Helpdesk Technician

Job Description

Overview

The role of the Systems Control/Tier 1 Help Desk Technician is to assist customers who are experiencing any procedural or operating difficulty with the use of IT applications, products or services residing on the NIPRNET and SIPRNET networks. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed, but the Help Desk Technician is responsible to ensure that an effective solution is provided to the user. The Help Desk Technician shall be the POC for all local enterprise systems issues, create and/or manage trouble tickets, using the REMEDY and WOMS, monitor status and report outages to higher HQs as required. Help Desk Technicians work in a team environment on routine maintenance tasks as well as provide customers with training and solutions to more complex issues. This position also is the Systems Control technician responsible for DISA equipment and maintenance.

Responsibilities

• Creates, manages, and tracks network & communication service requests using REMEDY and WOMS programs.
• Provides tier 1 technical support to customers via phone, email, or remote management software.
• Creates customer network accounts and maintain administrative documentation.
• Maintains COMSEC and SVRO programs.
• Performs scheduled and unscheduled maintenance of assigned assets.
• Implements Notices to Airmen (NOTAM), Time Compliance Network Orders (TCNO), Methods and Procedures Technical Orders (MPTO), Authorized Service Interruption (ASI), Network Tasking Order (NTO), Maintenance Tasking Order (MTO).
• Performs Client Support Technician (CST) responsibilities in accordance with Air Force directives to include: Backup and data recovery operations, hardware maintenance and service desk support for user hardware residing on the NIPRNET and SIPRNET.
• Maintains daily contact with the Program/Site Manager, Sr. Lan Administrator and other Network Management personnel and Program Management chain and Government personnel to assist in the timely resolution of technical problems and to execute the operational functions that require their personal attention.
• Performs duties as assigned as a Cyber Security Liaison.
• Serves as the DISA Node Site Coordinator and performs necessary duties as assigned by DISA.
• Circuit Management, monitoring, installation, troubleshooting circuits and systems
• Fulfills the roles assigned by DISA, use of DISA approved systems and sites such as StoreFront.
• Operates and maintains GIG station communication equipment such as MPLS platforms.
• Responds to user requests by phone and in person.
• Installs, modifies computer hardware and software.
• Diagnoses hardware, software, and operator problems and recommends remedial actions.
• May load and configure software such as operating systems and environments and applications.
• Provides technical assistance and training to system users.
• Performs other duties and assignments as required.

Qualifications

Minimum Qualifications

• Must be Fluent in reading, writing, and speaking the English language, to include the ability to comprehend and interpret complex electronic and technical data, schematics, and logic diagrams.
• Current U.S. Secret Clearance is required.
• International Driver's License is desired.
• This position requires a current DoDI 8570.01-M IAT Level II certification and corresponding Computing Environment certification. Must have at least one of the following: Security+, GSEC, CASP, CISSP, SCNP, or SSCP. Additionally, one of the following CE certifications: CCNP, CCVP, MCSE, MCITP is preferred.

Experience

• A minimum of 3 years (falling within the last 6 years) active U.S. military or U.S. military affiliated service experience in the Information Technology or communications electronics field.
• Knowledge of and experience with U.S. DoD military mission, structure, doctrine, technical standards and specifications, and security requirements. Knowledge of and experience with U.S. DoD military mission, AFNet, structure, doctrine, technical standards and specifications, and security requirements. Has extensive experience with old and new Windows client/server technologies.
• Experience in system administration, including system maintenance, workstation support, internet connectivity, load monitoring, security, protocols, knowledge of LAN/WAN networking, servers, workstations, operating systems, and applications.
• Experience documenting thoroughly and appropriately the entire IT framework.
• Background in maintenance of TCF equipment, maintenance of circuit, equipment, and systems records

Skills

• Current knowledge and continuous experience in the field of information and telecommunications systems and managing switching, transmission, and data networks.
• Demonstrates proven expertise in the operations and maintenance support management of multiple complex systems.
• Excellent working knowledge with all MS Office programs to include Word, Excel, Outlook, and VISIO.
• Progressive responsibilities in information systems operations and maintenance support. Current knowledge and continuous experience in the field of information and telecommunications systems and managing large-scale voice, video teleconferencing, secure switching, transmission, and data networks.
• Strong customer service and end user equipment support skills and strong written and oral communications required.
• Can skillfully document operations and processes; can work independently to solve problems yet knows to ask for help.
• Exceptional organizational skills, meticulously detail oriented.
• Primary duties will be Technical Control operations. Must be able to work 40-hour week and perform standby, if required, to provide 24-hour day/7-day week coverage. May be required to work an uncommon tour of duty including nights, weekends and holidays

At V2X, we are deeply committed to both equal employment opportunity, including protection for Veterans and individuals with disabilities, and fostering an inclusive and diverse workplace. We ensure all individuals are treated with fairness, respect, and dignity, recognizing the strength that comes from a workforce rich in diverse experiences, perspectives, and skills. This commitment, aligned with our core Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation, and expand our success in the global marketplace, ultimately enabling us to best serve our clients

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