IT Network Specialist (Helpdesk-CUSTSPT)

Chesapeake, Virginia
Aug 23, 2019
Aug 29, 2019
Full Time


The purpose of the position is to provide Information technology Helpdesk support for CSC and its Exchanges. The role of Help Desk Support is to provide the first line of support to end users on a variety of issues. The incumbent provides systems administration support on workstations and servers. The incumbent is responsible for installing and testing the system security configuration and monitoring, operating, troubleshooting and maintaining workstation and server hardware and software.
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Provides excellent customer service and demonstrates strong interpersonal communications aligned to receiving helpdesk support calls and responding to verbal and written queries for IT assistance from users via ticket system, telephone, email, and walk-up.

Uses strong problem solving skills and superior communication skills (email, phone, and in-person) both verbal and written.

Major Duties
  • Provides customer technical assistance and support for all users at a Tier 1 & 2 level to support a full range of IT systems and applications. Ascertains extent of problem and initiates resolution (i.e. software, hardware, connectivity, etc.). Document Help Desk calls, trouble shoot user problems as required and assist customers with hardware and software.
  • Maintain a business IT knowledge of the retail environment to include POS (Point of Sale) terminals, Credit devices, Credit Processors, Gift Card Processors, Store scales and mobile payments for the purpose of troubleshooting.
  • Configures a wide variety of devices requiring diverse interfaces and device drivers in multiple operating system environments using a wide variety of hardware platforms.
  • Installs, assembles and configures servers, computers, registers, network printers, routers, network infrastructure, WIFI equipment and peripherals.
  • Performs a wide assortment of upgrades of hardware to include memory, fixed storage, and installation of network interface cards (NIC) or enhancement cards.
  • Update and monitor Help Desk tickets using an IT ticket monitoring system.
  • Performs preventative maintenance and recommends preventative measures as warranted.
  • Perform and maintain backup procedures for the network and POS.
  • Provide after hours on-call rotational support for HQ and CGX operations.
  • Provide Helpdesk support when Disaster Recovery/COOP Plans go into effect.
  • Maintain and manage IT inventory. Update IT inventory schedule when receiving or shipping hardware. Prepare and ship hardware to sites and perform site visits, when necessary, to install hardware and software. When onsite visits are not necessary, provide detailed, written verbiage and instructions and provide phone assistance to install hardware and software.
  • Assists the CIO, IT Network, IT Applications and IT Security staff with planning, design, research and acquisition of new or upgraded hardware and software systems; maintains current knowledge of hardware, software and network technology and recommends modifications as necessary.
  • Assists the IT Lead Store Systems Specialist with maintaining hardware or software for the Store Systems; maintains current knowledge of hardware, software and POS technology and recommends modifications as necessary.
  • Maintains required certifications.

  • Travel Required

    Occasional travel - You may be expected to travel for this position.

    Supervisory status

    Promotion Potential


    Conditions of Employment

    • Must satisfactorily complete a Federal NACI Security Questionnaire.
    • Selectee will be required to participate in Direct Deposit/Electronic Funds Transfer as the Standard method of payment for payroll and travel purposes.
    • Males born after 12/31/59 and at least 18 years of age must be registered with the Selective Service System, unless covered by an exemption under the Selective Service Law, in accordance with 5 U.S. Code 3378. Selectee will be required to provide a written statement regarding his registration status, unless he is exempted by this statute.
    • Must satisfactorily complete a Federal Background check.
    US Citizens and non-citizens authorized to work in the US, must have lived in the US for three of the last five years, and meet residency requirements set forth below:
  • Resided in the United States or its protectorate or territories (excluding short trips abroad, such as vacations);
  • Worked for the United States government as an employee overseas in a Federal or military capacity; or
  • Have been a dependent of a United States Federal or military employee serving overseas.

  • Qualifications

  • Flexible work hours required, including holidays, weekends and evenings. Available to work standard and off duty hours as required to support and sustain IT functions.
  • Experience configuring, implementing, administering, and troubleshooting distributed Windows servers and workstations, network switches, wireless access points/controllers, firewalls, VPN, and Point of Sale (POS) systems.
  • Experience with Active Directory, creating, deleting and modifying user accounts.
  • Ability to routinely lift 30 lbs.
  • Preferred:
  • Bachelor's Degree in Computer Science or a closely related field or 4years of experience with computer systems and design; troubleshooting techniques; and full understanding of all Windows Architecture including Windows Server experience may be substituted for education requirement.
  • Active certification in related Microsoft IT certifications such as MTCS or MCSA (Windows Client/Server).
  • Network+ and Security+ certifications.

  • Education

    Certificate or Associates Degree in Computer Science, Information Technology, or closely related field; or high school diploma or GED and two (2) years of helpdesk support including MS Office 365.

    Additional information


    401K, Retirement, Health, Dental Vision, Life Insurance, Short and Long-Term Disability, Tuition Assistance, FSA, Vacation and Sick, Paid Holidays.

    How You Will Be Evaluated

    You will be evaluated for this job based on how well you meet the qualifications above.

    Candidate's resume is reviewed and compared to the job vacancy requirements; Initial selection to determine whether the candidate is qualified or not by CSC Recruitment; Hiring Manager and panel of four determine who will be interviewed; actual interviews have a ranking system based upon a series of questions specifically designed for the position.

    Background checks and security clearance

    Security clearance

    Drug test required

    Required Documents

    If military, copy of DD214 indicating honorable discharge or SF 15 with substantiation.

    If you are relying on your education to meet qualification requirements:

    Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

    Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.