Help Desk Technician

• Assist users with PC desktop and laptop problems, settings, software and driver installations and removals, and other desktop/deskside support tasks
• Configure, maintain, and troubleshoot desktop platforms and peripherals
• Perform desktop/workstation upgrades, new installations, moves, changes, and deinstallations
• Test and maintain desktop standard images and baselines in accordance with DoD STIGs
• Install, configure, and replace desktop peripherals including printers and CAC readers
• Validate desktop configurations and proper end-point product installation and operation, including HBSS and/or McAfee
• Apply antivirus and anti-malware updates
• Develop and maintain desktop-related technical documentation including guides, FAQs, SOPs, and reports
• Update desktop change records in Remedy or other ITSM tool
• Coordinate user support with Help Desk and System Administration staff
• All other duties as assigned

Do you have experience in VPN management?, Do you have a Associate’s degree?, * Excellent communication skills with a proven ability to produce information in a clear and concise manner, both verbally and in writing while maintaining professionalism and maturity.

• Demonstrated technical expertise with exceptional mathematical, analytical and critical thinking skills and an effective and innovative ability to solve problems.
• Outstanding organizational and attention to detail skills with a demonstrated ability to work in an environment with multiple interruptions while effectively and efficiently prioritizing tasks and responding quickly to situations as they arise.
• Energetic, self-starter with a proven ability to thrive independently with minimal to no supervision as well as on a team in a mentoring and learning environment
• Exceptional customer service and interpersonal skills with a proven ability to establish and maintain effective working relationships with employees at all levels of the organization as part of a diverse and inclusive workforce.
• Sensitivity to, and appreciation of cultural, political and geographical differences, * Minimum of 2 years of experience (or 3 years of experience for Intermediate Level Positions; or 5+ years of experience for Senior Level positions) with each of the following technology skills:
• Windows Operating Systems (Windows 7 and higher)
• Apple OSX desired in addition to Windows
• Experience supporting common desktop software including Microsoft Office and Outlook, Adobe Acrobat and Creative Suite, Mozilla Firefox and Thunderbird, Chrome and Edge browsers, communication/collaboration/messaging tools, and multimedia players
• Experience configuring and troubleshooting common antivirus/anti-malware and end-point client tools
• Experience troubleshooting and resolving VPN and desktop connection issues
• Experience using remote desktop troubleshooting and administration tools
• Experience with DoD security tools and procedures (STIG, ACAS, eMASS)
• Remedy ticketing system
• Active Secret Clearance is required
• An Interim Secret Clearance at employment start date may substitute for Active Secret Clearance
• A current DoD 8570 IAT-II Certification (e.g. Security+ CE, CCNA Security, etc.) is required., * An Associate’s Degree in a computer-science related field is preferred (a Bachelor’s Degree in a computer-science related field is preferred for Senior Level positions), * Lift up to a minimum of 25 pounds

The vision requirements for this position include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.