Job Requirements
Washington, DC
Secret Polygraph Unspecified
Career Level not specified
$54,000 - $68,000
Job Description
Help Desk Technician
Washington, District of Columbia
$54,000-$68,000
Secret
Location: JBAB
Hours: 2:00PM - 10:30PM (Tuesday - Saturday)
Note - This role support on call rotation.
This position requires an on-site swing shift, scheduled from 2:00 PM to 10:30 PM, Tuesday through Saturday.
An initial 30-day on-site training period is mandatory and will follow a standard day shift schedule (7:00 AM - 3:30 PM, MondayFriday) before transitioning to the assigned swing shift.
Client is hiring a Help Desk Technician II who will be accountable for the entire lifecycle of incident management.
Key responsibilities include:
Incident Management Proactively to identify and classify major IT incidents and events by leveraging data from various AFNCR work centers and monitoring tools.
Triage & Coordination: Serve as the primary point of contact for triaging newly identified issues, orchestrating a swift and effective response by engaging all necessary internal and external resolution teams.
Incident Communications: Establish and facilitate troubleshooting conference bridges, ensuring seamless coordination between technical teams.
Maintain clear and consistent communication with all stakeholders, including government leadership. Provide timely status updates from inception to resolution.
Situational Awareness: Maintain a comprehensive understanding of incident status and operational impact, disseminating critical information through the appropriate government communication and command structures.
Problem Resolution: Drive the investigation and resolution process for all incidents.
Collaborate with the problem management team to perform root cause analysis and track corrective actions to prevent future occurrences.
Required Qualifications
Security Clearance: Active Secret Security Clearance.
Experience: A minimum of two years of work experience within a Department of Defense (DoD) environment.
Technical Acumen: A strong, foundational understanding of network equipment, architecture, and capabilities.
Communication: Exceptional written and oral communication skills, with a proven ability to brief stakeholders and articulate complex technical situations clearly.
Operational Skills: Demonstrated ability to multitask effectively and perform decisively under pressure in a fast-paced operational setting.
Certification:Must hold a valid CompTIA Security+ certification.
Minimum/General Experience:
This position requires a minimum of five years' experience, of which at least three years must be specialized. Specialized experience includes:
Knowledge of PC operating systems, e.g., DOS, Windows, and networking and mail standards and work on a help desk.
General experience includes information systems development and other work in the client/server field, or related fields.
Demonstrated ability to communicate orally and in writing and a positive customer service attitude.
Functional Responsibilities:
Provides phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications developed under this contract or predecessors.
Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.
Minimum Education:
An associate degree in computer science/systems, information systems/technology, engineering/engineering technology, software engineering/programming, management, natural sciences, social sciences, mathematics or business/finance or an applicable training certificate from an accredited training institution.
Education and experience requirements may be substituted with:
A bachelor's degree (in subjects described above) and four years general experience of which at least two years must be specialized experience.
No degree and eight years general experience of which at least six years is specialized experience.
Washington, District of Columbia
$54,000-$68,000
Secret
Location: JBAB
Hours: 2:00PM - 10:30PM (Tuesday - Saturday)
Note - This role support on call rotation.
This position requires an on-site swing shift, scheduled from 2:00 PM to 10:30 PM, Tuesday through Saturday.
An initial 30-day on-site training period is mandatory and will follow a standard day shift schedule (7:00 AM - 3:30 PM, MondayFriday) before transitioning to the assigned swing shift.
Client is hiring a Help Desk Technician II who will be accountable for the entire lifecycle of incident management.
Key responsibilities include:
Incident Management Proactively to identify and classify major IT incidents and events by leveraging data from various AFNCR work centers and monitoring tools.
Triage & Coordination: Serve as the primary point of contact for triaging newly identified issues, orchestrating a swift and effective response by engaging all necessary internal and external resolution teams.
Incident Communications: Establish and facilitate troubleshooting conference bridges, ensuring seamless coordination between technical teams.
Maintain clear and consistent communication with all stakeholders, including government leadership. Provide timely status updates from inception to resolution.
Situational Awareness: Maintain a comprehensive understanding of incident status and operational impact, disseminating critical information through the appropriate government communication and command structures.
Problem Resolution: Drive the investigation and resolution process for all incidents.
Collaborate with the problem management team to perform root cause analysis and track corrective actions to prevent future occurrences.
Required Qualifications
Security Clearance: Active Secret Security Clearance.
Experience: A minimum of two years of work experience within a Department of Defense (DoD) environment.
Technical Acumen: A strong, foundational understanding of network equipment, architecture, and capabilities.
Communication: Exceptional written and oral communication skills, with a proven ability to brief stakeholders and articulate complex technical situations clearly.
Operational Skills: Demonstrated ability to multitask effectively and perform decisively under pressure in a fast-paced operational setting.
Certification:Must hold a valid CompTIA Security+ certification.
Minimum/General Experience:
This position requires a minimum of five years' experience, of which at least three years must be specialized. Specialized experience includes:
Knowledge of PC operating systems, e.g., DOS, Windows, and networking and mail standards and work on a help desk.
General experience includes information systems development and other work in the client/server field, or related fields.
Demonstrated ability to communicate orally and in writing and a positive customer service attitude.
Functional Responsibilities:
Provides phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications developed under this contract or predecessors.
Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.
Minimum Education:
An associate degree in computer science/systems, information systems/technology, engineering/engineering technology, software engineering/programming, management, natural sciences, social sciences, mathematics or business/finance or an applicable training certificate from an accredited training institution.
Education and experience requirements may be substituted with:
A bachelor's degree (in subjects described above) and four years general experience of which at least two years must be specialized experience.
No degree and eight years general experience of which at least six years is specialized experience.
group id: 10290999
