Helpdesk Technician

(1) Responsibilities:

• Ensures the automated trouble-ticket and work order process to support hardware, software, and enterprise services tasks across NIPR, KTEN, CENTRIXS-K and SIPRNET enclaves for all KBSC IT assets during exercise and non-exercise operations.

(2)  Ensures compliance with policies and procedures for systems, documentation, and assists with submission of Requirements Change Request (RCR) and Requirements Documents (RD) through outside agencies for processing and approval on time-sensitive projects

(3)  Initiates, processes, and closes trouble tickets during exercises and takes corrective actions when required.

(4)  Reviews all program documentation and ensures compliance with hardware and software system configuration management policies.

(5)  Coordinates the identification, resolution, and corrective action of hardware and software problems.

(6)  Provides 24-hour coverage during exercise periods to include working shifts when required to include night shift. 

(7)  Demonstrate a keen understanding of the importance of the need for exceptional customer-contractor relationships.

(8) Maintain 100% equipment accountability at all times.  This includes hardware, software, and all system accessories. 

(9) Experience in the integration of IT systems.

(10) Experience with virtualized datacenters, servers, workstation, think clients, routers, switches and other IT devices used in support of largescale, distributed simulation driven, computer assisted exercises.

(11) Experience in data communications and systems engineering

(12) Assists in other section and Technical Support Branch operations when required.

Qualifications:

(1)  Education:

(a)  Required - Associate degree in computer science, Information Systems Management, or 2 years of experience system and software troubleshooting.

(b)  Desired - BS degree in Computer Science, Information Systems Management or 3 years of experience working in Information Technology.

• Three years’ experience with at least 2 of the following:  Windows, and Linux, and VMWARE operation systems.
• Demonstrate knowledge in Information Systems and Information Technology as described and required by the assigned tasks.
• Demonstrate knowledge in Help Desk operations and process flows within Information Technology life cycle.
• Knowledge of Army Enterprise Service Management Platform.
• Demonstrate a working knowledge of Windows Operating Systems, MS Office, and general levels of system and software troubleshooting.
• Understanding of SIPRNET, CENTRIXS-K, and NIPRNET accounts to support users.
• Must maintain an active SECRET security clearance.
• Experience with operation and maintenance of Windows, Linux, VMWARE based software and associated hardware platforms. 
• Must be able to obtain and maintain IAT Level II and the appropriate computing environment certifications IAW DoDM 8140.03 such as Security+ CE.