IT Support Technician

INDUS Technology, Inc.•San Diego, CA

19d•$40 - $44•Onsite

About The Position

The IT Support Technician provides technical, operational, and administrative information technology support to Department of Defense and Department of the Navy personnel and organizations under the San Diego Detachment Support Services contract. Reporting to the Program Manager, the role supports the operation, maintenance, troubleshooting, configuration, and use of computer systems, hardware, software, networks, databases, and related information systems. The technician provides user assistance in person, by telephone, and through authorized electronic communication and remote-support methods. The position is located in San Diego, California, and requires approximately 10% travel. The role includes end-user desktop and hardware support, assistance with approved applications and databases, reporting and information-management tasks, documentation, user training, cybersecurity and information-assurance support, and coordination with Government IT personnel, Navy Marine Corps Intranet (NMCI), enterprise service providers, and cybersecurity stakeholders. The technician records and tracks support activities and issues, escalates matters requiring specialized support or Government authorization, safeguards sensitive information, and performs other duties as assigned.

Requirements

Active Secret clearance is required for consideration.
High school diploma is required.
At least 3 years of experience providing computer user, help-desk, desktop, technical troubleshooting, or related IT support.
At least 3 years of experience installing, configuring, troubleshooting, and supporting computer hardware, operating systems, applications, and peripheral devices.
At least 3 years of experience supporting Microsoft Windows-based systems and common Microsoft productivity applications.
At least 3 years of experience diagnosing and resolving technical problems and communicating solutions to end users.
At least 3 years of experience documenting support activities, maintaining records, and coordinating unresolved technical issues.
At least 3 years of experience supporting DoD, DON, Federal Government, or comparable enterprise IT environments.
At least 2 years of experience supporting databases, data collection, data validation, automated reporting, or information-management systems.
At least 2 years of experience developing technical documentation, user guides, computer-based work products, or process improvements.
At least 2 years of experience supporting Navy ERP, ASM, or comparable Government information systems.
At least 1 year of experience supporting NMCI or other Navy enterprise computing environments.
At least 1 year of experience supporting Government cybersecurity, IA, patching, vulnerability remediation, or system-compliance activities.
At least 1 year of experience coordinating technical issues with ISSOs, Government technical leads, or enterprise IT service providers.
Knowledge of computer hardware, desktop and laptop systems, peripherals, workstation configurations, hardware diagnostics, software installation, system configuration, and troubleshooting methods.
Knowledge of basic networking, including TCP/IP, network resources, authentication, remote access, and enterprise computing environments.
Knowledge of cybersecurity fundamentals, IA requirements, vulnerability remediation, approved configurations, DoD/DON IT environments, NMCI, Government computing policies, and enterprise support processes.
Knowledge of database concepts, data entry, information retrieval, data validation, records maintenance, reporting, spreadsheets, document preparation, and information-management processes.
Knowledge of technical documentation, user training, process improvement, support procedures, incident documentation, equipment accountability, and escalation processes.
Proficiency installing, configuring, maintaining, and supporting Microsoft Windows-based computer systems.
Ability to independently resolve routine and moderately complex hardware, software, application, peripheral, printer, and connectivity issues; replace equipment, configure systems, identify cybersecurity concerns, and support approved remediation.
Ability to research technical problems, evaluate information, learn unfamiliar applications and Government information systems, and escalate issues requiring specialized support, elevated privileges, or Government authorization.
Ability to manage multiple support requests and competing priorities while maintaining customer responsiveness.
Ability to collect, organize, validate, and maintain accurate technical and administrative data and produce reports, technical records, process documentation, and other assigned work products.
Ability to identify process improvements and recommend practical technical solutions.
Ability to provide clear user instruction and communicate technical issues, risks, remediation status, and unresolved concerns to Government representatives, program leadership, and other stakeholders.
Ability to work effectively with Government, technical, and cybersecurity personnel while safeguarding sensitive information.
Ability to work independently with minimal day-to-day supervision within established technical, security, and contractual authority.
Basic computer literacy and data-entry skills.
Demonstrated proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint.
Strong attention to detail and organizational skills.
Excellent verbal and written communication skills.
Demonstrated problem-solving skills and strong time-management skills.
Ability to work in a fast-paced, changing, and challenging environment.
Legally authorized to work in the United States without employer sponsorship now or in the future.

Nice To Haves

CompTIA Security+ certification or a bachelor's degree from an accredited university.
CompTIA A+, Network+, or other relevant industry certifications.
Familiarity with Government systems such as Navy ERP, ASM, and other authorized Navy information systems.

Responsibilities

Provide direct technical assistance to Government and contractor personnel experiencing computer, hardware, software, network, peripheral, application, or operating system issues.
Diagnose, troubleshoot, and resolve problems with end-user computing equipment, including desktops, laptops, workstations, docking stations, monitors, printers, and peripherals.
Install, configure, update, maintain, and troubleshoot approved operating systems, applications, software packages, drivers, and supporting components.
Assist users with network connectivity, remote access, authentication, account access, email, printing, shared resources, and other authorized computing services.
Troubleshoot computer performance, compatibility, functionality, configuration, and connectivity issues.
Coordinate with NMCI, enterprise service providers, Government IT personnel, and other authorized support organizations on issues requiring elevated access or specialized support.
Support computer replacements, equipment refreshes, system migrations, workstation setup, equipment relocation, and end-of-life equipment disposition.
Support approved software patches, security updates, operating system upgrades, and vulnerability remediation; assist in identifying, documenting, and resolving cybersecurity and IA deficiencies.
Coordinate with the ISSO and Government technical leads regarding cybersecurity findings, remediation, technical issues, and corrective-action status.
Support authorized system configuration, security compliance, access control, and technical verification activities, while following applicable cybersecurity policies and Government computing procedures.
Provide technical support for authorized Government applications, databases, and information systems, including user assistance with data entry, information retrieval, report generation, and application functionality.
Support database maintenance, data validation and transfers, records updates, queries, and database-based deliverables.
Generate and maintain reports, spreadsheets, technical briefs, program records, schedules, status reports, and other assigned work products.
Support information-management activities involving financial, management, planning, personnel-qualification, logistics, procurement, technical, and maintenance information.
Use approved commercial and Government software to collect, organize, analyze, validate, and present technical and administrative information.
Assist with developing, testing, troubleshooting, and improving computer-based processes, databases, reports, and automated work products; document deficiencies and recommend improvements.
Recommend practical process improvements that enhance the accuracy, efficiency, consistency, accessibility, or reliability of information-management activities.
Develop and maintain technical instructions, user guides, troubleshooting procedures, process documentation, and other technical materials.
Provide user instruction and training on approved software, systems, applications, processes, and technical procedures.
Maintain accurate records of support requests, troubleshooting, equipment changes, system updates, remediation, and issue resolution; track actions and unresolved issues through completion or escalation.
Communicate technical status, recurring problems, cybersecurity concerns, deficiencies, and unresolved support requirements to Government representatives and program leadership.
Participate in technical coordination meetings, system reviews, and process-improvement discussions; maintain professional relationships with stakeholders.
Safeguard CUI, PII, proprietary information, and other sensitive Government or company information.
Perform additional IT support, IA, database, reporting, documentation, and information-management functions within assigned responsibilities; provide bid and proposal support if requested and perform other duties as assigned.