Technical Control - Help Desk

Job Description

Overview

The role of the Technical Control/ 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 Classified and Unclassified networks. The DISA Technical Control/Help Desk technician is responsible for operating and maintaining Technical Control Facilities (TCF) supporting DISA-managed circuits and systems. This role ensures reliable long-haul communications, compliance with DISA standards, and timely restoration of services. The Technical Control/Help Desk Technician shall be the POC for all local enterprise systems issues, create and/or manage trouble tickets, using the EITaaS and WOMS, monitor status and report outages to higher HQs as required. Technical Control/Help Desk Technicians work in a team environment on routine maintenance tasks as well as providing customers with training and solutions to more complex issues.

Responsibilities

• Serves as the DISA Node Site Coordinator and performs necessary duties as assigned by DISA.
• Perform circuit restoration actions and apply quality control/performance standards
• Provides tier 1 technical support to customers via phone, email, or remote management software.
• Operate, monitor, and control physical, data link, network, and transport layers.
• Maintain a Master Station Log (MSL) and provide daily circuit status updates.
• Work with DISA on MPLS and MSPP technologies for network transport and provisioning
• Key/rekey COMSEC devices and maintain cryptographic accountability
• Performs scheduled and unscheduled maintenance of assigned assets.
• Maintain circuit history folders and update entries in TCOSS/TCATS for circuit tracking and performance reporting
• 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.
• Perform trend analysis on outages and performance
• 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

• A Bachelor's Degree plus three (3) years' of recent specialized experience, or Associate's Degree plus seven (7) years' of recent specialized experience, or a major certification plus seven (7) years of recent specialized experience, or eleven (11) years' of recent specialized experience. One-year related experience may be substituted for one year of education, if degree is required.
• 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.
• International Driver's License is desired.
• Must have at least one of the following: Security+, GSEC, CASP, CISSP, SCNP, or SSCP. Additionally, CCNA is preferred.
• Current U.S. Secret Clearance is required.

Experience/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.
• 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. DoW 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

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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