IT Support Technician

INDUS Technology•San Diego, CA

18d•Onsite

About The Position

IND US is a 100% employee-owned government services provider supporting engineering, information technology, cybersecurity, program and financial management, logistics, and data analytics. The IT Support Technician supports Department of Defense and Department of the Navy personnel and organizations under the San Diego Detachment Support Services contract. Located in San Diego, California, the position reports to the Program Manager and provides technical, operational, and administrative IT support. Support is delivered in person, by telephone, and through authorized electronic communication and remote-support methods. The role involves operating, maintaining, troubleshooting, configuring, and supporting computer systems, hardware, software, networks, databases, and related information systems. It also provides direct user assistance with hardware, software, connectivity, printing, email, operating systems, applications, databases, and information-management activities. The technician coordinates with NMCI, enterprise service providers, Government IT personnel, ISSOs, and other authorized organizations when issues require elevated access or specialized support. The position requires an active Secret clearance and approximately 10% travel. The position supports cybersecurity and information assurance activities, including approved configuration and security compliance, patching, vulnerability remediation, and tracking corrective actions. It also supports Government applications and databases; prepares reports, spreadsheets, technical records, and other work products; documents support actions; provides user instruction; and helps improve computer-based processes. The employee must safeguard CUI, PII, proprietary information, and other sensitive Government or company information.

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, software applications, and peripherals.
At least 3 years of experience supporting Microsoft Windows-based systems and common Microsoft productivity applications.
At least 3 years of experience diagnosing technical problems, communicating solutions to users, documenting support activities, maintaining records, and coordinating unresolved 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 system configuration, DoD/DON IT environments, NMCI, Government computing policies, and enterprise support processes.
Knowledge of database concepts, data entry, information retrieval, data validation, records maintenance, computer-based 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 involving Government IT and cybersecurity personnel.
Proficiency installing, configuring, maintaining, and supporting Microsoft Windows-based systems.
Ability to independently diagnose and resolve routine and moderately complex hardware, software, application, peripheral, printer, and connectivity issues; replace equipment and configure systems; identify cybersecurity concerns; and support approved remediation.
Ability to research technical problems, assess available information, learn unfamiliar applications and Government information systems, and escalate matters 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 technical and administrative data and develop computer-generated 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 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.
Must be legally authorized to work in the United States without employer sponsorship now or in the future.
Approximately 10% travel is required.

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 Enterprise Resource Planning (ERP), Advanced Skills Management (ASM), and other authorized Navy information systems.

Responsibilities

Provide direct technical assistance to Government and contractor personnel experiencing computer, network, peripheral, application, or operating-system issues.
Diagnose and resolve desktop, laptop, workstation, docking station, monitor, printer, peripheral, and other end-user equipment problems.
Install, configure, update, maintain, and troubleshoot approved operating systems, applications, software packages, drivers, and related components.
Assist users with network connectivity, remote access, authentication, account access, email, printing, shared resources, and other authorized services.
Coordinate with NMCI, enterprise service providers, Government IT personnel, and other authorized support organizations on issues requiring elevated access or specialized support.
Assist with computer replacement, equipment refresh, system migration, workstation setup, equipment relocation, and end-of-life equipment disposition.
Support approved software patches, security updates, operating-system upgrades, and vulnerability remediation.
Identify, document, and help resolve cybersecurity and IA deficiencies; coordinate findings, remediation, and corrective-action status with the ISSO and Government technical leads.
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 data entry, information retrieval, report generation, and application troubleshooting.
Support database maintenance, data validation, data 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 for financial, management, project-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 development, testing, troubleshooting, and improvement of computer-based processes, databases, reports, and automated work products.
Test new or modified applications, databases, processes, or reporting tools and document deficiencies or recommended improvements.
Recommend improvements to computer-based processes to enhance accuracy, efficiency, consistency, accessibility, or reliability.
Develop and maintain technical instructions, user guides, troubleshooting procedures, process documentation, and other technical materials.
Provide user instruction and training on approved software, computer systems, applications, new processes, and technical procedures.
Maintain accurate records of support requests, troubleshooting, equipment changes, updates, remediation activities, and issue resolution.
Track technical actions, unresolved issues, dependencies, and support requirements through completion or authorized escalation.
Communicate technical status, recurring problems, cybersecurity concerns, deficiencies, and unresolved requirements to Government representatives and program leadership.
Participate in technical coordination meetings, system reviews, process-improvement discussions, and related activities.
Maintain professional working relationships with Government personnel, users, technical support organizations, cybersecurity personnel, and other stakeholders.
Safeguard CUI, PII, proprietary information, and other sensitive Government or company information.
Perform additional assigned computer user support, IT, IA, database, reporting, documentation, and information-management functions; provide bid and proposal support if requested; and perform other duties as assigned.