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Helpdesk Technician

4 months ago

St Marys, United States Convergenz Full time
Overview

The Helpdesk Technician will provide support services in IT security and business technologies, in connection with the Strategic Systems Programs (SSP) Strategic Weapons Facility Atlantic (SWFLANT) Support Services effort.

The IT architecture includes both classified and unclassified networks (approximately 50 Windows-based physical and virtual servers) containing approximately one thousand (1000) Windows-based Personal Computers (PCs) and approximately fifteen hundred (1500) user accounts spread throughout Naval Submarine Base, Kings Bay in areas with varying degrees of entry/access control. Approximately 30% of clients and network equipment exist in high-security areas. A rough estimate of the "average commute" into (one way) a high-security area is 30 minutes to an hour.

Responsibilities:
• Answer the Help Desk phone and monitor incoming e-mail and web based support requests.
• Assist users with completing requirements associated with access requests to IT systems.
• Track and monitor all tickets and calls ensuring all status updates are regularly maintained up to and including closure.
• Monitor voicemail for calls received outside normal hours of operation, adding any request to the Help Desk Call Tracking Database system.
• Perform minor preventative maintenance while troubleshooting (e.g., cleaning IT equipment, routine system health checks).
• Provide Help Desk functions, including providing 1st level/ad hoc assistance for problem resolution/questions and triage and referral and tracking of 2nd and 3rd level problems.
• Respond to user requests within two (2) hours from receipt of requests and resolve problems through direct action or through the referral/escalation of problems to appropriate support personnel.
• Assign service calls that cannot be handled in "real-time" to the appropriate support team for resolution and track the calls handed off through to completion in the Help Desk database.
• Provide end-user notification and follow-up to assure the community that their requests are being handled in a professional and timely manner, including customer callbacks.
• Assist with the creation of a web-based newsletter for monthly Contracts Data Requirements List (CDRL.)

Assist users with completing requirements associated with access requests to IT systems.
• Provide immediate, real-time assistance in response to end-user questions and trouble reports.
• Troubleshoot and support Virtual Private Network (VPN) and Secure ID Token support for remote users and telework personnel.
• Serve as the "point-of-contact" between the end-user community, on-site support personnel, and hardware maintenance vendors.
• Perform installation, testing, sustainment, and removal of all approved software utilized on SWFLANT's unclassified and classified IT systems in accordance with local and Enterprise configuration management.
• Provide support for Video Teleconference (VTC) sessions.
• Provide "one-on-one" new-user orientation and training for end-users who are mastering desktop application functions, including basic user training for all software in SWFLANT's approved application portfolio.
• Support VTC and conference room hardware and software and multimedia systems.
• Publish customer notifications of scheduled or emergent system outages.
• Contribute and maintain web-based self-help/FAQs, based on recurring calls.
• Manage and support mobile SSP/SWFLANT mobile devices.
• Other duties as assigned

Qualifications:
• 2+ years of related work experience
• Top Secret clearance is required.
• Experience using Windows Deployment Services for client imaging.
• Must possess and maintain a valid U.S. driver's license.
• Cyber Security Workforce requires security and operating system certification, or a government-approved equivalent is required.
• Must have the ability to obtain certification requirements, including classes, credentialing, and continual certification as required (minimum level of Cybersecurity (CS) Category Code: 40, Specialty Area Code: 41, Proficiency Level: Entry/Apprentice, per SECNAV M-5239.2, and IT Position Level IT-1, per SECNAV M-5510.30).
• Thorough working knowledge of Microsoft Windows 10 environment.
• Working knowledge of PC/client repair and maintenance (hardware/software).
• Possess excellent organizational skills with the ability to prioritize.
• Ability to effectively communicate in written and verbal English language.
• Possess strong problem-solving skills.
• Ability to self-start and work independently or as a team.
• Possess strong customer service skills.
• Ability in learning new systems and associated software applications for proficient execution of tasks and managing multiple tasks with time-related constraints in a fast-paced environment.