Overview

Intrepid Solutions is looking for qualified IT Service Desk Support Specialist. The IT Service Desk Personnel support the facility's Information Technology (IT) infrastructure, including Windows/Linux based platforms and required to support a 24*7*365 schedule including performing touch maintenance at the users' location. Intrepid has a large team providing diverse IT services to meet our customer needs. The diversity of support provided, along with unique professional training opportunities, allows for career development and progression to align with each employee's professional pursuits.

Responsibilities

• Remote Support – provide remote diagnosis/resolution of end-user requests/problems in a customer service oriented, team environment.
• Touch Maintenance – provide at-the-desk diagnosis/resolution of end-user requests/problems in a customer service oriented, team environment.
• Coordinate corrective action required by outside/parent agencies as required.
• Be responsible for monitoring, opening, assigning, updating and closing tickets on up to 4 separate ticketing systems.
• Troubleshoot assigned tickets using Standard Operating Procedures (SOP’s).
• Provide administrative support as required such as granting/revoking network access and file permissions; performing file/directory restorations; installation of desktop software; VoIP pin resets.
• Provide administrative support to user account creation and maintenance to include resetting account passwords and unlocking accounts.
• Provide desktop support at the customer’s location as required such as adding workstations to the domain, troubleshooting hardware issues, installing drivers; desktop support includes Windows and Red Hat Linux workstations and mobile computing (i.e. laptops and tablets).
• Provide 24-hour network and environmental monitoring and appropriate alarm reporting utilizing provided tools/capabilities.
• Use provided network monitoring tool (E.g. Solarwinds) to monitor and support various networks and system assets.
• Perform system reboots in the data center as required following documented reboot procedures.
• Be able to utilize standard Active Directory and UNIX based commands.
• Replace workstations with like systems and reload all applicable user applications.
• Coordinate with other duty sections such as hardware technicians and software administrators when additional Level II2 or Level III3 support is required.
• Utilize provided environmental monitoring system (E.g. Site Scan) to discover and report environmental systems problems.
• Follow the Standard Operating Procedures for backup and restoration.
• Physically or remotely log into the system and execute prepackaged Microsoft Installers (MSIs) or follow prescribed flowcharts/checklists.
• Provide daily network status reports.
• Assist Air Force Network (AFNET) Enterprise Service Desk (ESD) with resolution of Remedy trouble tickets.
• Provide monthly functional area reports summarizing work accomplished, work planned in next month and important issues occurring during the month.

OPERATING HOURS AND EXPECTATIONS: This is a Shift position, with operating hours Monday - Friday with more detail on anticipated start time(s) discussed during interview process. The work requires 100% onsite support, unless otherwise indicated.

TRAVEL: Position does not require travel.

Qualifications

CLEARANCE: Active Top Secret / SCI **TS/SCI required upon application for initial consideration. This position is not available for clearance sponsorship, upgrade, or reactivation.***

EDUCATION:

• High School Diploma or equivalent

CERTIFICATION(S): 

• Department of Defense (DoD) 8140/8570
• Information Assurance Technician (IAT) Level II (CompTIA Security ) certification, required within 30 days of application for initial consideration.

REQUIRED SKILLS AND EXPERIENCE:

• Experience providing Microsoft administration
• Able to provide Level 1 Support
• Have an understanding of networks and network infrastructure fundamentals
• Able to organize and prioritize multiple tasks
• An understanding of how to resolve problems efficiently and effectively while recognizing customers’ competence levels and approaching each level appropriately

PHYSICAL REQUIREMENTS:

• Able to lift up to 40lbs.

Intrepid is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.