Job Openings

Help Desk Support Service Specialist - Senior

Wednesday, July 14, 2021

LOCATION: McClellan Park, CA



Support call/contact center operations from 6am to 6pm Monday through Friday excluding federal holidays and provide on call support 24 hours per day including holidays and weekends with a response time not to exceed one hour to the government site for urgent necessity as determined by DMEA. Provide Tier 2 level IT support and trouble call resolution. Document incidents using the DMEA ticket tracking system and create and publish knowledge base articles when applicable. Meet DMEA established service level metrics (Appendix A) for call response, technical support, and customer service. Resolve trouble calls using desk-side support, remote desktop, phone, and/or through email. Respond to requests for network account modifications to include but not limited to account creation, configuration, deletions, and password/PIN resets. Develop and maintain a computer image library, which includes but is not limited to desktop, laptop, tablet, and thin client computers with DMEA system images. Perform computer re-imaging, assist users with data backup and restore, and installation of software applications. Setup computer systems with external monitor(s), switch box, keyboard, mouse, smart card readers, printers, or any other approved external peripheral. Assist with the set-up of IT in training classrooms and conference rooms as required. Perform the manual installation of approved software, software patches, and security updates to client systems when required. Perform troubleshooting of incidents and issues on approved software applications, computer systems, printers, scanners, and other approved connected peripherals. Maintain approved software applications, computer systems, printers, scanners, and other approved connected peripherals. Notify the government when IT consumables, such as printer ink or toner, are low in stock and need to be replenished. Monitor logs and automated systems for DMEA IT system outages and incidents affecting multiple end users and initiate incident response procedures. Provide IT training support to technical and non- technical DMEA staff on the use and management of IT systems and processes. Provide recommendations for areas of training and introduce new training methods based on industry standards and best practices. Maintain and modify existing applications and web sites. Supported languages and technologies include but are not limited to Visual Studio, C/C#/C++, SQL Server, Visual Basic, Active Server Pages, JAVA Script, Power Shell, WinBatch/WebBatch, SQL and SQL-BI, MS Access, and Delphi.



Years of Experience: 10+ yrs.



Be certified as IAT Level I per DoD 8570.01-M guidance for Baseline certifications. Be able to obtain a task order related computing environment system certifications IAW DoD 8570.01-M guidance for computing environment certifications and DMEA policy.


Clearance Level:



Full benefits are offered.


Bravura is a rapidly growing Woman Owned Small Business (WOSB) that provides professional and engineering services, technology solutions and product offerings to DoD, Federal Civilian agencies. Bravura is an Equal Opportunity Employer. Bravura does not discriminate against employees or applicants for employment on any legally recognized basis (protected class) including, but not limited to: veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other protected class under federal, state, or local law. These are positions that require a U.S. Citizenship.


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