Intermediate Help Desk Technician

C3EL • Garapan, GU

23d • Onsite

About The Position

C3EL is seeking a cleared Intermediate Help Desk Technician to join our on-site team in Guam and Saipan. This position provides comprehensive IT support across classified and unclassified networks, including desktop, network, and video teleconferencing (VTC) systems. The technician will troubleshoot and resolve technical issues, perform imaging and software deployments, maintain ticket records, and ensure timely resolution in accordance with established Service Level Agreements (SLAs).

Requirements

• U.S. Citizenship.
• An active, in-scope US Government issued Secret clearance.
• Current DoD-8570 IAT Level 1 baseline certification (Net+ CE, or equivalent).
• 5–7 years of experience providing IT support services, troubleshooting both hardware and software in mixed environments.
• Demonstrated experience supporting: Workstations and laptops across SIPR, NIPR, CENTRIX, and STAMIS networks.
• Demonstrated experience supporting: Active Directory administration and user support.
• Demonstrated experience supporting: OS delivery methods such as Altiris Deployment Solution (DS) and SCCM.
• Demonstrated experience supporting: Help Desk ticket tracking systems (Altiris Help Desk, Remedy).
• Demonstrated experience supporting: VTC/Networking fundamentals and troubleshooting.

Nice To Haves

• Experience providing IT Tiered Support Services within DISA, USARPAC, or USARC environments.
• Extensive knowledge of Altiris Help Desk Solution, Altiris Deployment Solution, and Altiris Software Delivery.

Responsibilities

• Provide Tier I–II technical support for SIPR, NIPR, and CENTRIX environments.
• Troubleshoot and resolve issues related to hardware, software, servers, mobile devices, and A/V equipment.
• Manage and track incidents through Altiris Help Desk and Remedy ticketing systems.
• Perform system imaging and OS deployment using Altiris Deployment Solution (DS) or SCCM.
• Administer and maintain Active Directory accounts, permissions, and group policies.
• Support and troubleshoot network connectivity and configuration issues.
• Escalate complex issues to Tier III support or system engineers as needed.
• Ensure all service requests are completed within established SLAs and documented properly.
• Provide courteous, professional customer service in all end-user interactions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees