Help Desk Technician Lead

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 is Dugway 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 Tech II Lead provides 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

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. (U. S. citizens only due to government or federal requirement)

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 2 hours of ticket creation or status change.

Monitors and updates backlog status at least weekly.

Closes tickets and notify customer immediately upon completion.

Fields trouble calls, prioritize workload, and escalate 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 duties 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 upgrade 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. Receive & process cellular devices for setup of applicable DoD apps, TEAM's, & Enterprise email for Government end users. Provide minimal troubleshoot support, if possible, within the applications or equipment. Compile phone & user information in distribution & turn in of devices for reporting. Obtain 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, install application software including clients for Microsoft System Center Configuration Manager (SCCM)/McAfee/Network Access Control (NAC) for remote system management, perform all necessary updates, and run 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 Windows and Red-Hat Linux based servers, workstations and laptops. Any repairs requiring external support must be coordinated and approved by the Government. Contractor 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 days 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 five (5) times per year up to 10 days per occurrence. The Government will provide 24-hour advance notice of requirement.

Performs software assessment on all software applications not on the DPG-approved software list that are being requested for use. Assessment includes creating or verifying trouble ticket for the task, running application STIGs, as well as vulnerability and ACAS scans. Software assessment procedures will be followed IAW local policy and procedure.

Properly disposes of all hard drives and external media IAW local procedures. Ensure proper documentation is completed and stored on the Test Mission Support System (TMSS) Portal.

Provides input and advise Government personnel regarding all Help Desk procedures and processes. Assist Government personnel with writing Standard Operating Procedures (SOP).

Responsible for aiding in own self-development by being available and receptive to all training made available by the company.

Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EDUCATION AND EXPERIENCE

High school diploma or general education degree (GED) and a minimum of three (3) years relevant experience and/or training, or equivalent combination of education/experience.

JOB SPECIFIC KNOWLEDGE/SKILLS/ABILITIES

Operational knowledge and advanced skills in the standard tools, concepts, practices and procedures of incident management, service desk support and knowledge management. 

Expert computer skills with ability to troubleshoot computer hardware/software issues at an advanced level. 

Solid organizational and leadership skills relevant to carrying out day-to-day responsibilities. 

Ability to guide others and identify improvements in policies/procedures related to helpdesk call center operations. 

Exceptional skills in planning and prioritizing the work of others in a helpdesk call center environment. 

Ability to lead, supervise, and train others effectively. 

Skilled in facilitating teamwork and coordinating efforts for the successful achievement of goals. 

Excellent critical thinking skills with ability to identify, analyze, and resolve complex issues. 

Superior problem-solving skills with strong attention to detail. 

Excellent organization and time management skills with ability to handle multiple projects and priorities. 

Ability to learn and apply new knowledge in a fast-paced environment. 

Exceptional verbal and written communication skills with ability to explain technical information in a non-technical manner. 

Exceptional customer service and relationship-building skills with ability to use tact in handling difficult individuals and/or situations. 

Ability to work effectively both independently and in a team environment. 

LANGUAGE SKILLS

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.

MATHEMATICAL SKILLS

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.

REASONING ABILITY

Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Work is primarily performed in an office environment. Regularly required to sit. Regularly required use hands to finger, handle, or feel, reach with hands and arms to handle objects and operate tools, computer, and/or controls. Required to speak and hear. Occasionally required to stand, walk and stoop, kneel, crouch, or crawl. Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. Exposed to general office noise with computers printers and light traffic. 

CNI CORE COMPETENCIES

Responsible for the integration of CNI Core Competencies into daily functions, including commitment to integrity, knowledge/quality of work, supporting financial goals of the company, initiative/motivation, cooperation/relationships, problem analysis/discretion, accomplishing goals through organization, positive oral/written communication skills, leadership abilities, commitment to Affirmative Action, reliability/dependability, flexibility and ownership/accountability of actions taken.

COMPLIANCE
Promotes and encourages a culture of compliance with all applicable rules (federal, state, local, Federal Acquisition Regulations, Code of Federal Regulations, Prime Contract requirements, etc.) for themselves and the company as a whole. Fosters an environment in which they will report any violations or reasonably suspected violation of CNI policy, FAR, and/or CFR and are comfortable discussing the myriad compliance, conflict, FAR, CFR, etc. issues that arise during the performance of a government contract.

EOE including Disability/Vet

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us