Journeyman IT Help Desk Analyst
2 months ago
Performance Location: Hybrid remote and onsite at Fort Detrick, MD.
Availability: Immediately.
Position Overview: Encentric, Inc. is actively recruiting for a qualified Journeyman IT Help Desk Analyst to provide information management/information technology (IM/IT) support services for the U.S. Army Medical Research Acquisition Activity (USAMRAA) and Defense Health Agency Contracting Activity (DHACA), Fort Detrick, Maryland (MD).
Clearance: Position requires active Secret clearance.
Required Education: HS Diploma
Required Certification: Applicants must possess a GSEC or CompTIA Security+ Certification.
Required Years of Relevant Experience:
- At least 2 years’ relevant experience providing customer support.
- At least 2 years’ relevant experience providing functional/technical IT support.
- At least 1 year relevant experience managing Microsoft Group Policy.
- Prior experience supporting the Defense Health Agency (DHA) preferred.
Required Functional Experience:
- Provide IT support both deskside and remotely based on need.
- Provide installation, configuration, troubleshooting, and maintenance of Government Furnished Equipment (GFE) including, but not limited to, computers, mobile devices, Multi- Function Devices (MFD), and peripherals.
- Provide installation, configuration, troubleshooting, and maintenance of software including, but not limited to, Microsoft Windows Operating Systems, Microsoft Office 365, web browsers, Adobe Acrobat, remote access tools, mission critical applications.
- Provide physical network touch labor services such as replacing Ethernet cables between a computer and wall port, connecting/replacing patch cables, and identifying physical switch ports. The Contractor will not perform any network administration services that require an administrative account to access and configure network devices.
- Provide comprehensive Video Teleconferencing (VTC) systems support including the configuration and maintenance of equipment, conference scheduling VTC/conference bridge reservations, and facilitation of VTC meetings.
- Ensure equipment/software conform to all Information Assurance (IA) requirements, as defined by the IAM, to obtain and maintain an Authority To Operate (ATO).
- Provide support for IA requirements such as vulnerability mitigation (patching), executing queries/reports on organization systems/computers (compile software lists, installed software versions, etc.), providing information for Plan of Action and Milestones (POA&M), establishing and maintaining IA service accounts, and configuration of devices to support security scans.
- Utilize Enterprise-provided management tools to assist with performing tasks outlined within this PWS including, but not limited to, Microsoft Configuration Manager (MECM), Tanium, Splunk, Active Directory, Group Policy, Assured Compliance Assessment Solution (ACAS), Bomgar, and RDP.
- Possess experience with PowerShell, Batch scripting, and the Microsoft Power Platform.
- Analyze IT help desk requests that are routed to the helpdesk queue and, when appropriate, update Global Service Center (GSC) knowledge base for future GSC Tier I/II technician reference.
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