nHelp Desk Technician 1

• Provide support to remotely deployed telecommunications systems, services, and computing equipment. This support includes data, transmission (e.g., satellite, wireless, cable, or fiber), voice, video, and any interoperability/connectivity support requirements for installed computers, voice handsets, and associated peripherals and software. Limited support for “bring your own device” (BYOD) is included. \n
• Provide Tier-I support to end users as the entry point for customers by receiving, recording, resolving and/or escalating requests for service or incidents. \n
• May interact with network services, systems engineering, and/or applications development to restore service and/or identify and correct core problem. \n
• Escalate more complex problems to next higher tier support level for resolution. \n
• Monitor trends in problems and questions and seek opportunities to improve support and training processes. \n
• Responsible for support of multiple information and computing systems to include all documentation, traffic analysis, and system uptime monitoring. \n
• Provide boundary protection monitoring and reporting for networks through firewall, proxy, and intrusion detection capabilities. \n
• Produce and deliver network metrics information and reports, as scheduled or directed, for company program management and supported customers. \n

• Must possess, or be able to obtain and maintain, a U.S. Government-issued Secret security clearance. \n
• Due to the nature of the work and contract requirements, US Citizenship is required. \n
• An ITIL Foundations (v4) certification is required within 120 days of the hire date. \n
• Must have previous exprience in the following areas: Service Cloud, Network Management. \n
• Strong working knowledge of Microsoft operating systems, products, applications, and hardware/software troubleshooting techniques. \n
• Ability to operate and maintain large databases supporting equipment inventory, allocation/billing, tracking, and equipment parts database. \n
• Experience with Microsoft SharePoint. \n
• This position supports continuous (24/7/365) network operations, must be able to perform shift work, including weekends and holidays. \n, * IT or network technical certifications (e.g., Network+) \n
• VMWare experience or certification \n
• Microsoft certifications in Technology or Solutions track \n
• Satellite Communications Network Operations or Coordination training or experience \n
• Experience in Windows Server administration \n
• Experience in Microsoft SharePoint Development \n
• Experience in Network Operations Center (NOC) operations and environments. \n
• Military Signal, Communications, IT, or Cyber Background \n

Trace Systems Inc. was founded to support and defend our nation’s security interests at home and abroad– whenever and wherever. We provide enterprise IT, engineering, full life-cycle communications, cybersecurity, cloud and virtualization services and solutions to the United States Department of Defense and other federal agencies. \n \n