Help Desk Technician

Location: Washington, DC
Date Posted: 10-26-2018
Seeking Help Desk Technicians who have an active Secret clearance/TS clearance as well as CompTIA Security+ certification. 


Essential Functions:
  • Provide continuous coverage to the User Support Center (USC) during scheduled shift and remain on shift until relief coverage is available.
  • Provide on-call and recall support as-required to sustain 24/7/365 operations.
  • Provide ‘Mission Essential’ support availability, including physical coverage during inclement weather, holidays, and government closure.
  • Provide support of Primary, Secondary, and COOP locations within a 150 mile National Capital Region (NCR) area, including overnight lodging.
  • Ability to lift 25 pounds to a height of 3-4 feet and position self to maintain systems and equipment within the IT environment, including under desks and in enclosed spaces.
  • Respond to telephone, electronic mail, and/or walk-in requests for support for all systems and equipment within the IT environment.
  • Complete and document trouble tickets using applicable software, and policy and procedures within established SLA time windows.
  • Install, update, test, maintain, and provide corrective maintenance/troubleshooting for Operating Systems, templates, applications, and physical IT equipment.
 
Primary Functions:
  • Monitor all identified systems and services utilizing approved tools.
  • Administer, issue, and maintain user accounts, distribution/security groups, and passwords.
  • Provide BlackBerry mobile support (e.g .Password reset, activation, and troubleshooting etc.).
  • Provide VTC and VOIP endpoint support.
  • Provide installation, maintenance, queue management, and configuration support of direct connect and network based single purpose and multifunction printers.
  • Conduct fault isolation and resolution of network problems, whether cable, workstation, peripherals, or other hardware.
  • Perform basic maintenance and minor repairs on hardware and peripherals.
  • Provide data transfers between classified and unclassified networks according to prescribed policy and procedures.
  • Track, maintain, and distribute a stock of consumables and equipment cleaning supplies for IT equipment as identified by On-Site Manager or Lead (e.g. toners, ink, CD-Rs, DVDs, etc.)
  • Ensure technical safeguards are maintained to provide controlled user access, integrity of electronic mail, applications and user data.
  • Document procedures and processes used to research, assess, troubleshoot, test, and resolve support incidents.
  • Assist with maintenance of servers and network services.
  • Assist and coordinate with all support tiers as necessary to support project/task execution or with any escalated user requests or incidents.
 
Qualifications:
  • Required:
    • Hands-on technical experience (0-2 years)
    • Microsoft Windows 7 and newer (0-2 years)
or
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