service desk systemEnsure data entered into logs/records/ files is accurate.Record technical issues and solutions in activity reports.Direct unresolved issues to the next level of support personnel within one business day.Follow up with customers to ensure their systems are functional within one business day of resolving the ticket.Report customer feedback and potential product requests within daily shift briefings.Walk customers through installing applications mandated by AF network professionals and computer peripherals (printers, scanners, etc.).Contractor shall provide drafts for government review and publication of standard operating procedures (SOP).Troubleshoot, diagnose, and repair of Tier 1 network-related problems.Resolve issues by carrying out problem analysis to implement temporary or permanent solutions.Sustain and fix issues on local area network (LAN)/wide area network (WAN) for JWICS, SIPRNet, NIPRNet, Multimedia over Coax Alliance (MoCA), Wi-Fi, Voice over Internet Protocol (VoIP) telephone, biometric, Audio / Video systems, video teleconferencing (VTC) systems, telephone (landline, computer-based, and government personal electronic devices (PED)), and other computing equipment.Diagnose and troubleshoot problems with individual or multiple computer systems to maintain proper functioning; resolve issues including contacting and assisting vendors on warranty issues.Diagnose and troubleshoot problems with individual or multiple computer systems to maintain proper functioning; resolve issues including contacting and assisting vendors on warranty issues.Preserve logon credentials, data integrity, and file system security for the computing environment.Assist in deployment of software and equipment.Ascertain and repair hardware and network connectivity issues.Install and ensure operations VPN access for all users.Conduct remote troubleshooting where possible to expedite the repair process.Ensure multifunction devices (MFD – scan, print, copy, fax, email) are connected to the network and accessible by users, and associated consumables are installed and ready for use.Test alternative pathways to resolve an issue.Help create technical documentation and manuals. Acts as liaison between users and IT to promote and integrate information services through communication, cooperation, and collaboration.Prepare and route internet and cellphone billings for approval and payment and generate usage reports for Government Purchase Card (GPC) payments by the Government.Follow up with customers to ensure the requested service(s) was performed successfully within one business day.Intake and process IT plans and requirements requests via the Cyberspace Infrastructure Planning System (CIPS), or comparable capabilitySupport users with installation of hardware / software and networking components to meet IT needs and ensure users are able to meet their needs in a timely and cost-efficient manner.Provide multimedia and VTC support; ensure all equipment and systems are operational and set up for use when required; and provide end user training on multimedia systems.Escalate unresolved problems to the appropriate personnel to ensure the overall quality of information service delivery is being maintained at all times.Prepare and maintain required reports, records, logs, and files for operational, administrative, and compliance purposes.Assist in the design and development of standardized operational management reports to identify issues or monitor computers.Provide customers with assistance to obtain a user account required to access JWICS, SIPRNet, and NIPRNet.Provide the customer with the policies, forms and guidance required for application account requests.Ensure accounts are created accurately and troubleshoot access and connectivity issues to the U.S. Government network(s) and/or supported applications.Coordinate IT support for AFSFC geographically separated personnel. Qualifications: High School with 3 - 6 years (or commensurate experience) Required Skills and Experience6 years Information Technology experience to include 5 years experience supporting IT Service DesksExperience in the repair, maintenance, and support of network and standalone computer equipment and peripherals for workstation, laptops, and networking equipment.Knowledge and experience in the performance of computer systems support with Department of Defense (DoD) classified Joint Worldwide Intelligence Communications System (JWICS), Secret Internet Protocol Router Network (SIPRNet), and Non- classified Internet Protocol Router Network (NIPRNet) environments.Familiarity with a variety of IT Support Tier 1 actions related to maintenance, operations, and support services for voice, video, mobile devices, data, and infrastructure.Experience with IT service desk ticketing systems: preferably Remedy.Knowledge of, and experience with DPAS.Maintain outstanding verbal communication skills with the ability to communicate seamlessly with technical and non- technical colleagues at all levels in the organization.IAT Level III certification.Clearance Required: Top Secret ability to attain Sensitive Compartmented Information (SCI) security clearance upon hire. Company Overview: GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer We are an Equal Opportunity Employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets. Posted Pay RangeThe posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors. Posted Salary Range: USD $80,000.00 - USD $90,000.00 /Yr.