Help Desk Technician

We are looking for an enthusiastic, well-qualified individual to fill the Help Desk Technician II position and to join our team of qualified, diverse individuals.

The Help Desk Technician role involves providing comprehensive help desk and asset management support. This includes managing ticket creation, escalation, and follow-up, identifying and troubleshooting issues, resolving user problems through technical troubleshooting, and ensuring all necessary data is captured in the ticketing system. Additionally, the position involves imaging and deploying virtual systems, providing initial support for incidents/problems or requests, offering technical assistance for queries related to computer systems, software, and hardware, and responding to inquiries via email, in person, or over the phone. The Help Desk Technician is responsible for creating and maintaining Standard Operating Procedures (SOPs), installing, modifying, and repairing computer hardware, software, and peripherals, and reporting metrics regularly. They also confirm resolution, conduct customer satisfaction surveys, and close tickets upon resolution of incidents, problems, or requests. Moreover, the role includes providing mobile device administrative support and assisting in providing new SIPR tokens, administrator pin resets, replacement tokens, and re-issuance of tokens. Asset Management Support services are also part of the responsibilities, which involve the receipt, logging, documentation, and disposal of IT equipment. The position may require sitting or standing for extended periods, typing and reading from a computer screen, and mobility for bending, reaching, and kneeling to complete daily duties efficiently. Lift weight up to thirty (30) pounds may be necessary.

Ability to organize, prioritize and meet deadlines

• Capable of conveying complex information in a simplistic manner

• Strong critical thinking and problem-solving skills

• Strong self-starter requiring minimal supervision

• Able to take proactive measures to prevent problems rather than reactive by nature

• Strong verbal and written communication to effectively express concepts, plans, and proposals

Requirements:

• Proficiency in managing ticket creation, escalation, and follow-up in a help desk environment.

• Strong technical troubleshooting skills for resolving user problems and isolating issues.

• Experience in imaging and deploying virtual systems.

• Ability to provide technical assistance and support for computer systems, software, and hardware.

• Excellent communication skills for responding to inquiries via email, in person, or over the phone.

• Capacity to create and maintain Standard Operating Procedures (SOPs) for efficient operations.

• Competence in installing, modifying, and repairing computer hardware, software, and peripherals.

• Capability to report metrics regularly and conduct customer satisfaction surveys.

• Familiarity with mobile device administrative support and managing SIPR tokens.

• Skill in asset management, including receipt, logging, documentation, and disposal of IT equipment.

• Physical ability for sitting or standing for extended periods, typing and reading from a computer screen, and mobility for bending, reaching, and kneeling to complete daily duties efficiently.

Desired Qualifications:

• Candidate must have solid knowledge of information security principles and practices, as well as an advanced understanding of security protocols and standards.

• Extensive knowledge of Applications

• Extensive knowledge of PC Software, Operating Systems/Windows 7, 10, MS Office applications with strong Excel skills, Outlook and Internet Browser. Citrix and virtualization knowledge a plus

• General knowledge of Windows technology and TCP/IP networking

Education/Certifications:

• High school/GED

• 2+ years of experience performing PC maintenance functions

• Must possess and maintain an IT I level certification IAW AR 25-2 and an IAT II certifications IAW DoD 8570.01-M and BBP 05-PR-M-0002

• MS Desktop Support Technician or equivalent certification preferred