Help Desk Technician
Quantico, VA – Onsite
Active Top Secret or TS/SCI preferred
Must be Security+ certified
This position is a 1-2 months contract with the possibility of being extended.
Major Duties & Responsibilities: Serve as the primary point of contact for end users to provide ongoing support, monitoring, and lifecycle management of incident tickets. Provide Service Desk customer support for all AFOSI computer networks and systems with an emphasis on customer services and call/ticket resolution at differing classification levels including controlled unclassified information, Secret, Top Secret, and Counter-Intelligence. Deliver comprehensive, end-to-end customer IT support to include transitioning, operating, maintaining, tracking, restoring, protecting, and backups. Document troubleshooting and customer interaction in the tracking system work log. Recognize application and technical problem trends and provide mitigation plans to avoid future occurrence. Notify customers when there is a change in ticket status or priority or when necessary to ensure good customer service. Monitor tickets for trends and patterns indicating a significant outage or event and ensure affected customers are notified early and are updated regularly. Perform the installation of equipment, connection of peripherals, and the installing/deleting of client level software and ensure all documentation is in accordance with AF and DoD policies, guidance, and directives. Implement client workstation software patches, security fixes, and service releases according to local instructions. Manage and establish network user accounts. Support customer requests and troubleshoot including administrative and technical assistance for all aspects and types of workstations, mobile devices, VPN, laptops, and tier one troubleshooting of VTC/Global Video System (GVS) issues prior to escalation.
Qualifications: 3-5 years experience in a help desk or technical support role. Must be certified at IAT Level II (Security+ or other certification satisfying DoD 8140 certification requirements). Experience managing ticket resolution ITSM, such as Remedy. Experience with mobile device management, including handling mobile device requests in accordance with AF policies, issuing devices, administering accounts, and troubleshooting mobile devices. Experience with iPhone mobile devices and PureBred software for mobile device management. Experience with Blackberry devices and Blackberry Unified Endpoint Management software on mobile devices. Must be able to provide courteous, timely and professional treatment of all customers when a problem is reported through necessary troubleshooting, elevations, collaboration and resolution. Must have outstanding customer service and communications skills and able to interact professionally within all levels of an organization. Must be a US citizen and hold a current Top Secret or TS/SCI clearance
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System One, and its subsidiaries including Joulé, ALTA IT Services, TeamPeople, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.