Help Desk Technician III

GD Information Technology•San Antonio, TX

4d•Onsite

About The Position

GDIT is seeking a Help Desk Technician III to provide technical support at Lackland Air Force Base in San Antonio, Texas. The position requires an active Top Secret/SCI clearance and U.S. citizenship. The technician supports government users, standard workstations and software, mobile devices, specialized network systems, messaging and collaboration services, and help desk operations in classified and unclassified environments. The role is onsite, scheduled for 40 hours per week, and requires less than 10% travel. The technician resolves and documents IT problems using ticketing systems, escalates issues when necessary, and responds according to the customer’s priority matrix. Responsibilities also include maintaining standard desktop configurations, supporting network health and compliance, maintaining a SharePoint help desk site, reporting help desk performance, coordinating technical assistance, and training customers and government staff. The position requires technical training, certification(s) or a degree, at least three years of directly related help desk experience, and a current CompTIA Security+ certification with valid CE status.

Requirements

At least 3 years of directly related experience supporting help desk operations.
Active Top Secret/SCI clearance.
U.S. citizenship.
CompTIA Security+ certification with valid CE status.
Technical training, certification(s), or a degree.
Skills in desktop management, end-user support, help desk operations, and IT support.

Responsibilities

Provide help desk support for network accounts, browsing, email, office applications, databases, presentation software, photo editing, desktop publishing, scanning, media writing, voicemail, telephone services, and equipment issues.
Coordinate and assist with multimedia setup for conferences, meetings, and video teleconferences.
Resolve and document IT problems using appropriate ticketing systems, escalate problems when required, and follow the customer-provided priority matrix for service requests.
Support standard user workstations and associated software; review, maintain, and correct configurations to comply with Air Force and organizational policies.
Maintain Standard Desktop Configuration images, control their use, install them on appropriate workstations, build equipment using current images, and install equipment at user desktops.
Ensure an Equipment Custodian Officer or Unit Software License Manager approves hardware and software before use.
Support wireless-device users, including service setup, maintenance, and end-user support.
Support specialized network devices, mission systems, and applications in unclassified and classified environments.
Use remote desktop capabilities to take control of end-user devices for problem analysis and resolution.
Provide support for Moves, Adds, and Changes requests involving services, devices, applications, location adjustments, and port security requirements.
Design, install, operate, maintain, and support messaging and collaboration services, government personal electronic devices and mobile devices, voice and data plans, supporting servers, and end-user mobile, anti-spam, and pop-up solutions.
Maintain the SharePoint help desk intranet site containing standards, security policies, technology ordering information, and technical tips.
Measure and provide weekly help desk performance reports to the Task Lead, Service Desk Lead, or COR, and recommend ways to improve efficiency.
Troubleshoot and resolve network component and configuration issues or failures.
Provide technical assistance for organizational program initiatives and coordinate solutions with team leads, supervisors, managers, specialists, and contractor technicians.
Provide formal, informal, and on-the-job training related to help desk applications to customers and military or government staff, as required.
Ensure systems comply with IAVA, IAVB, and TCNO direction, including reviewing, applying, testing, and implementing patches and setting changes and updating reporting databases.
Use existing problem-prevention and workload-reduction techniques and recommend enhancements or new techniques to government staff.
Attend weekly meetings to update government leadership on status, issues, and resolutions, as required.
Maintain software and hardware in accordance with applicable Security Technical Implementation Guide (STIG) guidance.