Help Desk Technician (Secret Clearance required)
- Job Category: Information Technology
- Travel: No
- Clearance: SECRET
- Shift: Day Job
- Req ID: RIV02773
The United States Army Network Enterprise Center (NEC), located in Fort Sill, OK is a subordinate command of the U.S. Army Network Enterprise Technology Command (NETCOM). The NEC is located at Fort Sill, Oklahoma, and has the mission of providing tenant organizations on Fort Sill with baseline automation and telecommunications support and services. The primary tenant MACOMs includes IMCOM, TRADOC, FORSCOM, ATEC, AMC, ACC, and USAR. The objective of Automated Management Services (AMS) is to perform immediate on-site Information Technology (IT) support to customers connected to the Fort Sill network infrastructure.
The Help Desk Technician will work within a team to leverage their specific expertise against challenging IT systems issues in support of the US Army NEC mission. You will serve as the first point of contact for customers seeking technical assistance over the phone or email and will perform desk side or remote troubleshooting through diagnostic techniques, asking pertinent questions and determining the best solution based on the issue and details provided by customers. Privileged access to the computer systems will allow those solutions to then be implemented. These techniques will be performed against computer operating systems, software applications, hardware peripherals and user environments (profiles). With the understanding that computer problems are never convenient, the ideal candidate will be able to traverse the complexities of assisting with those computer problems with the upmost of professionalism and customer courtesy.
Perform tasks related to second-tier (TIER II) support of the Fort Sill mission funded IT systems which may include: assisting units and users with the physical and logical installation of Information Systems (IS). Image and add IS to the Domain, load the correct Operating System/Army Golden Master (OS/AGM), ensure all above baseline software is installed and properly licensed, apply Security Technical Implementation Guides (STIG) to peripheral devices to include scanners/printers and ensure networked share drives copiers/printers, are properly configured.
Ensure all IS systems data is captured, stored, and reinstalled on new IS system, ensure user email profile is configured and working properly, provide on-site desktop, software, and peripheral support for NIPRNET, SIPRNET and VDI Thin Client customers.
Diagnose, troubleshoot, and resolve routine problems with hardware, software and connectivity issues either locally or remotely. Some work performance may require access to classified COMSEC information, COMSEC key, and/or Controlled Cryptographic Items (CCI), at Government work locations only.
Utilize remote connection and troubleshooting using Microsoft Systems Center Configuration Manager, support and integration of mobile devices, and support of various peripheral devices to include Voice over Internet Protocol (VoIP) phones.
Perform incident management using service desk software such as Remedy ITSM to document, track, and support the government in managing NEC service requests until completion and apply all service standards as defined in current Army C4IM services list, and performance measurements will align with Command, Control, Communications, Computers, and Information Management (C4IM) standards.
Communicate desktop support concepts to technical and non-technical personnel to restore service and/or identify and react to problems.
Respond to service requests during normal working hours, Monday through Friday, excluding holidays observed by the Federal Government.
Initiate work within 72 hours of request for Non-Priority users and resolve the service requests within 4 working days of request for Non-Priority users. A Non-Priority user is defined as an O-5 and below or a GS-14 and below.
Initiate work within 2 hours of request for Priority users. A Priority user is defined as an O-6 or above or a GS-15 and above.
Minimum two (2) years current experience providing system administration support with elevated permissions.
Minimum High School Diploma.
Active Secret clearance.
Current unexpired COMPTIA Security CE certification.
Obtain Microsoft Desktop Administrator Associate (MDAA) certification (Pass both exams: CIO/G-6 NETCOM IA - MD-100: Windows 10 and CIO/G-6 NETCOM IA - MD-101: Managing Modern Desktops) within six (6) months of hire.
Experience with Microsoft suite of applications and other common desktop applications such as Adobe Acrobat, McAfee, Dame Ware Remote Utility.
In depth knowledge of Microsoft Operating Systems.
Ability to quickly learn new software applications or operating system functionalities.
Excellent customer service skills with the ability to conduct themselves in a professional manner at all times.
Excellent written and oral communication skills.
Able to work independently or as part of a team.
Frequently lifts, carries or otherwise moves and positions audio-visual equipment weighing up to 75 lbs.
Frequently bends, kneels and crouches during computer system equipment troubleshooting, maintenance, assembly/disassembly, installation/de-installation, and sustainment.
May be required to drive vehicle if needed to perform tasks in various locations on Fort Sill, OK.