Job Description

JOB TITLE:

Help Desk Tech II

STATUS:

Full Time, Exempt

CONTRACT:

ARL Contract

DATE:

August 10, 2017

LOCATION:

White Sands, NM

GROUP:

N/A

REPORTS TO:

REVISION NO:

The Help Desk Tech II will provide telephone, online and in-person technical customer support to resolve software and hardware issues on PC desktop and laptops in a DoD environment. Tier II personnel assist Tier I personnel in resolving basic technical problems as well as unresolved issues received from Tier I. Tier II issues are acknowledged within thirty (30) minutes and resolved or escalated according to the performance standards. The successful candidate will possess skills and knowledge of Hardware Installation.

Responsibilities:

Handling incoming work orders, emails, and phone calls for a customer base of over 1500.
Installing and troubleshooting a variety of software packages in a Windows environment.
Setting up and troubleshooting various printers, scanners, and other peripherals.
Assisting users with account setup, data backups, and general usage of desktop and laptop PC's.
Work diligently with MS Operating Systems, applications and use troubleshooting techniques, antivirus procedures, network connectivity, email clients, protocols to resolve customer issues.
Computer life-cycle replacements utilizing WIN Image.
Ghost images, transfer data, upgrade systems and run update on computers.
Create, add or remove user profiles account, domain or groups in active directory
Laptop VPN configuration and support using Cisco products.
Deliver written weekly reports to supervisor.
Working with Helpdesk Ticketing systems, Excel spreadsheets, and various databases.
Maintaining systems to meet or exceed client security requirements.

Experience:

A minimum of 1 year of Help Desk experience in a Windows helpdesk environment.
Possess basic troubleshooting and computer configuration skills within a Windows environment.
Applicant must be familiar with Microsoft Office 2013, Adobe products, WIN Image, and a wide variety of COTS/GOTS software, and static TCP/IP configurations.
Experience with CA UniCenter Service Desk and IAVM process a plus but not mandatory.
Must have a professional friendly attitude, strong work ethic, and the ability to work in a fast-paced, dynamic environment.
Must be able to work independently or as part of a team.
Solid communication skills; both verbal and written are must.

Requirement:

Required Clearance: Active Top Secret Clearance (non-negotiable)
Minimum Years of Experience: 1 Year IT related experience
Required Education: High School Diploma
Required Certification:
CompTIA Security+ CE (must be current)
Microsoft Certification in Windows 7 or higher

software control inc

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