Decypher is a leading integrator of professional, technology, and management solutions and services. We provide our services globally to Federal, Commercial, Local and State clients. Our employees are our most valuable asset and play an integral role in the success of Decypher and our clients. Working at Decypher is not a job, but a career where your talent and energy is respected, and you can personally make a difference. Decypher invites you to join our professional team. Decypher is an equal opportunity/affirmative action employer committed to diversifying its workforce (M/F/D/V).

DESCRIPTION

Decypher is seeking a Tier 2 Help Desk Support Services Associate support George C. Marshall European Center for Security Studies (GCMC) Garmisch-Partenkirchen, Germany

RESPONSIBILITIES

• Contributes to improving customer support by actively responding to queries, handling complaints, and follow up with customers to identify areas of improvement.
• Ensures that all processes used by the Help Desk are thoroughly documented, consistently audited, and regularly improved.
• Works with IT Project Manager on project planning and execution for Help Desk related tasks, and provides accurate reporting for manning and task status.
• Manage the GCMC Microsoft System Center Configuration Manager (SCCM) and HCL BigFix to include the following tasks:
• Creates, manages, and maintains Windows images, software deployment packages, task sequences, Windows and third-party software updates and patches, containers and schedules.
• Manages GCMC test groups for Windows and 3rd party software updates and patches, and ensures testing is completed based on documented SOPs.
• Creates, manages, and maintains reports, and ensures accurate and reliable information is provided upon request.
• Assists with managing the Mobile Device Management system for all GCMC approved mobile devices in accordance with documented SOPs.
• Provides Tier 2 support to all sections of SSD including Networking, Systems, DevOps, Information Assurance, and Contractor will escalate requests and incidents in accordance with documented SOPs.
• Provides Tier 1 Help Desk support tasks as required.

Requirements

• IAT II Security+ Certification
• 2 years of Mobile Device Management (MDM) specific experience
• 5 years Help Desk experience