DESCRIPTION:  Railhead Inc. has an immediate opening for a Service Desk / VTC Specialist supporting the Army Intelligence Information Technology Environment Support (ARIES) contract in Huntsville, AL. This position requires a minimum of a current SECRET or TOP SECRET Security Clearance.

The ARIES contract provides IT repair, maintenance, operations, logistics, engineering and cybersecurity services to ensure secure, reliable, and uninterrupted availability of the organization's IT systems. Under the Army Intelligence Information Technology Environment Support (ARIES) task order, the G2 supports numerous Army organizations providing mission critical intelligence tailored to the needs of Army senior leaders throughout the globe. The ability of these organizations to provide this needed intelligence is dependent on the availability and successful operation of their Information Technology (IT).

PRIMARY RESPONSIBILITIES: 

• Provides first contact and incident resolution to customers with hardware, software, and application problems.   Includes both customer telephone support as well as electronically submitted requests.
• Provides polite and friendly customer service.
• Attempts to resolve as many incidents during the first contact, or at Tier I.  Efficiently escalates incidents to higher Tier II or Tier III when required.
• Documents incident status and solutions in incident database tools.
• Possesses current working knowledge of computers, printers, laptops, and common windows applications.
• Works through various types Tier II issues with telephone assist.
• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability.

BASIC QUALIFICATIONS: 

• Bachelor's degree from an accredited university in with 2+ years of Position Relevant experience or the Degree requirement may be substituted with an additional four (4) years' or relevant IT experience.
• Currently possess DoD 8570 IAT I CompTia A+ CE or Network+ CE
• US Citizenship

ABOUT RAILHEAD:

Railhead, Inc. is a leader in intelligence, surveillance and reconnaissance; advanced cyber solutions; cloud and managed IT solutions; engineering, and information-based solutions for DoD, law enforcement and homeland security. We provide training and logistics in support of readiness operations; and operational support services and solutions in support of organizations not limited to DHS, DoD, and the Intelligence Community (IC). We hire mission enablers whom reflect our communities and proactively embrace diversity and inclusion, in order to advance our corporate culture, develop our family of employees into the best they can be, and in turn grow our market share throughout industry.

Railhead, Inc. is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.