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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