Help Desk Technician

Titan Technologies

2d

About The Position

Titan Technologies, LLC (Titan) is seeking an experienced, self-directed, Help
Desk Technician to support the Special Operations Forces Information Technology
Enterprise Contract (SITEC) III contract. As a member of our team, you will help
to assist USSOCOM, Service Component Commands, Theater Special Operations
Commands (TSOC), and deployed forces in the delivery of a full spectrum of
Information Technology (IT) services to operate and maintain information flow,
communications, and connectivity globally.

Under the direction of the Sr. Help Desk technician, the Help Desk provides
support to users in resolving problems using help desk center tools. The
responsibilities of the Help Desk may also include support in the areas of
electronic mail, account creation and maintenance, standard desktop
applications, and applications developed by the Government. The Help Desk
technician will provide EOC Site/Local help desk services and act as the POC for
creating, responding to, and resolving end user incidents. This Technician will
coordinate Incident Reports and Service Request resolutions with the proper
personnel at the various site locations, while tracking resolutions from
initiation to conclusion on behalf of the end user.

Requirements

• Active DoD TS/SCI clearance required
• DoD 8570 IAT II certification (e.g., Security+) required
• At least 1 year of help desk experience in a multi-user environment
• Strong understanding of PC operating systems and working knowledge of networking and email systems
• Excellent written and verbal communication skills with a strong customer service focus

Nice To Haves

• Provides support to users in resolving problems using help desk center tools including MECM, VMWare, ESXi and NetApp ONTAP.

Responsibilities

• Create tickets within the IT Service Management (ITSM) tool Remedy.
• Troubleshoot and repair end user devices.
• Install and troubleshoot software.
• Re-image hardware.
• Perform shared file access maintenance.
• Maintain accounts.
• Create tokens.
• Reset CAC/Token pins.
• Maintain local registration authority capabilities.
• Provide information and tracking on IT Projects, ASIs, incidents, and changes that impact customers Ensuring incidents are routed and/or escalated to the appropriate support group.
• Escalate tickets to other IT support groups and/or vendor support.

What This Job Offers

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