Help Desk Technician 1 (Iridium)

Trace Systems • Tampa, FL

2d • Onsite

About The Position

Trace Systems is actively recruiting for a Help Desk Technician with expertise in Iridium equipment to join our team in Tampa, FL. This role provides support to remotely deployed telecommunications systems, services, and computing equipment, including data, transmission (e.g., satellite, wireless, cable, or fiber), voice, video, and any interoperability/connectivity support requirements for installed computers, voice handsets, and associated peripherals and software. Limited support for “bring your own device” (BYOD) is included. The technician will provide Tier-I support to end users as the entry point for customers by receiving, recording, resolving and/or escalating requests for service or incidents. They may interact with network services, systems engineering, and/or applications development to restore service and/or identify and correct core problems, and will escalate more complex problems to the next higher tier support level for resolution. The role involves monitoring trends in problems and questions to seek opportunities for improving support and training processes. Responsibilities include support of multiple information and computing systems, including all documentation, traffic analysis, and system uptime monitoring. Additionally, the technician will provide boundary protection monitoring and reporting for networks through firewall, proxy, and intrusion detection capabilities, and produce and deliver network metrics information and reports as scheduled or directed for company program management and supported customers.

Requirements

• Must possess, or be able to obtain and maintain, a U.S. Government–issued Secret security clearance.
• US Citizenship is required.
• An ITIL Foundations (v4) certification is required within 120 days of the hire date.
• Previous experience in Service Cloud.
• Previous experience in Network Management.
• Strong working knowledge of Microsoft operating systems, products, applications, and hardware/software troubleshooting techniques.
• Ability to operate and maintain large databases supporting equipment inventory, allocation/billing, tracking, and equipment parts database.
• Experience with Microsoft SharePoint.
• Must be able to perform shift work, including weekends and holidays.

Nice To Haves

• ITIL(V) Foundations
• Help Desk certification: help desk 2000 or HDI certified help desk professionals
• DoD 8570 IAT Level II certification (e.g., Security+)
• IT or network technical certifications (e.g., Network+)
• VMWare experience or certification
• Microsoft certifications in Technology or Solutions track
• Satellite Communications Network Operations or Coordination training or experience
• Experience in Windows Server administration
• Experience in Microsoft SharePoint Development
• Experience in Network Operations Center (NOC) operations and environments.
• Military Signal, Communications, IT, or Cyber Background

Responsibilities

• Provide support to remotely deployed telecommunications systems, services, and computing equipment.
• Provide Tier-I support to end users as the entry point for customers by receiving, recording, resolving and/or escalating requests for service or incidents.
• May interact with network services, systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Escalate more complex problems to next higher tier support level for resolution.
• Monitor trends in problems and questions and seek opportunities to improve support and training processes.
• Responsible for support of multiple information and computing systems to include all documentation, traffic analysis, and system uptime monitoring.
• Provide boundary protection monitoring and reporting for networks through firewall, proxy, and intrusion detection capabilities.
• Produce and deliver network metrics information and reports, as scheduled or directed, for company program management and supported customers.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED