Help Desk Technician 1

Trace Systems • Tampa, FL

33d

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.
Duties and responsibilities include:
Provide support to remotely deployed telecommunications systems, services, and computing equipment. This support includes 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.
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 problem.
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.

Requirements

• Must possess, or be able to obtain and maintain, a U.S. Government–issued Secret security clearance.
• Due to the nature of the work and contract requirements, US Citizenship is required.
• An ITIL Foundations (v4) certification is required within 90 days of the hire date.
• 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.
• This position supports continuous (24/7/365) network operations, must be able to perform shift work, including nights, weekends and holidays.
• High School Diploma required.

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+)
• Experience in Microsoft SharePoint Development
• Experience in Network Operations Center (NOC) operations and environments.

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 problem.
• 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
• Number of Employees: 251-500 employees