Service Desk Hardware Computing Technician

SAIC•Colorado Springs, CO

8d•Onsite

About The Position

SAIC has an opportunity for a secret cleared Service Desk Hardware Lead position supporting the Enterprise IT contract for NORAD/NORTHCOM in Colorado Springs. The ideal candidate will be responsible for managing hardware benchstock, technical refresh deployments and ensure tickets are submitted in the ITSM tool for all hardware distributed and coordinating with logistics for return of broken/old equipment.

Requirements

Must have a CompTIA A+ certification and a CompTIA Sec+ certification
Must be able to communicate effectively via telephone or in person
Must be able to present themselves in a professional manner
Must be willing (if needed) to commute to a different location on Peterson SFB
Ability to adapt in a fast pace and high demand environment
Understands the functional difference and capabilities of both Android and Apple IOS systems.
Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards.
Experience with installing, configuring, and maintaining operating system workstations in support of business processing requirements
Experience with maintaining organizational inventory and physical accountability of equipment
Experience with software installations and upgrades to operating systems and layered software packages
Experience with scheduling installations and upgrades and maintaining them in accordance with established IT policies and procedures
Experience with imaging NIPR & SIPR devices to achieve optimum performance levels
Experience ensuring workstation data integrity by evaluating, implementing, and managing appropriate software and hardware solutions
Experience developing and maintaining a comprehensive operating system hardware and software configuration database/library of all supporting documentation
Experience maintaining a continuous monitoring effort for all incident and service request to ensure a continuous improvement environment for quality of service
Experience contacting customers to provide real time updates regarding their incident or service request
Experience maintaining access to NIPR, SIPR workstations, and all additional programs used to assist the N & NC users
Knowledge of DoD Mailbox provisioning using DOD Enterprise Provisioning Online (DEPO)
Administrative privileges and experience using Active Directory
Experience configuring, imaging, troubleshooting and utilizing Commercial Solution for Classified Solutions (CSFC) devices

Responsibilities

Managing hardware benchstock
Technical refresh deployments
Ensure tickets are submitted in the ITSM tool for all hardware distributed
Coordinating with logistics for return of broken/old equipment
Performing tier 1 troubleshooting at the physical layer
Installing, configuring, and maintaining operating system workstations in support of business processing requirements
Maintaining organizational inventory and physical accountability of equipment
Software installations and upgrades to operating systems and layered software packages
Schedules installations and upgrades and maintains them in accordance with established IT policies and procedures
Imaging NIPR & SIPR devices to achieve optimum performance levels
Ensures workstation data integrity by evaluating, implementing, and managing appropriate software and hardware solutions
Develops and maintains a comprehensive operating system hardware and software configuration database/library of all supporting documentation
Maintain a continuous monitoring effort for all incident and service request to ensure a continuous improvement environment for quality of service
Contacting customers to provide real time updates regarding their incident or service request
Maintained access to NIPR, SIPR workstations, and all additional programs used to assist the N & NC users
Knowledge of DoD Mailbox provisioning using DOD Enterprise Provisioning Online (DEPO)
Configuring, imaging, troubleshooting and utilizing Commercial Solution for Classified Solutions (CSFC) devices