HELP DESK TECHNICIAN - TOP SECRET / SCI WITH SECURITY CLEARANCE
Hawk Associates
Sierra Vista AZ 85635 US
A mission-driven professional with a systems administration or help desk background to support the US Army Intelligence Center of Excellence (USAICoE) on Ft. Huachuca, AZ. The candidate will join our CIO G6 Mission Support Center Team - a team of skilled IT professionals who strive for successful user and mission support while providing a positive customer experience. Responsibilities:
• Resolve technical problems and answer queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems at the Mission Support Center (MSC). The MSC is the central point for all help desk customer support for approximately 3,500 users in 5 major DoD organizations.
• As BMC Remedy Administrators, manage access to the BMC Remedy Suite and applications, configure the BMC Remedy Suite to work best with the technical support groups, create, modify and search trouble tickets within the BMC Remedy Suite, and triage and direct trouble tickets to the correct support groups. Our program will be migrating to ServiceNow over the next year.
• Provide first-line support to troubleshoot, maintain and provide help desk support to the customer. • Perform duties as an Active Directory (AD) Organization (OU) manager as well as manage security setting for files stored on the organization share drive. • Diagnose, identify, isolate and analyze 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.
• Provide administrator level support for organizational network printers and scanner devices; managing printer access and printer groups to division shared printers and scanners; activating Government Apple devices; communicating with organizational customers, higher level government IT support and civilian vendors to coordinate the repair or replacement of defective IT equipment; analyzing computer faults to determine which configuration changes may be needed to prevent fault recurrence; imaging computers to Army Gold Master (AGM) standard to use on the Ft Huachuca Domain in accordance with the Network Enterprise Center policy; backing up and restoring user data files during user request, computer maintenance or system migration; ensuring users do not introduce malware, intentionally or accidentally, to Government computer systems and post network; and initiating procedures for security data spillage of non-secure and secure data. Requirements:
• Top Secret security clearance with SCI eligibility
• 1-2 year of experience
• Current Security+ • OS (Windows, LINUX, or Redhat) Training/Experience • Knowledge of current DoD network administration requirements, concepts, practices, and procedures Schedule:
• Monday to Friday
Security clearance:
• Top Secret (Required)
Work Location: In person
• Resolve technical problems and answer queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems at the Mission Support Center (MSC). The MSC is the central point for all help desk customer support for approximately 3,500 users in 5 major DoD organizations.
• As BMC Remedy Administrators, manage access to the BMC Remedy Suite and applications, configure the BMC Remedy Suite to work best with the technical support groups, create, modify and search trouble tickets within the BMC Remedy Suite, and triage and direct trouble tickets to the correct support groups. Our program will be migrating to ServiceNow over the next year.
• Provide first-line support to troubleshoot, maintain and provide help desk support to the customer. • Perform duties as an Active Directory (AD) Organization (OU) manager as well as manage security setting for files stored on the organization share drive. • Diagnose, identify, isolate and analyze 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.
• Provide administrator level support for organizational network printers and scanner devices; managing printer access and printer groups to division shared printers and scanners; activating Government Apple devices; communicating with organizational customers, higher level government IT support and civilian vendors to coordinate the repair or replacement of defective IT equipment; analyzing computer faults to determine which configuration changes may be needed to prevent fault recurrence; imaging computers to Army Gold Master (AGM) standard to use on the Ft Huachuca Domain in accordance with the Network Enterprise Center policy; backing up and restoring user data files during user request, computer maintenance or system migration; ensuring users do not introduce malware, intentionally or accidentally, to Government computer systems and post network; and initiating procedures for security data spillage of non-secure and secure data. Requirements:
• Top Secret security clearance with SCI eligibility
• 1-2 year of experience
• Current Security+ • OS (Windows, LINUX, or Redhat) Training/Experience • Knowledge of current DoD network administration requirements, concepts, practices, and procedures Schedule:
• Monday to Friday
Security clearance:
• Top Secret (Required)
Work Location: In person