Helpdesk Technician (Information Technology)
Overview:
We are looking for a Helpdesk Technician to support our customer, located in Kings Bay GA. The Helpdesk Technician will provide support services in IT security and business technologies. The IT architecture includes both classified and unclassified networks (approximately 50 Windows based physical and virtual servers) containing approximately one thousand (1000) Windows based Personal Computers (PCs) and approximately fifteen hundred (1500) user accounts spread throughout Naval Submarine Base, Kings Bay in areas with varying degrees of entry/access control. Approximately 30% of clients and network equipment exist in high security areas.
This position is 100% onsite.
Responsibilities:
- Answer the Help Desk phone and monitor incoming e-mail and web based support requests
- Assist users with completing requirements associated with access requests to IT systems
- Track and monitor all tickets and calls ensuring all status updates are regularly maintained up to and including closure
- Monitor voicemail for calls received outside normal hours of operation, adding any request to the Help Desk Call Tracking Database system
- Perform minor preventative maintenance while troubleshooting (e.g., cleaning IT equipment, routine system health checks)
- Provide Help Desk functions, including providing 1st level/ad hoc assistance for problem resolution/questions and triage and referral and tracking of 2nd and 3rd level problems
- Respond to user requests within two (2) hours from receipt of requests and resolve problems through direct action or through the referral/escalation of problems to appropriate support personnel
- Assign service calls that cannot be handled in "real-time" to the appropriate support team for resolution and track the calls handed off through to completion in the Help Desk database
- Provide end-user notification and follow-up to assure the community that their requests are being handled in a professional and timely manner, including customer callbacks
- Assist with the creation of a web-based newsletter for monthly Contracts Data Requirements List (CDRL.)
- Assist users with completing requirements associated with access requests to IT systems
- Provide immediate, real-time assistance in response to end-user questions and trouble reports
- Troubleshoot and support Virtual Private Network (VPN) and Secure ID Token support for remote users and telework personnel
- Serve as the “point-of-contact” between the end-user community, on-site support personnel, and hardware maintenance vendors
- Perform installation, testing, sustainment, and removal of all approved software utilized on SWFLANT's unclassified and classified IT systems in accordance with local and Enterprise configuration management
- Provide support for Video Teleconference (VTC) sessions
- Provide "one-on-one" new-user orientation and training for end-users who are mastering desktop application functions, including basic user training for all software in SWFLANT's approved application portfolio
- Support VTC and conference room hardware and software and multimedia systems
- Publish customer notifications of scheduled or emergent system outages
- Contribute and maintain web-based self-help/FAQs, based on recurring calls
- Manage and support mobile SSP/SWFLANT mobile devices
- Able to work on certain Federal Holidays as needed
- Provide system administrator duties as required
- Other duties as assigned
Qualifications:
- 2+ years of related work experience
- Experience using Windows Deployment Services for client imaging
- Must possess and maintain a valid U.S. driver's license
- Cyber Security Workforce required security and operating system certification, or government-approved equivalent is required
- Thorough working knowledge of Microsoft Windows 10 environment
- Working knowledge of PC/client repair and maintenance (hardware/software)
- Possess excellent organizational skills with the ability to prioritize
- Ability to effectively communicate in written and verbal English language
- Possess strong problem-solving skills
- Ability to self-start and work independently or as a team
- Possess strong customer service skills
- Ability in learning new systems and associated software applications for proficient execution of tasks and managing multiple tasks with time-related constraints in a fast-paced environment
- Physical Requirements: While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee may use repeated motions that include the arms, wrists, hands and/or fingers. The employee is occasionally required to walk, stand, climb, balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision
- The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment
- During visits to areas of operations, may be exposed to extreme cold or hot weather conditions
- Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise
Education & Certifications:
- High school diploma or GED
- CompTIA Security+ certification
- Must have the ability to obtain certification requirements, including classes, credentialing, and continual certification as required (minimum level of Cybersecurity (CS) Category Code: 40, Specialty Area Code: 41, Proficiency Level: Entry/Apprentice, per SECNAV M-5239.2, and IT Position Level IT-1, per SECNAV M-5510.30).
Clearance:
- DoD Top Secret Clearance
- Pursuant to government contracts, US Citizenship is required
iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, citizenship, genetic information, marital status, disability, protected veteran status, or any other characteristics protected by applicable federal, state, or local laws.
iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of our employment process should email their request to hr@itechag.com. Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.
