What are the responsibilities and job description for the Senior Help Desk Technician position at C3EL?
Job Title: Senior Help Desk Technician
Security Clearance: Secret
Location: Alaska – Fort Richardson & Fort Wainwright
(Due to the nature of the work and contract requirements, U.S. Citizenship is required.)
C3EL is seeking a cleared Senior Help Desk Technician to join our on-site team in Alaska at Fort Richardson and Fort Wainwright. This position will provide direct IT support to users across multiple network environments, ensuring rapid response and issue resolution in accordance with established Service Level Agreements (SLAs). The Senior Help Desk Technician will troubleshoot hardware and software issues, support system imaging and deployment, and assist with network and Active Directory management in support of U.S. operations.
Responsibilities will include, but not be limited to:
- Provide Tier I–II technical support for SIPR, NIPR, and CENTRIX environments.
- Troubleshoot and resolve issues related to hardware, software, servers, mobile devices, and A/V equipment.
- Manage and track incidents through Altiris Help Desk and Remedy ticketing systems.
- Perform system imaging and OS deployment using Altiris Deployment Solution (DS) or SCCM.
- Administer and maintain Active Directory accounts, permissions, and group policies.
- Support and troubleshoot network connectivity and configuration issues.
- Escalate complex issues to Tier III support or system engineers as needed.
- Ensure all service requests are completed within established SLAs and documented properly.
- Provide courteous, professional customer service in all end-user interactions.
- U.S. Citizenship.
- An active, in-scope US Government issued Secret clearance.
- Current DoD-8570 IAT Level 1 baseline certification (Net CE, or equivalent).
- 5–7 years of experience providing IT support services, troubleshooting both hardware and software in mixed environments.
- Demonstrated experience supporting:
- Workstations and laptops across SIPR, NIPR, CENTRIX, and STAMIS networks.
- Active Directory administration and user support.
- OS delivery methods such as Altiris Deployment Solution (DS) and SCCM.
- Help Desk ticket tracking systems (Altiris Help Desk, Remedy).
- Networking fundamentals and troubleshooting.
- Experience providing IT Tiered Support Services within DISA, USARPAC, or USARC environments.
- Extensive knowledge of Altiris Help Desk Solution, Altiris Deployment Solution, and Altiris Software Delivery.
- A minimum of a High School diploma or equivalent is required.