Help Desk Technician

Help Desk Technician
Company:

Saic


Help Desk Technician

Details of the offer

Description

SAIC is seeking Help Desk Technicians to support installation, operations, maintenance, repairs, and modification of equipment in support of the Cheyenne Mountain Air Force Station (CMAFS) Network Control Center (NCC) Help Desk Work Center, by performing a variety of maintenance and technical support on products, such as equipment, integrated systems, and subsystems, and software at customer and field locations 24/7.
The NISSC II effort establishes requirements for OM&S that support classified communications and processing for Command and Control (C2) capability in organizational work centers at Cheyenne Mountain Air Force Station (CMAFS), Peterson Air Force Base (PAFB), Colorado; Offutt AFB (OAFB), Nebraska; Vandenberg AFB (VAFB), California; and other sites, worldwide.
This specific position will have a place of performance in Colorado Springs.

Responsibilities:
The Help Desk Technician:

Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.
Diagnoses, identifies, isolates and analyzes problems utilizing historical database records.
May route calls to product line specialists.
Maintains and updates records and tracking databases.
Alerts management to recurring problems and patterns of problems.
Additionally, the Help Desk Technician will:
Initiate, track, and conclude all actions in Remedy
Track replenishment efforts and status in Remedy
Assign ticket numbers for outages in Remedy
Assign maintenance actions to work centers through Job Control
Review status and update open tickets
Report job status to the Systems Center
Verify closure status with customer
Generate monthly, quarterly, and semi-annual performance statistics
Provide "first look" network administration as required
Coordinate and participate in installation and renovation projects
Must be willing to work flexible shifts and days as required
Perform other duties as required to support the NCC mission

Qualifications

Technical Skills and Background Experience Requirements:

Must possess a DoD Final Top Secret clearance
Must possess experience with and have the proven ability to operate, learn and understand Air Force Information Technology, network, and client operations
Must independently determine, and develop and approach to solutions within established guidance
Bachelors and two (2) years or more experience; Masters and 0 years related experience. In lieu of a degree, additional specialized technical training equivalent to a technical Associate degree and/or demonstrated ability to perform assigned technical/para-engineering tasks, and 5 years or more of directly related experience
Must possess the necessary information technology and computer skills to:
Provide fast and efficient resolution to a wide variety of customer computer and network problems
Refer non
-
ancillary actions to Comm Focal Point for resolution
Resolve user application questions
Resolve user network resource application questions
Use network management tools
Must be able to troubleshoot and resolve customer workstation issues in a Microsoft Windows Operating System environment
Possess the ability to troubleshoot and repair network issues in a Microsoft Operating System environment
Be able to troubleshoot and repair network printers
Possess effective customer skills
Must have flexibility to work different shifts as needed
(S)he will be subject to a government security investigation and must meet eligibility requirements for access to classified information
(S)he may be trained and must pass initial and recurring evaluations to maintain employment
Must meet minimum certification requirement for DoD Directive 8570, "Information Assurance Training, Certification, and Workforce Management". This position requires a minimum certification associated with IAT Level I, which may be met with an A+, Network+ or higher.
Candidate must possess a qualifying 8570 certification within 3 months of hire date. Initial certification expenses will not be covered by the NISSC II program.

Desired Skills:

Familiarity with Agile and/or SAFe practices.
Experience with Atlassian Suite
My SAIC Benefits.

Requirements


Knowledges:

  • Access
  • Remedy

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