Help Desk Technician

The Help Desk Technician provides IT Service Desk support the customer locations at either Boulder, Colorado, or Washington, D.C. The primary focus of the work assignments will involve onsite resolution of Tier 2 and Tier 3 duties and response. The technician will provide Tier 2 IT Service Desk support and escalate the Tier 3 service desk requests to the appropriate support personnel for resolution. More specifically, the technician provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. They respond to telephone calls, email and personnel requests for technical support; and document, track, and monitor the problem to ensure a timely resolution.

*T his position is contingent upon contract award.*

Job Duties and Responsibilities:

• Offer tailored IT support, addressing specific regional IT challenges.
• Provide technical support for software, hardware, and network issues.
• Escalate unresolved issues to specialized IT teams and track resolution progress.
• Maintain detailed records of user queries, solutions provided, and response times.
• Offer tailored IT support, addressing specific regional IT challenges.
• Coordinate with other IT departments for hardware and software procurement.
• Train end-users on new enterprise systems and applications.
• Coordinate within NTIA and its designees concerning hardware and software procurement
• Other duties as assigned.

Job Requirements (Education/Skills/Experience):

• Active DoD Secret clearance required!
• Certifications: Desired certifications in ITIL4 Foundations, Security+, or similar certification.
• Education: Minimum AS/AA degree (or equivalent).
• Minimum 3 years of experience in a related field.
• Systems Tools Familiarity:
  • Jira, ServiceNow, SharePoint, CloudFlare, GitHub, Salesforce
• Additional Experience Desired:
  • Experience working with DOC or similar federal agencies.
  • Written and verbal communications skills. This includes drafting technical documents.

Diné Development Corporation (DDC) is a Navajo Nation owned family of companies that delivers IT, professional, and environmental solutions to advance the missions of federal, state, and tribal government agencies. As thought leaders and innovators, our team of specialists build client-centric solutions that solve critical challenges faced by defense, civilian, and healthcare organizations. Employing a mission-focused approach, we deliver value that not only enhances current operations, but also drives future change. Closely aligned with this approach is our commitment to advancing the Navajo Nation and its People. Through economic development and community empowerment, we elevate the Navajo Nation to provide lasting impact and sustainable growth for future generations. DDC's ability to unite legacy-inspired technologies, industry best practices, and proven methodologies has contributed to our success for twenty years.

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, or for inquiring about, discussing, or disclosing information about compensation, or any other basis prohibited by law. We participate in E-Verify.

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