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Job Details

Service Desk/Workspace Deployment Lead ( R-00048569 )

Customer Service

Customer Service



Dayton, Ohio, United States


Job Description:

The Enterprise & Cyber Solutions Operation is hiring a Service Desk/Workspace Deployment Lead to support the National Air and Space Intelligence Center at Wright-Patterson Air Force Base, Ohio. An active TS/SCI is required; all work is onsite.

Primary Responsibilities

  • Provide helpdesk services and be the single point of contact for all IT related issues for both internal and external customers
  • Create and update helpdesk tickets and documentation upon request through using the enterprise ticket tracking system
  • Diagnose and resolve technical and end-user problems in a customer service oriented, team environment
  • Utilize ticket tracking system to track, document, and coordinate actions with members of the Information Technology support team
  • Provide network resource/environmental monitoring and alarm reporting
  • Provide desktop support at the customer’s location as required; desktop support includes Windows and Unix/Linux workstations and mobile computing (i.e. laptops and tablets)
  • Diagnose and resolve printer/scanner problems
  • Use enterprise monitoring solutions to monitor and support various networks, systems, and services
  • Perform documented Tier I and II system assessments and/or remediation as outlined in service desk standard operating procedures (SOP).
  • Interact with other team members and back office (Level II/III) personnel to determine corrective action
  • Replace workstations with like systems and reload all applicable user applications
  • Coordinate with other service providers such as hardware technicians and software administrators when additional level II or level III support is required
  • Provide Trusted Agent (TA) PKI support as requested for mission networks
  • Provide daily network status reports to the Operations team
  • Provide weekly functional area reports summarizing work accomplished, work planned in next week and important issues occurring during the week

Basic Qualifications

  • Requires an BS degree and 8 – 12 years of prior relevant experience or Masters with 6 – 10 years of prior relevant experience. Years of experience may be substituted in lieu of a degree
  • Active TS/SCI clearance
  • Information Assurance Technical (IAT) Level II (e.g., Security+) certification
  • Prior experience leading helpdesk/service desk teams

Preferred Qualifications

  • Experience with one or more enterprise ticket tracking systems (e.g., Atlassian JIRA, Atlassian Jira Service Desk, Atlassian Confluence, ServiceNow and Microsoft Service Manger)
  • Experience with enterprise monitoring solutions (e.g., SolarWinds, Zenoss)
  • Experience installing and maintaining Dell and HP Windows/Linux desktop computers and various Linux workstations (to include Red Hat Enterprise Linux)


Pay Range: