Help Desk Technician Tier II

Role Overview

• Provide on-site desktop, software, and peripheral support; priority support for command staff, Joint Interagency Operations Center (JIAOC), and directors; report significant outages and/or customer issues to appropriate management personnel.
• Resolve desktop problems via remote control; assist with IAVA remediation.
• Install, configure, troubleshoot, relocate, and repair desktops, mobile devices (smart phone, mobile hotspots, tablets), and printers.
• Support deployment or life cycle replacement of new computer systems, printers, and other peripheral devices.
• Identify network problems impacting users and work with appropriate Tier II or III administrators to quickly restore optimum service.
• Provide Citrix web-client installation and advanced troubleshooting techniques.
• Provide Commercial Solutions for Classified (CSfC) installation and advanced troubleshooting techniques.
• Provide Virtual Desktop Interface (VDI) installation and advanced troubleshooting techniques.
• Provide limited Apple computer support for selected users. The Command has fewer than 10 Apple computers.
• Provide support and troubleshooting techniques for Citrix, SIPR REL DMZ, and NETCOM/ARCYBER/DISA directed enterprise services, to include voice over IP (VoIP).
• Aid the government in the in-processing / on-boarding of new personnel, to include NIPRNET account creation.
• Contractor shall also provide NIPRNET account out-processing services.
• Provide remote support, via telephone and other means, for Army North users stationed at one of the 10 Defense Coordinating Officer (DCO) locations across the CONUS.
• Contribute to T&T proposal activities and all other duties as assigned by T&T managers.

Requirements

• 3+ years experience supporting IT Help Desk
• Experience using ServiceNow ticketing system
• Experience with remote and on-site troubleshooting
• In-depth knowledge of the most recent version of Microsoft Operating System, Microsoft Office applications (to include Office 365), and other common desktop applications such as Adobe Acrobat, Active Client, etc.; ability to quickly learn unique GOTS applications.
• Project a positive image and professional manner always; ability to work within the confines of a set time schedule.
• Knowledgeable communicating desktop support concepts to technical and non-technical personnel; ability to develop technical documents and produce system design documentation.
• This is an IAT (Level II) position as defined in DoD 8570.0 I-M which requires the appropriate certifications/accreditation (GSEC, Security+, SCNP, SSCP or better).
• Computer Environment Certificate in latest version of Windows is required.

Tech Stack

• Citrix
• ServiceNow
• VoIP

Benefits

• Competitive benefits package including: health, dental, vision, life insurance coverage, 401(k) Plan, Training Programs, Accrued Paid Time Off (PTO) and Paid Holidays.