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Technical Support Specialist II

2 months ago

Dugway, Utah, United States S2Technologies Full time
Job Overview

Position: Help Desk Technician II

S2Technologies is in search of a proficient Help Desk Technician II to assist the Data Sciences Division in fulfilling their objectives related to the testing of defense initiatives.

Key Responsibilities:

  • Document all assistance requests and identified issues in the Government-approved ticketing system.
  • Generate helpdesk tickets promptly upon request.
  • Inform users of ticket updates within 2 hours of creation or status modification.
  • Review and update the backlog status on a weekly basis.
  • Close tickets and notify customers immediately upon resolution.
  • Handle trouble calls, prioritize tasks, and escalate unresolved issues to the appropriate Original Equipment Manufacturer (OEM).
  • Provide Tier II/III support for core services related to WDTC DREN/SDREN for DoD clients.
  • Execute service desk operations as per the current Information Technology Infrastructure Library (ITIL) standards.
  • Support various technologies including operating systems, servers, and software applications, troubleshooting and implementing solutions as needed.
  • Ensure all systems are patched and compliant with DoD, DISA, Army, ATEC, and DPG/WDTC regulations.
  • Oversee software license management for TNET installations.
  • Conduct routine application patching and upgrade management for operating systems and commercial software.
  • Act as the primary contact for customer inquiries, problem resolution, and new service requests.
  • Facilitate smartphone activation on mobile device management servers and Enterprise email.
  • Perform imaging on new and transferred computers in accordance with established policies.
  • Build systems on computers using the system image library as required.
  • Provide user account support including creation, updates, and resets for Active Directory accounts.
  • Identify and recommend system tools to address potential issues.
  • Install authorized software packages upon request.
  • Configure operating systems and application software for remote management.
  • Evaluate and repair Windows and Red-Hat Linux servers, workstations, and laptops.
  • Recover data from backups and damaged storage devices.
  • Develop and update scripts for efficient system configuration and software installations.
  • Track and report on the status of stand-alone computers monthly.
  • Maintain a Windows-based print server for multiple network printers.
  • Install and configure printer drivers on workstations.
  • Support local and distributed testing and training events.
  • Assess software applications not on the approved list, following local policy and procedures.
  • Ensure proper disposal of hard drives and external media according to local guidelines.
  • Provide insights and assist in the development of Standard Operating Procedures (SOP) for Help Desk processes.

Qualifications:

  • Minimum of 1 year of relevant helpdesk experience.
  • Proficient in MS Windows 10, MS Windows 11, and computer troubleshooting/repair.

Education:

  • High School Diploma or equivalent.

Certifications:

  • One of the IAT Level II or III Certifications (e.g., CCNA-Security, CySA+, CND, Security+ CE, CASP CE, CCNP, CISA, CISSP (or Associate)).
  • One of the following computing environment certifications:
    • Microsoft Certified Solutions Associate (Desktop Tracks)
    • Microsoft Certified Solutions Expert (Desktop Tracks)
    • Red Hat Certified System Administrator
    • A+
    • Linux+ MCITP

Security Clearance:

  • Secret clearance required.

Additional Information:

S2Technologies is committed to fostering a diverse and inclusive workplace. We welcome applicants from all backgrounds and experiences.