Help Desk Support Service Specialist (Senior)

About QBE LLC

QBE LLC is a mission-focused technology and security solutions provider supporting defense and federal customers worldwide. We deliver high-impact capabilities where precision accountability and technical excellence directly support national-level objectives.

Summary of Position:

The Help Desk Support Service Specialist (Senior) provides second-tier technical support for end-users across desktop laptop and network environments. This role requires advanced expertise in Windows 11 Enterprise Microsoft Active Directory Microsoft 365 Microsoft Azure and associated enterprise management tools. The specialist supports enterprise-wide IT operations including mobility devices wireless networks and Video Teleconferencing (VTC) systems ensuring uninterrupted service delivery to both standard and VIP users within Army and DoD environments. The incumbent will coordinate closely with the Network Enterprise Center (NEC) USAREUR and other Army IT support organizations to resolve complex technical issues maintain compliance and support mission readiness.

This position could potentially be in any of the following locations: Shape Vicenza Stuttgart Wiesbaden Grafenwöhr Vilseck Hohenfels and Kaiserslautern.

Essential Job Functions: (not limited to duties as described performs related duties as requested)

• Provide management and oversight of the cross-functional help desk service support team.
• Provide second-tier technical support for desktop laptop and networked systems (NIPRNET SIPRNET MPE and Closed Restricted Network (CRN)) including hardware software printers and multi-function devices.
• Troubleshoot repair and configure computer systems peripherals and software applications in compliance with Army IT policies and standards.
• Manage user service and group accounts as well as computer objects in Active Directory (AD) and Microsoft Azure ensuring compliance with all security and access control requirements.
• Support and manage mobility devices (Android and Apple) including configuration registration issuance SIM management and maintaining accurate inventory and accountability in accordance with current policy.
• Provide enhanced technical support to VIP users including on-site visits issue resolution and follow-up actions; immediately notify the Work Site Information Management Officer (IMO) and Information Systems Security Manager (ISSM) of all VIP-related incidents.
• Deliver user training on private industry mobile platforms (Android Apple) and ensure all technicians maintain proficiency in supporting mobile operating systems and DISA-supported applications.
• Maintain an accurate and up-to-date inventory of all hardware and software including serial numbers locations custodians and classification data within designated SharePoint repositories.
• Provide advanced support for Video Teleconferencing (VTC) systems including installation configuration maintenance troubleshooting and coordination of events across NIPR SIPR and MPE networks.
• Maintain detailed VTC hardware/software inventories tracking systems and maintenance documentation as prescribed by the Work Site IMO.
• Perform weekly system checks to verify equipment functionality and coordinate with the IMO for any maintenance actions that could affect warranty or service contracts.
• Attend scheduled and ad hoc VTC sessions as directed to resolve unforeseen technical issues including those occurring outside of normal operating hours when required.
• Simulate or recreate user problems to diagnose and resolve persistent or complex operating difficulties.
• Interact with NEC USAREUR AESD and other Army or DoD IT organizations to de-conflict technical requirements and ensure restoration of services.
• Ensure all service requests incidents and resolutions are logged and tracked according to established ITSM and Army procedures.
• Support compliance with DoD Army and Information Assurance (IA) standards ensuring secure and efficient operations across all supported systems.

Level of Supervision:

• Provide management and oversight of the cross-functional help desk service support team
• Must be able to function independently
• Provide overview and general use training to all organization members and key leaders upon request.

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Education and Experience:

• Bachelors degree in Information Technology Computer Science or a related field (or equivalent military/technical experience).
• Minimum of 8 years of progressive IT support experience in an enterprise or DoD environment with at least 2 years in a senior help desk or system support role.
• Advanced proficiency in Windows 11 Enterprise Microsoft 365 Active Directory and Azure.
• Demonstrated experience with C4IM services and Army IT management tools.
• Experience supporting VTC systems including Cisco Polycom or equivalent platforms.
• Strong knowledge of Army Europe 2TSB and AESD policies and processes preferred.
• Excellent communication and customer service skills with the ability to interface effectively with all levels of users including GO/SES personnel.
• U.S. citizenship and eligibility to obtain and maintain a government security clearance.

License & Certifications:

• IAT II Compliant

Travel:

• 15% or more required

Security Clearance:

• SECRET

Equal Opportunity Employment Statement

QBE is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender gender-identity and/or expression age disability Veteran status genetic information pregnancy (including childbirth lactation or related medical conditions) marital status neurodivergence ethnicity ancestry caste military/uniformed service-member status or any other characteristic protected by applicable law.