Help Desk Technician

As a prime we are responsible to complete end-to-end system management for a customer’s top secret enterprise mission systems. This includes data center, logistics support, configuration management, COOP, and disaster recovery. This team is focused on creating a First Line Operator responsible for triage, direct customer support, First line monitoring and tier 1 and 2 resolution.

Requirements:

System Administration:

• Morning Checks to include Server and Network Health Checks
• Tool Monitoring Including but not limited to GEMOne, Splunk, RiverBed, NAC/ClearPass, SCOM
• Manage User Account Creation and Deactivation via creation scripts, GUI, or other means
• Ensures security patches are applied to all network infrastructure devices, including voice and video systems
• Monitor system performance
• Implement security patches and updates
• Support backup and recovery procedures

Technical Support:

• Perform advanced troubleshooting of hardware, software, and network issues
• Handle system and network configuration problems
• Create and maintain technical documentation
• Printer / Scanner assistance for local and remote users
• Provide technical guidance to end users
• VTC Codec issues, setup and troubleshooting
• Remote Support for Desktop and Thin Client Users
• Participate in team meetings and status updates
• Desktop Support for local HQ users Workstation Setup, Hardware issues Desktop Configuration issues and other user facing IT Related Issues/Tasks

Incident Management:

• Analyze and diagnose complex technical problems
• Implement temporary workarounds and permanent solutions
• Track and document incident resolution steps
• Perform root cause analysis
• Escalate to Tier 3 Networks, Systems or Cyber Analyst when necessary

Non Negotiable Requirements:

1. Top Secret with investigation current within the last 5 years

2. On-site, no remote

3. Hunger To Learn and Grow

Technical Environment:

Cisco, Arista, Palo Alto, F5, Ansible, GEMOne, Aruba, Riverbed, Windows , Linux, RSA, SCOM, SentinelONE, ClearPass, Active Directory, SharePoint

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.