Technical Support Specialist II

1 week ago

Redstone Arsenal, Alabama, United States ATR Profile Full time
Position Title: Help Desk Technician II

Location: Not Specified

Clearance Level: Must be a U.S. Citizen with an active Secret Clearance required. This role supports a government contract.

Overview:

ATR Profile is seeking a dedicated and skilled individual to fulfill the role of Help Desk Technician II. This position is integral to our team of diverse professionals.

The Help Desk Technician is responsible for delivering comprehensive technical support and asset management services.

This encompasses the management of ticket creation, escalation, and follow-up processes, along with identifying and troubleshooting technical issues, resolving user inquiries through effective problem-solving techniques, and ensuring all relevant data is accurately recorded in the ticketing system .

Additionally, the role includes the imaging and deployment of virtual systems, providing initial support for incidents or requests, and offering technical assistance related to computer systems, software, and hardware. Inquiries may be addressed via various communication methods.

The Help Desk Technician is tasked with developing and maintaining Standard Operating Procedures (SOPs), installing, modifying, and repairing computer hardware, software, and peripherals, while also regularly reporting performance metrics.

Responsibilities also extend to confirming issue resolution, conducting customer satisfaction assessments, and closing tickets upon successful resolution of incidents or requests.

Moreover, the role involves providing administrative support for mobile devices and assisting with the management of SIPR tokens, including resets and replacements.

Asset Management Support services are a critical component of this position, which includes the receipt, logging, documentation, and disposal of IT equipment.

The role may require prolonged periods of sitting or standing, typing and reading from a computer screen, and physical mobility for tasks such as bending, reaching, and kneeling. Lifting weights up to thirty (30) pounds may also be necessary.



Job Requirements:

  • Proficient in managing ticket creation, escalation, and follow-up in a technical support environment.
  • Strong technical troubleshooting abilities for resolving user issues and isolating problems.
  • Experience with imaging and deploying virtual systems.
  • Capability to provide technical assistance and support for computer systems, software, and hardware.
  • Excellent communication skills for addressing inquiries through various channels.
  • Ability to create and maintain Standard Operating Procedures (SOPs) for operational efficiency.
  • Competence in installing, modifying, and repairing computer hardware, software, and peripherals.
  • Ability to report metrics regularly and conduct customer satisfaction assessments.
  • Familiarity with mobile device administrative support and managing SIPR tokens.
  • Skill in asset management, including receipt, logging, documentation, and disposal of IT equipment.
  • Physical capability for prolonged periods of sitting or standing, typing and reading from a computer screen, and mobility for bending, reaching, and kneeling.

Education / Certifications:

  • High school diploma or GED.
  • Minimum of 2 years of experience in PC maintenance functions.
  • Must possess and maintain an IT I level certification in accordance with AR 252 and an IAT II certification in accordance with DoD M and BBP 05PR-M0002.
  • MS Desktop Support Technician or equivalent certification preferred.
  • DoD Secret Clearance required.

Knowledge:

  • Solid understanding of information security principles and practices, along with advanced knowledge of security protocols and standards.
  • Extensive knowledge of applications.
  • In-depth knowledge of PC software, operating systems (Windows 7, 10), MS Office applications with strong Excel skills, Outlook, and Internet browsers. Familiarity with Citrix and virtualization is a plus.
  • General knowledge of Windows technology and TCP/IP networking.

Abilities:

  • Ability to organize, prioritize, and meet deadlines.
  • Capable of conveying complex information in a simplified manner.
  • Strong critical thinking and problem-solving skills.
  • Self-starter requiring minimal supervision.
  • Able to take proactive measures to prevent issues rather than reacting to them.
  • Strong verbal and written communication skills to effectively express concepts, plans, and proposals.

Security Clearance:
Active Secret Clearance required.

Must be a U.S. Citizen. Candidates selected will undergo a security investigation and may need to meet eligibility requirements for access to government information.

ATR Profile is an equal opportunity employer.



Job Type:
Full-Time

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