Help Desk Support

Job Title: Help Desk Technician

Location:Remote

Clearance: Must be able to obtain a Public Trust Clearance. Therefore, you must be a US Citizen.



Job Description:

• 24x7x365 Support: Deliver round-the-clock Tiered support for the Azure GOV Cloud-hosted PACS system.
• PACS System Knowledge: Utilize knowledge of PACS systems from common OEMs within the federal government to provide effective support.
• Bio-Medical Equipment Training: Apply specialized training in imaging and OEM PACS solutions to maintain system functionality.
• Azure Expertise: Manage and monitor Azure services, including virtual machines, resource groups, Network Security Groups, Azure Load Balancers, Azure Traffic Manager, Azure Backup, and Azure Files.
• Issue Resolution: Troubleshoot and resolve issues using remote support tools such as SSH and Remote Desktop.
• Documentation: Maintain accurate documentation for procedures, processes, maintenance logs, and equipment databases.
• Patch Management: Test Windows and Red Hat patches in a lab environment, verify application functionality, and deploy patches to production.
• Automation: Automate the patching process for Windows and Red Hat servers in production.
• SQL Server Maintenance: Support and maintain SQL server cluster configurations.
• Vendor Collaboration: Work with software vendor support teams to resolve complex issues..

Qualifications:

• Database Maintenance: Utilize service desk software to meticulously maintain a comprehensive database of all telephone calls and messages received. This includes recording every request for customer assistance, ensuring that no issue goes untracked and that all interactions are documented accurately for future reference.
• Knowledge Sharing: Provide detailed feedback on resolved issues to enrich the team’s knowledge database. This involves documenting solutions and best practices, enabling the team to learn from each incident and improve overall service quality.
• Team Collaboration: Actively participate in internal team meetings to discuss ongoing issues, share insights, and coordinate efforts. This collaborative approach ensures that the team remains unified and informed about current challenges and solutions.
• Incident Ticket Management: Self-manage a queue of incident tickets based on established priorities. Responsibilities include:
• Ticket Tracking: Monitor and update the status of each ticket to ensure progress and resolution.
• Asset Tracking and Management: Keep accurate records of IT assets, ensuring they are properly managed and maintained.
• Patch Management: Oversee the application of patches to systems, ensuring they are up-to-date and secure.
• Knowledge Database Management: Continuously update and refine the knowledge database with new information and solutions.
• Timely Ticket Closure: Ensure that all incident tickets are resolved and closed promptly, adhering to service level agreements, and maintaining high customer satisfaction.
• Service Desk Support: Provide comprehensive support through the service desk, including:
• Logging and Resolving Issues: Address issues related to Azure GOVCLOUD, virtual machines, and both internal and external interfaces.
• Installs and Configuration Changes: Handle installations, configuration changes, updates, and upgrades of software and systems.
• Troubleshooting: Diagnose and resolve technical problems efficiently.
• Software Management: Install, configure, update, and troubleshoot various software components, including drivers, commercial off-the-shelf (COTS) and government off-the-shelf (GOTS) applications, operating systems, and patches.
• Network and Firewall Issues: Resolve network and firewall issues to ensure secure and efficient connectivity.
• Virtual Server and Cloud Service Monitoring: Monitor virtual servers and cloud-native services to ensure their optimal performance and availability.

Experience:

• 2+ years Extensive experience in Microsoft based server platforms. (Windows Server 2019 +, Internet Information Server, Etc.)
• 2+ years Experience with Microsoft Azure, preferably GOVCLOUD.
• 2+ years Experience with Red Hat based server platforms. (Redhat 8+)
• 2+ years experience with Active Directory (Account Management, Organizational Units, Group Policy, DNS)
• Significant experience in understanding of Network, WAN, VLAN (troubleshooting network traffic, identifying network versus local based issues)
• Able to manage projects (coordinating with other branches of IT, team player)