Job description
Position: Mid Help Desk Technician
Location: Quantico, VA
Security Clearance Required: TS/SCI clearance or be SCI eligible
Position Type / Standard Work Hours: Full-time/40 hours per week
Summary / Objective:
Provide technical support for the US Air Force Office of Special Investigations (AFOSI) in Quantico, VA.
Position Type / Standard Work Hours: Full-time/40 hours per week
Summary / Objective:
Provide technical support for the US Air Force Office of Special Investigations (AFOSI) in Quantico, VA.
Primary 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 all trouble-shooting and customer interaction in the tracking system work log.
- Recognize application and technical problem trends and provide mitigation plans in order 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, Virtual Private Network (VPN), laptops, and tier one (1) troubleshooting of Video Teleconference (VTC) / Global Video System (GVS) issues prior to escalation.
Required Education and/or Experience:
- 5 years’ Help Desk experience
- Must be certified at IAT Level II (Security+ CE or other certification satisfying DoD 8570 certification requirements).
- Experience managing ticket resolution ITSM, such as Remedy and ServiceNow.
- 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 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 ability to interact professionally within all levels of an organization.
Desired Education and/or Experience:
- ITIL v3 Foundations certification desired.
Supervisory Responsibilities:
This position does not supervise the work of others.
This position does not supervise the work of others.
Work Environment:
This job operates in a professional office environment. This role routinely uses standard office equipment.
Physical Demands:
Must be able to operate a computer and other standard office equipment.
Travel:
Very little.
AAP / EEO Statement:
BTAS is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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/or activities may change at any time with or without notice.
Position: Mid Help Desk Technician (Future)
BTAS is an E-Verify program participant.
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