Help Desk Technician Tier II
T and T Consulting Services

Job Info

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Primary Responsibilities:

• Provide support to interoperable and integrated standard common user office automation desktop software as approved for use by the Army Golden Master program.
• Provide on-site desktop, software, and peripheral support for NIPRNET and SIPRNET customers; priority support for command staff, unit control center, and directors; report significant outages and/or customer issues to appropriate management personnel.
• Resolve desktop problems via Remote Control; assist with IAVA remediation.
• Install, configure, troubleshoot, relocate, and repair desktops, Personal Digital Assistant, wireless devices (e.g BlackBerry, Android, iPhones), mobile phones and printers.
• Identify network problems impacting users and work with appropriate Tier II or III administrators to quickly restore optimum service.
• Provide a weekly report on the age of tickets currently in the queue, most common problem reported during the week, average time to close a ticket by technician, average time to close a ticket by type, and average time to close a ticket by week and by month.
• Contribute to T&T proposal activities and all other duties as assigned by T&T managers.

Additional Job Duties (These functions will be performed on an "as needed" basis in support of the Primary Voice/Data Specialist):

• Operate and maintain mission specific SBU and SVTC services as required. This includes VTC service in classrooms, transportable, command and control, conference room, briefing rooms, collaboration suites, and desktops. Provide design, installation advice, and technical support for VTC studio suite equipment.
• Knowledgeable with VTC protocol capabilities are required
• Provide Video Teleconference support as needed for conferences and customer projects; establish connectivity for VTC session and operate equipment as required by customer.
• Provide mission user local touch labor (troubleshooting, repairing, etc.)
• Support the VTC as a managed network device on the classified network.
• Provide technical support and assistance in the design, acquisition, installation, and operation of the equipment to limited user population (to Brigade level at PPP/PSP and installations supporting two (2) or more non-tactical Command HQs).
• Operate the SVTC capability on a highly restricted basis, in support of extremely critical collaborative efforts involving O-6 Commanders and higher personnel, either locally or as part of the interconnected collaboration event.
• Setup video and audio conferences coordinate video conference among various agencies
• Setup and support at off-site locations, as determined, twice monthly.

Required Skills & Qualifications:

• 3+ years' experience supporting IT Help Desk
• Experience using Remedy ticketing system
• Experience with remote and on-site troubleshooting
• Imaging computers
• Installing and updating software

Desired Skills & Qualifications:

• Customer Service Skills
• Networking printers.
• Able to work independently
• Working knowledge of dealing with spillages

Education/Experience:

• Experience w/Active Directory Users and computers.

Certifications (Required):

• IAT Level II baseline certification is required.
• Windows Computer Environment training is required within 180 days of hire.
• Secret security clearance

Benefits: Competitive benefits package including: health, dental, vision, life insurance coverage, 401(k) Plan, Training Programs, Accrued Paid Time Off (PTO) and Paid Holidays.

Equal Opportunity Employer/Veterans/Disabled

This job has expired.