Service Desk Technician

Parsons•Colorado Springs, CO

12d•Onsite

About The Position

Parsons has emerged as a leader in the development of cutting-edge solutions for the Department of Defense and Intelligence Community. Our tremendous success can be attributed to our people and our priorities. We hire the best; we make them a priority and we never lose focus on the mission. It’s why we’re here. We have built this cultural legacy by working closely with analysts and operators to understand their needs and deliver meaningful value through innovative, cost effective and intuitive software solutions. Our Space Operations Program Directorate is passionate about making America the undisputed leader in Space because we understand that ensuring our nation’s security for future generations depends on it. Parsons creates game changing space solutions by teaming highly respected subject matter experts with brilliant technologists. Do you want to be part of a team that is helping the government solve major national security challenges in the space domain? We need your help. Our Team is looking for a Service Desk Technician . In this role you will maintain Information Technology (IT) systems and standard operating procedures for the systems continuing performance. Support day to day operations, resolving issues for customer, as they pertain to Information Technology systems. The System Administrator will be the first line of defense in resolving Service Desk issues and providing support for hardware complications. Install, update and ensure functionality of operating systems to improve integrity and efficiency. This position will support activities within Special Access Programs (SAPs) supporting Department of Defense (DoD) agencies, such as HQ Air Force, Office of the Secretary of Defense (OSD) and Military Compartments efforts. The position will provide “day-to-day” support for Collateral, Sensitive Compartmented Information (SCI) and Special Access Program (SAP) activities.

Requirements

100% onsite is required in Colorado Springs, CO
Must have a Bachelors Degree in Computer Science/Engineering or other relevant Engineering field from an accredited university with 1-4 years of experience
Top Secret (TS) security clearance with eligibility for Secret Compartmented Information (SCI)
Willingness to submit to a Counterintelligence polygraph to achieve SAP security Clearance within 6 months of hire
Possess a DoD 8140.03/8570.01 Information Assurance Technical II certification or able to obtain within 6 months of hire: Cisco Certified Network Associate-Security (CCNA-Security), Cybersecurity Analyst Plus (CySA+), Global Industrial Cyber Security Professional (GICSP), GIAC Security Essentials (GSEC), CompTIA Security+ (Security+), Certified Network Defender (CND), or Systems Security Certified Practioneer (SSCP)
Must have the ability to work in a fast paced, dynamic environment and effectively interact with numerous DOD, military/civilian personnel and industry partners
Working knowledge of Microsoft Office (Word, PowerPoint, and Excel)

Nice To Haves

Knowledge of Networking technologies, Ports, Protocols, and services.
Familiar with COMSEC requirements and procedures
Experience with installation and maintenance of authentication/authorization software e.g. Active Directory, Identity Management (IdM)
Experience with configuration management

Responsibilities

Provides Tier 1 Service Desk problem identification, diagnosis and resolution of problems.
Provides support for escalation to Tier 2 and 3 and communication of status to agency management and internal customers
Provides technical support and guidance to all users.
Creates and tracks incident tickets to resolution
Escalates and routes incident tickets to the proper groups to resolve issues
Track metrics for incident tickets and watch for trends
Troubleshoot hardware/software interface and interoperability problems
Work as part of a security incident response team as needed
Follow Operations and Maintenance (O&M) and build Tactics, Techniques and Procedures (TTPs) and Standard Operating Procedures (SOPs) for service desk performance
All other tasks as assigned by the IT manager