Help Desk Technician II

Job
Description:

Help Desk Technician II
Location: Redstone Arsenal, AL 35898
Clearance Level: US Citizen with an active Secret Clearance required. This position supports a government contract
Job Summary:

This position requires a DoD Secret Clearance.

B Technology, LLC is looking for an enthusiastic, well-qualified individual to fill the Help Desk Technician II position and to join our team of qualified, diverse individuals.

The Help Desk Technician role involves providing comprehensive help desk and asset management support. This includes managing ticket creation, escalation, and follow-up, identifying and troubleshooting issues, resolving user problems through technical troubleshooting, and ensuring all necessary data is captured in the ticketing system. Additionally, the position involves imaging and deploying virtual systems, providing initial support for incidents/problems or requests, offering technical assistance for queries related to computer systems, software, and hardware, and responding to inquiries via email, in person, or over the phone. The Help Desk Technician is responsible for creating and maintaining Standard Operating Procedures (SOPs), installing, modifying, and repairing computer hardware, software, and peripherals, and reporting metrics regularly. They also confirm resolution, conduct customer satisfaction surveys, and close tickets upon resolution of incidents, problems, or requests. Moreover, the role includes providing mobile device administrative support and assisting in providing new SIPR tokens, administrator pin resets, replacement tokens, and re-issuance of tokens. Asset Management Support services are also part of the responsibilities, which involve the receipt, logging, documentation, and disposal of IT equipment. The position may require sitting or standing for extended periods, typing and reading from a computer screen, and mobility for bending, reaching, and kneeling to complete daily duties efficiently. Lift weight up to thirty (30) pounds may be necessary.

Requirements:

- Proficiency in managing ticket creation, escalation, and follow-up in a help desk environment.
- Strong technical troubleshooting skills for resolving user problems and isolating issues.
- Experience in imaging and deploying virtual systems.
- Ability to provide technical assistance and support for computer systems, software, and hardware.
- Excellent communication skills for responding to inquiries via email, in person, or over the phone.
- Capacity to create and maintain Standard Operating Procedures (SOPs) for efficient operations.
- Competence in installing, modifying, and repairing computer hardware, software, and peripherals.
- Capability to report metrics regularly and conduct customer satisfaction surveys.
- Familiarity with mobile device administrative support and managing SIPR tokens.
- Skill in asset management, including receipt, logging, documentation, and disposal of IT equipment.
- Physical ability for sitting or standing for extended periods, typing and reading from a computer screen, and mobility for bending, reaching, and kneeling to complete daily duties efficiently.
- Candidate must have solid knowledge of information security principles and practices, as well as an advanced understanding of security protocols and standards.
- Extensive knowledge of Applications
- Extensive knowledge of PC Software, Operating Systems/Windows 7, 10, MS Office applications with strong Excel skills, Outlook and Internet Browser. Citrix and virtualization knowledge a plus
- General knowledge of Windows technology and TCP/IP networking
- Ability to organize, prioritize and meet deadlines
- Capable of conveying complex information in a simplistic manner
- Strong critical thinking and problem-solving skills
- Strong self-starter requiring minimal supervision
- Able to take proactive measures to prevent problems rather than reactive by nature
- Strong verbal and written communication to effectively express concepts, plans, and proposals

Education and Certifications:

- High school/GED
- 2+ years of relevant experience
- Must possess and maintain an IT I level certification IAW AR 25-2 and an IAT II certifications IAW DoD 8570.01-M and BBP 05-PR-M-0002
- DoD Secret Clearance
- Familiar with Cisco Collaboration or Cisco Video or equivalent, Cisco Telepresence, Tandberg, Cisco Video, DISA GVS

Physical Requirements:

Work may involve sitting or standing for extended periods of time and typing and reading from a computer screen. Must have enough mobility, including bending, reaching, and kneeling, to complete daily duties in a prompt and efficient manner and may include lifting thirty pounds, as necessary.

Security Clearance:

Must be a U.S. Citizen. Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to government information.

Arena Technical Resources, LLC, (ATR) is an Equal Opportunity Employer (EOE) who will provide equal employment opportunity to employees and applicants for employment without regard to race, ethnicity, religion, color, sex, pregnancy, national origin, age, veteran status, ancestry, sexual orientation, gender identity or expression, marital status, family structure, genetic information, or mental or physical disability.

An Equal Opportunity
Employer M/F/D/V

Job Category	Admin/Customer Support
Job ID	16500
Job Title	Help Desk Technician II
Job Location	Redstone Arsenal, AL
Hourly Pay Rate	-
Annual Pay Rate	40000 - 50000
# Required	1
Apply To	MCP@atr.com