Help Desk Technician

Job Title: Help Desk Technician
Location: Tampa, FL
Eligibility: Candidate must possess an active Secret clearance

- Job Description:

- Check out this great opportunity to join one of the fastest growing
and long-standing programs! US Battlefield Information Collection
and Exploitation Systems eXtended (US BICES-X) is a cutting-edge
program supporting DoD intelligence information sharing on current
and emerging global threats to mission and coalition partners and
emerging nations. With an internationally dispersed team supporting
each combatant command, the US BICES-X team is in direct support of
the war fighter and their missions. We are seeking a creative and
driven professional with a passion for solving real world issues on
a cross-functional, fast paced team. We are seeking a Help Desk
Technician that can work independently – please read below!

- This position is high visibility and responsible for providing Tier
0, 1, and eventually higher tiered systems support, incidence
response, and escalation supporting the US BICES-X Coalition Support
Service Desk. In addition, position requires attention to detail and
ability to adapt to changing environment.

- Responsibilities:

- Provides polite, professional, and responsive customer service.

- Provides daily face to face support to US Military and Civilian
personnel as well as NATO's Military, NATO Partner Nations,
International Students and Host Nation Civilians.

- Provides first contact and incident resolution to customers with
hardware, software, and application problems. Attempts to resolve as
many incidents as possible during the first contact, or at Tier I.
Efficiently escalates detailed incidents to higher Tier II or Tier
III as required.

- Provides end-user software troubleshooting and support remotely.

- Provides follow-up actions with customers to ensure resolution of
incidents or requests.

- Remotely configures and upgrades computer software.

- Provides guidance and work leadership to less experienced
technicians and may have limited supervisory responsibilities.

- Comprehensive knowledge of the principles, methods, and techniques
used in computer troubleshooting and support.

- Analyzes customer needs to determine functional and cross-functional
requirements.

- Manages the functionality and efficiency of a group of computers
running on one or more operating systems.

- Maintains the integrity and security of systems.

- As required, supports users with completing requests for deployment
of new services.

- Maintains system documentation.

- May provide desk side support to users.

- Develops and monitors policies and standards for allocation related
to the use of computing resources.

- Provides advice and training to end-users.

- Maintains current knowledge of relevant technologies as assigned.

- Participates in special projects as required.

- Adheres to the principles, methods, and techniques used in network
administration and support.

- Maintains/enhances knowledge of related hardware and software.

- Requires professional certification in one or more specific
technologies, depending on job assignment.

- This position requires shift work, which could include nights, day,
or afternoon shifts in addition to weekends and holidays.

- **Shift work required**

- Required Qualifications:

- 3 years of experience required.

- BA/BS degree – may substitute additional years of experience.

- Must possess and maintain a Secret Clearance.

- Must meet DoD 8570 requirements and be eligible for IAT level II
access upon hire for positions with elevated privileges.
Requirements include possessing and maintaining active Security Plus
CE certification and computing environment training certificate.
Computing environment training must be completed within 2 weeks of
being hired.

- Must have good team working skills since this position entails
coordinating with many different work centers.

- Must have good and professional customer relationship skills.

- 2 + years of experience with common IT infrastructure services to
include DNS, DHCP, and troubleshooting connectivity issuest.

- Preferred Qualifications:

- Experience supporting multinational customers preferred.

- Experience operating in deployed environments preferred.

- Experience with user, administrative, and service account creation
and management.

- Experience with direct customer support for both internal and
external customers.

- Experience with Server STIGs, patching, Tenable, ACAS, SCCM, and
IAVA vulnerabilities.

- Experience with Group Policy, and Windows PowerShell.

- Experience with Multiple OS’ and Scripting Languages

- Experience with the principles, methods, and techniques used in
Microsoft Server 2008, 2012, AND 2016 administration,
troubleshooting and support.

- Experience with implementing and maintaining systems documentation.

- Experience with developing training for both internal and external
customers.

- Experience with managing, monitoring, and responding to key server
infrastructure alerts.

- Experience with ServiceNow, SCCM, Exchange, and IDPA technologies.

- Experience with VMWare, Horizon View, and other virtualization
technologies.

- Experience working with military customers.

- ITIL Foundations v4 certification preferred.

- Additional specific certifications may be required, depending on job
assignment.

- The work is typically performed at client site locations, which
requires proper safety precautions; work may require some physical
effort in the handling of light materials, boxes, or equipment.

- The above-listed job description is not intended to be, nor should
it be construed as, exhaustive of all responsibilities, skills,
efforts, or working conditions associated with this job. Requests
for reasonable accommodations will be considered to enable
individuals with disabilities to perform the principal (essential)
functions of this job.

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