Help Desk Technician
About The Position
Seeking a motivated and customer-focused IT & Telecom Support Specialist to provide dedicated support to the IT/Information Assurance and Security Division at FRCSW. In this role, you will act as the primary liaison for telecommunications services, deliver comprehensive end-user technical support, and manage critical IT assets and systems. The ideal candidate is an excellent problem-solver with experience in a government or military environment. Core Responsibilities: Serve as the primary liaison between FRCSW customers and NCTS San Diego, managing work orders from initiation to closure, including cost estimates and final billing, to guarantee customer satisfaction. Manage the timely escalation of technical issues to appropriate support teams and IT leadership, ensuring effective resolution and contributing to future prevention strategies. Perform daily management of MS Teams-based VTC and conference room systems, including proactive troubleshooting, system upgrades, and new room installations. Administer and support Secure Video Teleconferencing (sVTC) systems, handling scheduling and providing direct user assistance. Troubleshoot complex VTC issues involving Codec hardware, network configurations (VLANs), software, and inter-device connections. Provide expert technical support and guidance to local and remote users on telecommunication systems, hardware (PCs, peripherals), software, and network issues. Configure, install, and support government-furnished hardware and peripherals. Respond to, diagnose, and resolve incoming technical assistance requests. Administer, configure, and maintain the enterprise Mobile Device Management (MDM/EMM) platform, including managing mobile application deployments. Maintain a precise, audit-ready master inventory of all FRCSW phone lines, mobile devices, and IT assets, conducting regular audits and tracking equipment. Create and maintain user-facing documentation, training guides, and Standard Operating Procedures (SOPs). Implement and maintain computer security measures in accordance with established protocols. Current Secret clearance is required. No per diem. Work location at NAS North Island, CA area. 100% onsite. Start date is ASAP.
Requirements
- Has three (3) to 10 years of experience in Information Technology (IT) and a background in cybersecurity technologies/policy organizations.
- BS or BA degree in a Computer Science or "Relevant Technical Discipline".
- Must be able to sit and stand for extended periods, in an office environment.
- Current Secret clearance is required.
Responsibilities
- Serve as the primary liaison between FRCSW customers and NCTS San Diego, managing work orders from initiation to closure, including cost estimates and final billing, to guarantee customer satisfaction.
- Manage the timely escalation of technical issues to appropriate support teams and IT leadership, ensuring effective resolution and contributing to future prevention strategies.
- Perform daily management of MS Teams-based VTC and conference room systems, including proactive troubleshooting, system upgrades, and new room installations.
- Administer and support Secure Video Teleconferencing (sVTC) systems, handling scheduling and providing direct user assistance.
- Troubleshoot complex VTC issues involving Codec hardware, network configurations (VLANs), software, and inter-device connections.
- Provide expert technical support and guidance to local and remote users on telecommunication systems, hardware (PCs, peripherals), software, and network issues.
- Configure, install, and support government-furnished hardware and peripherals.
- Respond to, diagnose, and resolve incoming technical assistance requests.
- Administer, configure, and maintain the enterprise Mobile Device Management (MDM/EMM) platform, including managing mobile application deployments.
- Maintain a precise, audit-ready master inventory of all FRCSW phone lines, mobile devices, and IT assets, conducting regular audits and tracking equipment.
- Create and maintain user-facing documentation, training guides, and Standard Operating Procedures (SOPs).
- Implement and maintain computer security measures in accordance with established protocols.
Benefits
- 401(k) retirement savings plan with a percentage company-match contribution
- Competitive wages
- Paid holidays
- Paid time off
- Medical, dental, vision, life, and accidental insurance
- Short-term disability
- Long-term disability
- Employee assistance plan — for access to counseling, consulting and other community resources
- Wellness program
- Tuition assistance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
