Service Desk Tier 1

Trace Systems•Colorado Springs, CO

2d•Onsite

About The Position

Trace Systems is seeking a Service Desk Technician Tier 1 for a Network Operations (NETOPS) Service Desk focused on Tactical Communications systems in a Defense Support of Civil Authorities (DSCA) mission. Duties will include diagnose and resolve customer-reported hardware, software, and peripheral IT system issues. Install, configure, test, and maintain computers, user devices, and local software packages. Administer user accounts, passwords, basic access controls, and system permissions. Document reported incidents, track troubleshooting steps, and log problem solutions into support tracking systems. Install, setup, and configure deployable devices to include satellite communications. Duties include: Manage a team of technicians to provide NETOPS support, while directing troubleshooting of all network outages and provide risk and crisis management to mitigate effects to ongoing daily operations. Act as a secondary, or potentially primary, CRO for the COMSEC items held onsite. Provide Service Desk support to remote users in the field, including management of trouble tickets, Return Merchandise Authorizations (RMAs), manage spare parts in both central and decentralized locations, and provide reporting. Troubleshooting issue relating to Configuration Management and potentially VPN tunnels working with multiple enclaves. Configuration, troubleshoot & repair for vehicle-based and transit-case systems (hardware). Field service and training to U.S. Military and Government Civilians within the United States borders (travel: 30%). Able to interact with DISA or Commercial Teleport sites including voice, video, and data services and transmission systems. Able to install, configure, troubleshoot, and provide maintenance to VSAT terminals.

Requirements

Active, in-scope US Government issued Secret clearance.
US Citizenship is required.
Meet the applicable DoD 8140 qualification requirements for the assigned work role (411 – Technical Support Specialist, Proficiency Level: Basic).
Security + certification.
Minimum of 3 years experience.

Nice To Haves

Knowledge of installing, operating, and performing diagnostic testing and repair of fixed and deployable tactical voice and data communication systems experience providing network and IT services such as Network Management (NM), Information Assurance (IA), and LAN/WAN engineering.
Knowledge of HARRIS Radio Systems one or more i.e. PRC-1523/117G/152/158/160.
Knowledge of VSAT systems such as LiteComs, Hawkeye's 3 or 4, and AvL.

Responsibilities

Diagnose and resolve customer-reported hardware, software, and peripheral IT system issues.
Install, configure, test, and maintain computers, user devices, and local software packages.
Administer user accounts, passwords, basic access controls, and system permissions.
Document reported incidents, track troubleshooting steps, and log problem solutions into support tracking systems.
Install, setup, and configure deployable devices to include satellite communications.
Manage a team of technicians to provide NETOPS support, while directing troubleshooting of all network outages and provide risk and crisis management to mitigate effects to ongoing daily operations.
Act as a secondary, or potentially primary, CRO for the COMSEC items held onsite.
Provide Service Desk support to remote users in the field, including management of trouble tickets, Return Merchandise Authorizations (RMAs), manage spare parts in both central and decentralized locations, and provide reporting.
Troubleshoot issues relating to Configuration Management and potentially VPN tunnels working with multiple enclaves.
Configuration, troubleshoot & repair for vehicle-based and transit-case systems (hardware).
Field service and training to U.S. Military and Government Civilians within the United States borders (travel: 30%).
Interact with DISA or Commercial Teleport sites including voice, video, and data services and transmission systems.
Install, configure, troubleshoot, and provide maintenance to VSAT terminals.