Help Desk Technician - Secret

An initial 30-day on-site training period is mandatory and will follow a standard day shift schedule (7:00 AM - 3:30 PM, MondayFriday) before transitioning to the assigned swing shift., * Incident Management Proactively to identify and classify major IT incidents and events by leveraging data from various AFNCR work centers and monitoring tools.

• Triage & Coordination: Serve as the primary point of contact for triaging newly identified issues, orchestrating a swift and effective response by engaging all necessary internal and external resolution teams.
• Incident Communications: Establish and facilitate troubleshooting conference bridges, ensuring seamless coordination between technical teams.
• Maintain clear and consistent communication with all stakeholders, including government leadership. Provide timely status updates from inception to resolution.
• Situational Awareness: Maintain a comprehensive understanding of incident status and operational impact, disseminating critical information through the appropriate government communication and command structures.
• Problem Resolution: Drive the investigation and resolution process for all incidents.
• Collaborate with the problem management team to perform root cause analysis and track corrective actions to prevent future occurrences.

• Security Clearance: Active Secret Security Clearance.
• Experience: A minimum of two years of work experience within a Department of Defense (DoD) environment.
• Technical Acumen: A strong, foundational understanding of network equipment, architecture, and capabilities.
• Communication: Exceptional written and oral communication skills, with a proven ability to brief stakeholders and articulate complex technical situations clearly.
• Operational Skills: Demonstrated ability to multitask effectively and perform decisively under pressure in a fast-paced operational setting.
• Certification:Must hold a valid CompTIA Security+ certification.

Minimum/General Experience:

• This position requires a minimum of five years’ experience, of which at least three years must be specialized. Specialized experience includes:
• Knowledge of PC operating systems, e.g., DOS, Windows, and networking and mail standards and work on a help desk.
• General experience includes information systems development and other work in the client/server field, or related fields.
• Demonstrated ability to communicate orally and in writing and a positive customer service attitude.
• Functional Responsibilities:
• Provides phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications developed under this contract or predecessors.

• Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.

• Minimum Education:
• An associate degree in computer science/systems, information systems/technology, engineering/engineering technology, software engineering/programming, management, natural sciences, social sciences, mathematics or business/finance or an applicable training certificate from an accredited training institution.
• Education and experience requirements may be substituted with: o A bachelor’s degree (in subjects described above) and four years general experience of which at least two years must be specialized experience. o No degree and eight years general experience of which at least six years is specialized experience.

• 3 Medical Plan Options
• Dental and Vision
• FSA, DCFSA, HSA
• Life/AD&D Insurance
• Short-Term & Long-Term Disability
• Employee Assistance Program (EAP)
• Training and Educational Assistance
• Paid Time Off (PTO)
• 11 Federal holidays
• 401k plan with up to a 6% match (100% immediate vesting)

Equal Opportunity Employer

Sunayu, LLC serves as a premier technology partner to the Defense and Intelligence communities, delivering mission-critical engineering solutions across the nation. Our operations are anchored in a commitment to trust, accountability, and ethical transparency, ensuring the high-performance outcomes necessary to protect our country’s most vital interests.

Culture

Our strength lies in our community: Our team prioritizes collaboration, professional growth, and encourages open communication. At Sunayu, we don’t just secure the mission-we grow together.

Career Development

We support and encourage our team members to continue their professional growth by providing company-reimbursed training and continuing education of up to $5,000 per year. We also participate in many industry conferences and events where we share our expertise and experiences.