Help Desk Technician III

Position Title: IT Help Desk Technician III

Location: Aberdeen, Maryland

Employment: Full-Time (MUST BE A U.S. CITIZEN).

Experience: 5 years’ experience providing enterprise service desk support in an IT environment; usage of automated ticketing tool; and diagnosing and resolving complex customer IT issues.

Security Clearance: SECRET

Required Education and Certifications:

• High School Diploma (Relevant Education can be substituted for experience)
• 8570.01 IAT-II certification required (e.g. Security+CE or equivalent)
• ITIL Foundation strongly desired

Scope:

As part of an on-site Customer Support Team, provide help desk support to the Army Test and Evaluation Command (ATEC) HQ at Aberdeen Proving Ground (APG), MD.

Job Description:

Provide desktop, software, and peripheral support, release management, password management, and account management for both NIPRNET and SIPRNET customers, including VIP support for command staff, unit control center, and directors; report significant outages and/or customer issues to appropriate Government management personnel.

Duties and Responsibilities:

• Deploying IT hardware such as desktop computers, laptops, tablets, monitors and printers, configuring IT hardware to resolve problems
• Installing/configuring operating system images and specialty software on customer devices
• Documenting activities using Trouble Ticket automated software (e.g., BMC Track-IT, ServiceNow)
• Performing backup and restore of software and data on client compute devices
• Trouble shooting and resolving client network and wireless issues
• Testing, analysis and repair of computer system hardware and software malfunctions
• Deploy interoperable and integrated standard office automation desktop software
• Install, configure, troubleshoot, relocate, and repair desktops, peripheral devices, and printers
• Resolve desktop problems via Remote Control (Dameware or similar); add/delete accounts and reset passwords as needed
• Identify network problems impacting users and work with appropriate Tier II or III administrators
• Troubleshoot WIFI and GFE provided broadband devices and VPN connectivity
• Configure, diagnose, reimage, reload, utilize troubleshoot and repair all AGM MS Windows based laptops and desktops, instant messaging applications, and DoD approved WI-FI and wireless services
• Utilize remote tools to connect to remote desktops. Applications include MCM
• Previous experience mitigating system vulnerabilities and patching (e.g. NESSUS) preferred
• Previous experience supporting a Test & Evaluation environment preferred

Job Type: Full-time

Pay: $60,000.00 - $77,000.00 per year

Work Location: In person