What are the responsibilities and job description for the Help Desk Technician III position at Caelum Research Corporation?
Position Title: IT Help Desk Technician III
Location: Aberdeen, Maryland
Employment: Full-Time (MUST BE A U.S. CITIZEN).
Experience: 5 years’ experience providing enterprise service desk support in an IT environment; usage of automated ticketing tool; and diagnosing and resolving complex customer IT issues.
Security Clearance: SECRET
Required Education and Certifications:
- High School Diploma (Relevant Education can be substituted for experience)
- 8570.01 IAT-II certification required (e.g. Security CE or equivalent)
- ITIL Foundation strongly desired
Scope:
As part of an on-site Customer Support Team, provide help desk support to the Army Test and Evaluation Command (ATEC) HQ at Aberdeen Proving Ground (APG), MD.
Job Description:
Provide desktop, software, and peripheral support, release management, password management, and account management for both NIPRNET and SIPRNET customers, including VIP support for command staff, unit control center, and directors; report significant outages and/or customer issues to appropriate Government management personnel.
Duties and Responsibilities:
- Deploying IT hardware such as desktop computers, laptops, tablets, monitors and printers, configuring IT hardware to resolve problems
- Installing/configuring operating system images and specialty software on customer devices
- Documenting activities using Trouble Ticket automated software (e.g., BMC Track-IT, ServiceNow)
- Performing backup and restore of software and data on client compute devices
- Trouble shooting and resolving client network and wireless issues
- Testing, analysis and repair of computer system hardware and software malfunctions
- Deploy interoperable and integrated standard office automation desktop software
- Install, configure, troubleshoot, relocate, and repair desktops, peripheral devices, and printers
- Resolve desktop problems via Remote Control (Dameware or similar); add/delete accounts and reset passwords as needed
- Identify network problems impacting users and work with appropriate Tier II or III administrators
- Troubleshoot WIFI and GFE provided broadband devices and VPN connectivity
- Configure, diagnose, reimage, reload, utilize troubleshoot and repair all AGM MS Windows based laptops and desktops, instant messaging applications, and DoD approved WI-FI and wireless services
- Utilize remote tools to connect to remote desktops. Applications include MCM
- Previous experience mitigating system vulnerabilities and patching (e.g. NESSUS) preferred
- Previous experience supporting a Test & Evaluation environment preferred
Job Type: Full-time
Pay: $60,000.00 - $77,000.00 per year
Work Location: In person
Salary : $60,000 - $77,000