Help Desk Technician
About The Position
The Help Desk Technician provides Tier 0 and Tier 1 support, with escalation to higher tiers, incident response, and systems support for the US BICES-X Coalition Support Service Desk. The position supports an internationally dispersed program sharing intelligence information with mission and coalition partners. It involves daily customer support for US military and civilian personnel, NATO personnel and partner nations, international students, and host-nation civilians. Work is performed onsite at client locations and requires shift work that may include days, afternoons, nights, weekends, and holidays. The technician resolves hardware, software, and application issues, provides remote troubleshooting and software configuration, follows up with customers, maintains systems and documentation, and supports the integrity and security of computer systems. The role also includes advising and training end users, providing guidance to less experienced technicians, and coordinating with other work centers. The position is based at MacDill AFB in Florida, with no travel required.
Requirements
- At least 5 years of related experience.
- A BA/BS degree; additional years of experience may be substituted.
- Must possess and maintain a Secret clearance.
- Must be a US citizen.
- Must meet DoW 8570 requirements and be eligible for IAT Level II access upon hire for positions with elevated privileges.
- Must possess and maintain an active Security Plus CE certification and a computing environment training certificate; computing environment training must be completed within 2 weeks of hire.
- At least 2 years of experience with common IT infrastructure services, including DNS, DHCP, and connectivity troubleshooting.
- Good teamwork skills and ability to coordinate with multiple work centers.
- Professional customer relationship skills.
- Ability to work shifts that may include nights, days, afternoons, weekends, and holidays.
- Professional certification in one or more specific technologies, depending on job assignment.
Nice To Haves
- Experience supporting multinational customers.
- Experience operating in deployed environments.
- Experience creating and managing user, administrative, and service accounts.
- Experience providing direct support to internal and external customers.
- Experience with Server STIGs, patching, Tenable, ACAS, SCCM, and IAVA vulnerabilities.
- Experience with Group Policy and Windows PowerShell.
- Experience with multiple operating systems and scripting languages.
- Experience administering, troubleshooting, and supporting Microsoft Server 2008, 2012, and 2016.
- Experience implementing and maintaining systems documentation.
- Experience developing training for internal and external customers.
- Experience managing, monitoring, and responding to key server infrastructure alerts.
- Experience with ServiceNow, SCCM, Exchange, and IDPA technologies.
- Experience with VMware, Horizon View, and other virtualization technologies.
- Experience working with military customers.
- ITIL Foundations v4 certification.
- Additional specific certifications may be required, depending on job assignment.
Responsibilities
- Provide polite, professional, and responsive customer service.
- Provide daily face-to-face support to US military and civilian personnel, NATO military personnel, NATO partner nations, international students, and host-nation civilians.
- Provide first contact and incident resolution for hardware, software, and application problems; resolve issues at first contact or Tier I when possible, and escalate detailed incidents to Tier II or Tier III as required.
- Provide remote end-user software troubleshooting and support.
- Follow up with customers to ensure incidents or requests are resolved.
- Remotely configure and upgrade computer software.
- Provide guidance and work leadership to less experienced technicians and may have limited supervisory responsibilities.
- Analyze customer needs to determine functional and cross-functional requirements.
- Manage the functionality and efficiency of groups of computers running one or more operating systems.
- Maintain the integrity and security of systems.
- Support users with requests for deployment of new services as required.
- Maintain system documentation.
- Provide desk-side support to users as needed.
- Develop and monitor policies and standards for allocating computing resources.
- Provide advice and training to end users.
- Maintain current knowledge of relevant technologies and related hardware and software.
- Adhere to principles, methods, and techniques used in network administration and support.
- Participate in special projects as required.
Benefits
- Medical plan options, some with Health Savings Accounts.
- Dental plan options.
- Vision plan.
- 401(k) plan with pre-tax and post-tax contributions and company match.
- Full flexible work weeks where possible.
- Paid time off, including vacation, sick and personal time.
- Paid holidays.
- Paid parental, military, bereavement, and jury duty leave.
- Short- and long-term disability benefits.
- Life insurance.
- Accidental death and dismemberment coverage.
- Personal accident coverage.
- Critical illness coverage.
- Business travel and accident insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
