IT Service Desk II

We are Vista Global Solutions, LLC (VGS), a Government Consulting and Contracting firm supporting missions throughout the world. VGS is seeking an IT Service Desk I to join our team. The IT Service Desk I ’s role is to support the IT Team’s ongoing mission at the Air Force Academy in Colorado.

What You'll Do:
The Contractor shall provide support services including but not limited to:

• Manage ticket (incidents, cases, and requests) that have been initiated and/or assigned to the Site.
• Answer IT support calls and responding to questions.
• Direct calls that do not belong to the Site back to tier 1 (i.e., enterprise service desk).
• Manage the IT Service Desk queue and complete work orders within the applicable Service Level Agreement (SLAs) for the Support Locations. SLAs will be provided during Transition-In activities.
• Support local assets, new technology acquisition, and life cycle management for desktops, laptops, tablets, printers, and other IT hardware through DHA Life-Cycle-Management (LCM).
• Follow established DHA procedures to request and obtain software licenses.
• Provide hardware support including but not limited to on-site touch-labor, troubleshooting, integration, configuration, and installation of authorized hardware, software, and peripherals.

In addition to providing services above, the Contractor shall provide support services including but not limited to:

• Support installation, changes, and removal of supported software.
• Provide troubleshooting of all approved DoD/DHA software, Operating Systems (OS), and other DHA available commercial off the shelf (COTS) and Government off the shelf (GOTS) applications as required.
• Follow established DHA procedures to request and obtain software licenses.
• For Sites managing local call queues, such as with an Automated Call Distribution (ACD):
• Support of the Call Center telephony.
• New system installs and upgrades, including necessary IT security assistance.
• Voice recording script creation.
• Assist with all required equipment staging, burn-in, installation, testing and documentation. This shall include setup, systems, and integration testing and/or troubleshooting for all equipment purchased by or approved for use in network/systems areas supported at DHA Site locations.
• Supports inventory management, and Defense Reutilization Marketing Office (DRMO) disposal In Accordance With (IAW) established guidance of the Site.
• Maintain workstation/laptop operational baselines and cybersecurity compliance through established processes and procedures that include situational or periodic risk reviews as required by DHA enterprise support elements and/or as mandated by DoD/DHA policies and directives.
• Provide on-site IT support to assist with maintaining a standard operating system and software baseline as directed by the DHA enterprise support elements. This support includes assisting with the implementation of plans for periodic and ongoing replacement and upgrades of end-user devices.

What You Bring:

• Security+ Certification
• Ability to pass a T3 background check for suitability.

What We Offer:
VGS offers a competitive benefits package to include: paid holidays, paid time off including sick and vacation leave, medical, dental and vision insurance, flexible spending accounts, short and long term disability, company paid life insurance, 401(k) with a company match and discretionary profit sharing and tuition reimbursement