Help Desk Technician II

The Office of the Chief Information Officer (OCIO) provides Information Technology (IT) support to PAE Fires - Missile and Space (MSLS) which is a Continental United States (CONUS) organization. The OCIO provides centralized life cycle management, direction, guidance, and support for the acquisition, sustainment, maintainability, supportability, and implementation of the PAE Fires - Missile and Space (MSLS). PAE Fires - Missile and Space (MSLS) is an approved Data Center providing hosting to multiple organizations, Cloud Infrastructure as a Service (IaaS) and Cloud Platform as a Service (PaaS) throughout the US Army Acquisition community., * PAE Fires - Missile and Space (MSLS) end user support, ticket response, resolution, and escalation for apps/SP.

• Respond to inquiries from computer users and assist in resolving IT problems.
• Diagnose computer hardware and software issues.
• Respond to telephone calls and utilize the automated service desk to assist customers with computer/software problems.
• Diagnose the problem and walk the customer through the problem-solving steps.
• Provide technical guidance in the utilization of computer hardware and software, including installation, operation, and troubleshooting.
• Be proficient in the software and hardware used by the government.
• Be able to readily provide guidance and resolve issues.
• Provide technical assistance support services, including receiving, logging, routing, resolving trouble calls, and follow-up reporting.
• Operate and provide technical assistance on computer equipment, including desktops, laptops, portable computers, high-speed printers, scanners, plotters, printers, and other specialized computer equipment.
• Provide reporting that includes metrics, such as number of calls, types of calls, resolution times, trend analysis, and other data that will assist the government in managing the Service Desk and assisting customers.

Education: High School Diploma plus 2 years’ experience

Technical Certifications:

• IAT Level II (Security + or CCNA or CYSA+ or CND)

Non-Technical Skills:

• Good communicator, professional, strong multi-tasker.