Help Desk Technician III

It's fun to work in a company where people truly BELIEVE in what they're doing We're committed to bringing passion and customer focus to the business. SUMMARY The WDTC Data Sciences Division (DSD) is responsible for providing Information System (IS) services and Information Technology (IT) services to WDTC Divisions and Department of Defense (DOD) customers. DSD Systems Architecture Branch is comprised of Cybersecurity team, System Administration team, Network Administration team, Operational Support team and Software Development team. All contractor IT staff are part of DOD Cyber Workforce Framework (DCWF). This contract is to provide IS Services; to configure IT in accordance with (IAW) Department of Defense (DOD) Secure Recommendation Guides (SRGs) and Secure Technical Implementation Guides (STIGs). Operate IAW DOD, US Army and WDTC Security Policies and Plans. Document IAW DOD, US Army and WDTC Configuration Control Board (CCB) requirements. Test, troubleshoot and maintain IS operations for DPG/WDTC. Monitor IS and IT implementation, configuration, and cybersecurity requirements. Primary place of performance isDugway Proving Ground , UT. IS and IT services may also be required for DPG alternate locations in SLC and along the Wasatch Front. The Help Desk Technician IIIprovides operation support for the DPG/WDTC data science support contract. Must have required skillset in MS Windows 10, MS Windows 11, and Computer Troubleshooting/Repair. *This position is contingent upon contract award * ESSENTIAL REQUIREMENTS Must have a valid Driver's License. Must be able to pass a customer background check for access to facilities, equipment and property. This Homeland Security Investigation requires U.S. Citizenship. IAT II: Minimum of one (1) qualifying baseline certification: Security+ CE, SSCP, CCNA-Security, CISSP (or Associate), CISA, GCIH, GCED, CASP CE, or GSEC. Minimum of One qualifying computing environment below or other relevant computing environment certification(s): Microsoft Certified Solutions Associate (MCSA) (Desktop tracks) Microsoft Certified Solutions Expert (MCSE) (Desktop tracks) Red Hat Certified System Administrator (RHCSA) A+ Linux+ MCITP: KEY DUTIES AND RESPONSIBILITIES Essential Duties and responsibilities include the following. Other duties may be assigned. Logs all requests for assistance and all deficiencies upon discovery, and track solutions, in the Government approved trouble ticketing system to include project and cost details. Completes monthly a minimum of 80% of all change/trouble tickets in each trouble ticket priority (Low, Medium or High). Low is defined as assigned within 24 hours; completed within 48 hours of being assigned. Medium is assigned within 4 hours; completed within 8 hours of being assigned. High is assigned within 1 hour; completed within 2 hours of being assigned. A status update for each open ticket will be annotated in the ticket database upon a change of status, or if no change of status occurs, monthly. Include an explanation of ticket status for tickets remaining open from one month to the next in the contractor's monthly status report. Deviation from required timelines shall be coordinated with and approved by Contracting Officer's Representative (COR). The Government estimates a total of approximately 5,500 - 6,000 tickets per year. Creates helpdesk tickets immediately upon request. Notifies users of ticket status within two (2) hours of ticket creation or status change. Monitors and updates backlog status at least weekly. Closes tickets and notifies customer immediately upon completion. Fields trouble calls, prioritizes workload , and escalates problems that cannot be resolved locally to applicable Original Equipment Manufacturer (OEM). Performs Tier II/III (direct user support) for WDTC DREN/SDREN core services for TNET supporting DoD customers. Performs service desk d ties as defined by current Information Technologies Infrastructure Library (ITIL) processes. Supports technologies to include operating systems, servers and software applications issues, troubleshoot, resolve and implement solutions. Patches all applicable systems and ensure compliance with all DoD, Defense Information Systems Agency (DISA), Army, Army Test and Evaluation Command (ATEC) and DPG/WDTC laws, regulations and standards. Ensures installations are IAW established local procedures. Manages and distributes software licenses for the TNET for software installation. Provides routine application patching and upgrades management for operating systems and commercial applications (i.e., Java, Microsoft Office, etc.) Acts as the focal point for customer contact, including problem resolution, requests for new service, or general inquiries for IT. Submits applicable DISA documentation for smartphone (iPhone/ iPad/ iOS/ Android/ Samsung) activation on mobile device management server & Enterprise email. Receives & process cellular devices for setup of applicable DoD apps, TEAM's, & Enterprise email for Government end users. Provides minimal troubleshoot support, if possible, within the applications or equipment. Compiles phone & user information in distribution & turn in of devices for reporting. Obtains full Purebred agent accreditation or current DISA utility for credential issuance. Performs imaging on new and transferred computers. Imaging shall be in accordance with current Army Gold Master (AGM) and DISA Secure Host Baseline (SHB) policies. Performs system builds on computers using the system image library, as required IAW DSD prioritization based on the test center's requirements for testing. Logs shall be made available to ISSM/COR/CIO upon request. Provides user account support to include creating, updating, disabling/deleting, and resetting accounts for Active Directory. Accounts will be reset within 30 minutes of request. The Government estimates approximately 400 - 600 computer accounts. Identifies, utilizes and makes recommendations on system tools to identify potential issues. Installs authorized software packages on computers upon request. Installs and configures the proper operating system (OS) onto computers, installs application software including clients for Microsoft System Center Configuration Manager (SCCM)/McAfee/Network Access Control (NAC) for remote system management, performs all necessary updates, and runs Assured Compliance Assessment Solution (ACAS) vulnerability scans and remediate related issues. McAfee is the software utilized for virus protection, SCCM is used for patching, Bitlocker is used for encryption, and Dameware is used for remote desktop support. Configures user accounts for local standalone use. Evaluates, troubleshoots, and repairs a Windows and Red-Hat Linux based servers, workstations and laptops. Any repairs requiring external support must be coordinated and approved by the Government. May be required to provide assistance to third-party vendors. Performs data recovery from backups and from damaged data storage devices. Writes and updates scripts to expedite routine system configuration and software installations/updates and provide those resources to other technicians for uniformity and completeness. Tracks and performs monthly updates of stand-alone computers to include status reporting. Status reports will be in the Contractor format and will be submitted within 4 duty da ys of the following month. Maintains one (1) Windows-based print server for approximately 35-50 TNET network printers. Installs and configures printer drivers on workstations and laptops. Operates Distributed Test Control Center (DTCC) Ditto Operations Centers (DOCs 1 & 2) in support of local and/or distributed classified and/or unclassified tests, training and other events. The Government anticipates performing this function approximately