Help Desk Support Service Specialist (Senior)

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    "description_html": "<p><strong>About QBE, LLC</strong></p><p>QBE, LLC is a mission-focused technology and security solutions provider supporting defense and federal customers worldwide. We deliver high-impact capabilities where precision, accountability, and technical excellence directly support national-level objectives.</p><p><br></p><p><strong>Summary of Position</strong>:</p><p>The <strong>Help Desk Support Service Specialist (Senior)</strong> provides <strong>second-tier technical support</strong> for end-users across desktop, laptop, and network environments. This role requires advanced expertise in <strong>Windows 11 Enterprise, Microsoft Active Directory, Microsoft 365, Microsoft Azure</strong>, and associated enterprise management tools. The specialist supports enterprise-wide IT operations including <strong>mobility devices, wireless networks, and Video Teleconferencing (VTC)</strong> systems, ensuring uninterrupted service delivery to both standard and VIP users within Army and DoD environments. The incumbent will coordinate closely with the <strong>Network Enterprise Center (NEC)</strong>, <strong>USAREUR</strong>, and other Army IT support organizations to resolve complex technical issues, maintain compliance, and support mission readiness.</p><p><br></p><p>This position could potentially be in any of the following locations: Shape, Vicenza, Stuttgart, Wiesbaden, Grafenwöhr, Vilseck, Hohenfels, and Kaiserslautern.</p><p><br></p><p><strong>Essential Job Functions: (not limited to duties as described – performs related duties as requested)</strong></p><ul><li>Provide management and oversight of the cross-functional help desk service support team.</li><li>Provide <strong>second-tier technical support</strong> for desktop, laptop, and networked systems (NIPRNET, SIPRNET, MPE, and Closed Restricted Network (CRN)) including hardware, software, printers, and multi-function devices.</li><li>Troubleshoot, repair, and configure computer systems, peripherals, and software applications in compliance with Army IT policies and standards.</li><li>Manage user, service, and group accounts, as well as computer objects in <strong>Active Directory (AD)</strong> and <strong>Microsoft Azure</strong>, ensuring compliance with all security and access control requirements.</li><li>Support and manage <strong>mobility devices</strong> (Android and Apple) including configuration, registration, issuance, SIM management, and maintaining accurate inventory and accountability in accordance with current policy.</li><li>Provide <strong>enhanced technical support to VIP users</strong>, including on-site visits, issue resolution, and follow-up actions; immediately notify the Work Site Information Management Officer (IMO) and Information Systems Security Manager (ISSM) of all VIP-related incidents.</li><li>Deliver user training on private industry mobile platforms (Android, Apple) and ensure all technicians maintain proficiency in supporting mobile operating systems and <strong>DISA-supported applications</strong>.</li><li>Maintain an accurate and up-to-date inventory of all <strong>hardware and software</strong>, including serial numbers, locations, custodians, and classification data within designated SharePoint repositories.</li><li>Provide advanced support for <strong>Video Teleconferencing (VTC)</strong> systems, including installation, configuration, maintenance, troubleshooting, and coordination of events across NIPR, SIPR, and MPE networks.</li><li>Maintain detailed <strong>VTC hardware/software inventories</strong>, tracking systems, and maintenance documentation as prescribed by the Work Site IMO.</li><li>Perform weekly system checks to verify equipment functionality and coordinate with the IMO for any maintenance actions that could affect warranty or service contracts.</li><li>Attend scheduled and ad hoc VTC sessions as directed to resolve unforeseen technical issues, including those occurring <strong>outside of normal operating hours</strong>, when required.</li><li>Simulate or recreate user problems to diagnose and resolve persistent or complex operating difficulties.</li><li>Interact with NEC, USAREUR, AESD, and other Army or DoD IT organizations to de-conflict technical requirements and ensure restoration of services.</li><li>Ensure all service requests, incidents, and resolutions are logged and tracked according to established ITSM and Army procedures.</li><li>Support compliance with <strong>DoD, Army, and Information Assurance (IA)</strong> standards, ensuring secure and efficient operations across all supported systems.</li></ul><p><strong>Level of Supervision:</strong></p><ul><li>Provide management and oversight of the cross-functional help desk service support team&nbsp;</li><li>Must be able to function independently</li><li>Provide overview and general use training to all organization members and key leaders upon request.</li></ul><p>#qf #qg</p>",
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      "datePosted": "2026-05-05T19:22:56-05:00",
      "description": "<p>Description</p><p><strong>About QBE, LLC</strong></p><p>QBE, LLC is a mission-focused technology and security solutions provider supporting defense and federal customers worldwide. We deliver high-impact capabilities where precision, accountability, and technical excellence directly support national-level objectives.</p><p><br/></p><p><strong>Summary of Position</strong>:</p><p>The <strong>Help Desk Support Service Specialist (Senior)</strong> provides <strong>second-tier technical support</strong> for end-users across desktop, laptop, and network environments. This role requires advanced expertise in <strong>Windows 11 Enterprise, Microsoft Active Directory, Microsoft 365, Microsoft Azure</strong>, and associated enterprise management tools. The specialist supports enterprise-wide IT operations including <strong>mobility devices, wireless networks, and Video Teleconferencing (VTC)</strong> systems, ensuring uninterrupted service delivery to both standard and VIP users within Army and DoD environments. The incumbent will coordinate closely with the <strong>Network Enterprise Center (NEC)</strong>, <strong>USAREUR</strong>, and other Army IT support organizations to resolve complex technical issues, maintain compliance, and support mission readiness.</p><p><br/></p><p>This position could potentially be in any of the following locations: Shape, Vicenza, Stuttgart, Wiesbaden, Grafenwöhr, Vilseck, Hohenfels, and Kaiserslautern.</p><p><br/></p><p><strong>Essential Job Functions: (not limited to duties as described – performs related duties as requested)</strong></p><ul><li>Provide management and oversight of the cross-functional help desk service support team.</li><li>Provide <strong>second-tier technical support</strong> for desktop, laptop, and networked systems (NIPRNET, SIPRNET, MPE, and Closed Restricted Network (CRN)) including hardware, software, printers, and multi-function devices.</li><li>Troubleshoot, repair, and configure computer systems, peripherals, and software applications in compliance with Army IT policies and standards.</li><li>Manage user, service, and group accounts, as well as computer objects in <strong>Active Directory (AD)</strong> and <strong>Microsoft Azure</strong>, ensuring compliance with all security and access control requirements.</li><li>Support and manage <strong>mobility devices</strong> (Android and Apple) including configuration, registration, issuance, SIM management, and maintaining accurate inventory and accountability in accordance with current policy.</li><li>Provide <strong>enhanced technical support to VIP users</strong>, including on-site visits, issue resolution, and follow-up actions; 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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender, gender-identity and/or expression, age, disability, Veteran status, genetic information, pregnancy (including childbirth, lactation, or related medical conditions), marital status, neurodivergence, ethnicity, ancestry, caste, military/uniformed service-member status, or any other characteristic protected by applicable law.</p>",
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    "requirements_html": "<p><strong>Education and Experience:</strong></p><ul><li>Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent military/technical experience).</li><li>Minimum of <strong>8 years of progressive IT support experience</strong> in an enterprise or DoD environment, with at least <strong>2 years in a senior help desk or system support role</strong>.</li><li>Advanced proficiency in <strong>Windows 11 Enterprise, Microsoft 365, Active Directory, and Azure</strong>.</li><li>Demonstrated experience with <strong>C4IM services</strong> and Army IT management tools.</li><li>Experience supporting <strong>VTC systems</strong>, including Cisco, Polycom, or equivalent platforms.</li><li>Strong knowledge of <strong>Army Europe</strong>, <strong>2TSB</strong>, and <strong>AESD</strong> policies and processes preferred.</li><li>Excellent communication and customer service skills, with the ability to interface effectively with all levels of users including GO/SES personnel.</li><li>U.S. citizenship and eligibility to obtain and maintain a government security clearance.&nbsp;</li></ul><p><br></p><p><strong>License &amp; Certifications:</strong></p><ul><li>IAT II Compliant</li></ul><p><strong>Travel:</strong></p><ul><li>15% or more required</li></ul><p><strong>Security Clearance:</strong></p><ul><li>SECRET</li></ul><p><strong>Equal Opportunity Employment Statement</strong></p><p>QBE is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender, gender-identity and/or expression, age, disability, Veteran status, genetic information, pregnancy (including childbirth, lactation, or related medical conditions), marital status, neurodivergence, ethnicity, ancestry, caste, military/uniformed service-member status, or any other characteristic protected by applicable law.</p>",
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