Lead Helpdesk Support Specialist

Job Title: Lead Helpdesk Support Specialist

Security Clearance: Secret

Location: Randolph Air Force Base, TX

(Due to the nature of the work and contract requirements, U.S. Citizenship is required.)

C3EL is seeking a Lead Helpdesk Support Specialist to join our team at Randolph Air Force Base, TX. In this role, you’ll provide Tier I/II support as the go-to expert for resolving IT issues, ensuring Air Force Personnel Center (AFPC) operations stay seamless and mission-ready. You’ll handle everything from desktop and mobile device troubleshooting to VTC and A/V support, while driving improvements that make service delivery more efficient. With your technical expertise and customer-first approach, you’ll be a key player in keeping AFPC’s technology running at peak performance.

Responsibilities will include, but not be limited to:

• Provide Tier I/II desktop client support for problem resolution for all AFPC laptops/desktops, government owned devices (iPads, iPhones and tablets), printers, audio/visual equipment and Video Teleconferencing Conference (VTC) support. Respond to trouble calls in any of the eight AFPC facilities located on JBSA-Randolph, Texas.
• Upgrade and configure system software that supports AFPC laptops/desktops, government owned devices (iPads, iPhones and tablets), printers, audio/visual equipment and Video Teleconferencing Conference (VTC) equipment.
• Implement opportunities to streamline and enhance Tier I/II service delivery.
• Operate the service desk and desk side support in order to respond to problems and inquiries received from the customers via virtual Electronic Service Desk (vESD) submissions, telephone, walk-ins.
• Be proficient in resolving computers, desktop scanners and large multifunction printers’ issues.
• Efficiently and effectively resolve customers’ inquiries, problems, concerns, questions, and general requests for services.
• Document and track all received inquiries (until closure), reporting on status, providing performance metrics, and capturing best practice, utilizing the virtual Electronic Service Desk (vESD) Air Force (AF) IT Service Desk problem/inquiry logging and tracking system.

• An Active, in-scope US Government issued Secret clearance (Interim Secret Clearance is acceptable).
• Due to the nature of the work and contract requirements, US Citizenship is required.
• Current DoD-8570 IAT Level II baseline certification (Security+ CE, or equivalent).
• Must have a minimum of eight (8) years of experience in IT customer support.