Help Desk Technician
McClellan, CA
Position Responsibilities:
Under general direction, provide 24/7 phone and on-site support for personnel and phone/remote desktop support for remote and TDY personnel. Support will cover a wide range of desktop hardware and software, common IT services, and specific applications on all unclassified and classified secret information systems. Responsible for providing second-tier support to end-users for PC server, mainframe applications, and hardware. Handles problems that the first tier of help desk support is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Maintains currency and highest level of technical skill in field of expertise. At a minimum the Help Desk Support Services – Senior will be required to perform the following tasks:

• Document incidents using the ticket tracking system and create and publish knowledge base articles when applicable.
• Meet established service level metrics for call response, technical support, and customer service.
• Resolve trouble calls using desk-side support, remote desktop, phone, and/or through email.
• Respond to requests for network account modifications to include but not limited to account creation, configuration, deletions, and password/PIN resets.
• Develop and maintain a computer image library, which includes but is not limited to desktop, laptop, tablet and thin client computers with system images.
• Perform computer re-imaging, assist users with data backup and restore, and installation of software applications.
• Setup computer systems with external monitor(s), switch box, keyboard, mouse, smart card readers, printers or any other approved external peripheral.
• Assist with the set-up of IT in training classrooms and conference rooms as required.
• Perform the manual installation of approved software, software patches, and security updates to client systems when required.
• Perform troubleshooting of incidents and issues on approved software applications, computer systems, printers, scanners, and other approved connected peripherals.
• Maintain approved software applications, computer systems, printers, scanners, and other approved connected peripherals.
• Notify the government when IT consumables, such as printer ink or toner, are low in stock and need to be replenished.
• Monitor logs and automated systems for IT system outages and incidents affecting multiple end users and initiate incident response procedures.
• HBSS, ACAS and SCCM experience is a plus

Position Qualifications:
:

• BS/BA Degree preferred
• AA degree acceptable with 10 years of experience

:

• Minimum of 10 years of experience in help desk or information technology industry

:

• Must have one of the following certifications
• CompTIA A
• Cisco Certified Network Administrator (CCNA) – Security
• Certified Network Defender (CND)
• CompTIA Network
• Systems Security Certified Practitioner (SSCP)
• Security CE
• Highly desired to have the following computing environment certificates but will have 1 year upon hiring to complete both certifications:
• Microsoft 365 Certified: Modern Desktop Administrator Associate (MD100 & MD101)

• Ability to communicate in English

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 10 years

Schedule:

• Monday to Friday
• On call
• Weekdays
• Weekends as needed

Application Question(s):

• Do you have one or more of the following certifications?

o CompTIA A
o Cisco Certified Network Administrator (CCNA) – Security
o Certified Network Defender (CND)
o CompTIA Network
o Systems Security Certified Practitioner (SSCP)
o Security CE

Education:

• Associate (Required)

Experience:

• Help desk: 10 years (Required)

Security clearance:

• Secret (Required)

Ability to Commute:

• McClellan, CA 95652 (Required)

Work Location: In person