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Cyber Service Desk Technician

1 month ago

San Antonio, United States DarkStar Intelligence LLC Full time
Job DescriptionJob Description

Cyber Service Desk Technician

Position Summary
DarkStar Intelligence, LLC  seeks a Cyber Service Desk Technician for an opportunity in San Antonio, Texas.  We require candidates to fill entry-level, Journeyman, and Senior levels positions.

Location: San Antonio, Texas
FLSA Status: Full-Time
Citizenship: Applicants must be U.S. Citizens
Position Type: On-Site
Clearance Level: TS/SCI

Primary Duties and Responsibilities

  • Responds to and diagnoses problems through discussion with users. 
  • Ensures a timely process through which problems are controlled. This includes problem recognition, research, isolation, resolution, and follow-up steps. 
  • Monitors operation of the Service Desk and serves as a focal point for customer concerns.
  • Provides support to end users on a variety of issues. 
  • Identifies, researches, and resolves technical problems.
  • Responds to telephone calls, email, and personnel requests for technical support. 
  • Documents, tracks, and monitors the problem to ensure a timely resolution. 
  • Provides first-tier support to end users for PC, server, or mainframe applications or hardware.
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. 
  • Simulates or recreates user problems to resolve operating difficulties.
  • Recommends systems modifications to reduce user problems.
  • May be required to work varied schedules and shifts, including weekends, as needed.
  • Experience with DoD or Air Force IT and Cyber Systems is a plus. 
  • Experience with Agile methodologies preferred. 
  • Additional duties may include support to the Integrated Systems Support (ISS) Team at the Tier 2 level.  
    • Entry Level: Applies fundamental concepts, processes, practices, and procedures on technical assignments. Performs work that requires practical experience and training. Work is performed under supervision. 
    • Journeyman: Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. Operates with appreciable latitude in developing methodology and presenting solutions to problems. Contributes to deliverables and performance metrics where applicable.
    • Senior: Possesses and applies a comprehensive knowledge across key tasks and high-impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommend major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments. May supervise others.

Minimum Qualifications:

  • High School Diploma
  • U.S. Citizen
  • Current Top Secret (TS) clearance with Sensitive Compartmented Information (SCI) eligibility.
  • 2+ years hands-on experience with help desk processes and procedures.
  • 2+ years of hardware and software support.
  • Compliance with DoD 8570.01-M, IA Technician Level II certification

Highly Desired Qualifications

  • Compliance with DoD 8570.01-M, IA Technician Level III certification

Equal Employment Opportunity (EEO) remains a core value at DarkStar Intelligence LLC, reflecting our unwavering commitment to non-discrimination. We ensure that employment decisions are made solely based on an individual's abilities, skills, and qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other legally protected characteristic. Our Equal Employment Opportunity policy extends to all aspects of the employment process, including but not limited to recruitment, hiring, promotion, transfer, training, working conditions, compensation, benefits, termination, and all other employment conditions.

EEO Flyer: shorturl.at/abpNX

Benefits offered: Medical, Dental, Vision, Life Insurance, Short-Term Disability, Long-Term Disability, 401(k), EAP, Legal, Paid time off, and Holidays.

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