HELP DESK TECHNICIAN II

Ignite is an ISO 9001:2015 and CMMI Services Level 3 certified, Service-Disabled Veteran-Owned Small Business (SDVOSB), headquartered in Huntsville, AL. By design, Ignite is a provider of professional services to customers in educational, federal, and commercial industries and in every action seeks to be the preeminent provider within this business space. Ignite upholds our values of competency, collaboration, innovation, reliability, and results through everything we do.

Ignite is currently seeking a driven, detail-oriented Tier 1 Help Desk Technician to join our team supporting The US Army in Huntsville, Alabama. This position is onsite. This position is required one to perform all Tier I duties. In addition, provides touch labor for troubleshooting incidents, and problems manage all duties required to distribute hardware to new users, installs software, assists asset management and property book requirements, performs warranty recovery of assets if needed, and responds to and resolve Incidents and Problems, maintains inventory stock rooms and asset tracking. Escalates tickets to tier III or interfaces with third-party providers to resolve technical incidents. Execute life cycle replacement activities for end users’ devices. Provides touch labor for VIP requests and prioritizes tickets.

Must be a US citizen and be able to obtain and hold an active Security Clearance, and an active Comp TIA Security certification

Responsibilities include:

• Working knowledge of laptops desktops, software, and other end user devices such as printers, mobility and ancillary end user devices.
• Basic account maintenance knowledge (e.g., password resets, name changes).
• Will be required to prioritize and escalate tickets to Tier II and III support IAW ASAE Standard Operation Procedures.
• Will be required to track tickets from creation to closure, for incident and issue management, root cause documentation and ticket escalations to other tier levels.
• Are required to schedule and maintain meeting rooms / VTCs and other teleconference services, routing tickets to higher tier levels if needed for support.
• Assist in trouble shooting issues over the phone/Teams or desk side (touch labor).
• Assist with producing knowledge support artifacts.
• Documents to asset distribution, repair, and decommissioning documents, SOPs, security, TTPs, manuals, hand receipts and other documentation as requested.
• Provide FMS web applications and above baseline application support.

JOB REQUIREMENTS

Education Requirements:

• Education: AS degree in an IT related field or 8 years of service desk support experience.

Security Clearance Requirements:

Must be a US citizen and be able to obtain and hold an active Security Clearance, and an active Comp TIA Security certification