HELP DESK TECHNICIAN - NexTech : Job Details

JOB TITLE: Tier 2, IT Help Desk Support Technician

Position Overview:

• The person in this position shall maintain and operate the existing Unclassified (NIPRNet) network and administer the Academic Network IT Support Services systems. The support required will include maintenance and operation of: business systems, academic system, and identity management. They will be required to provide office support, imaging of desktops/laptops, conference front-end support services in addition to assessment of customer needs, resolution of issues and documentation of steps taken. Apply patches to systems that failed to patch remotely. Apply mobile phone management duties. Provide end-user training to staff and students.

Job Duties:

• OS support, Account support (password resets, account unlocks, troubleshooting), basic software support, basic hardware diagnostics, software installation, account creation, assist customers with setup and configuration of devices, and document customer requests and steps taken to resolution.
• Ensure network-attached systems conform to established standards including Information Assurance Vulnerability Alert (IAVA) compliance and worthiness.
• Configure network devices for the organization to ensure devices remain operable.
• Isolate causes of malfunctions to resolve problems in system software, applications software interfacing, and/or information technology equipment.
• Provide technical guidance to personnel for the planning, design, upgrade, and maintenance of all desktops and laptops.
• Placement and setup of complete systems; installation of internal components such as hard drives, video cards, PCI or PCIe interface cards.
• Re-imaging of existing PCs, perform backups of existing profile data and restore after imaging is completed.
• Install, troubleshoot, maintain, and repair Government Furnished Equipment (computers, printers, and other peripheral devices). Peripheral devices include but are not limited to telephones, printers, fax machines, digital senders, projectors, flat screens, cable TV, Audio and Visual equipment, and wireless phones.
• Administer the Academic Network IT Support Services

Job Requirements:

• Educational requirements include an AS/AA Degree in a related discipline from an accredited college or university or the equivalent technical experience.
• Analyzing and identifying trends in issue reporting and devising preventive solutions
• Mentoring other help desk personnel on hardware and software problem analysis and resolution.
• Experience requirements include three years of related experience.
• Knowledge of macOS, Windows, and iOS
• Knowledge of Active Directory
• Knowledge on Cyber Security tasks
• Knowledge on conference front-end support services

Required Qualifications:

• Sec + CE certification
• Computing Environment for Operating Systems (Help Desk certificate, any Microsoft 365, Windows Administrator Certificate)

Other Requirements:

US Citizen

Secret clearance