Description

Provide advanced technical support and systems administration in a DoD environment.

Responsibilities

• Manage helpdesk calls and ServiceNow tickets by evaluating, prioritizing, and resolving issues or escalating to appropriate tiers.
• Perform installs, upgrades, and configurations for customer-specific hardware and software.
• Execute advanced troubleshooting to diagnose IT problems on desktop equipment, peripherals, and Windows operating systems.
• Document incident break-fix steps and resolutions within the Remedy ticket tracking system.
• Provide remote and on-site network technical support and instruct staff on equipment use.

Required Skills

• 5+ years of IT experience.
• Active Secret security clearance required at performance start date.
• Current DoD 8570 IAT Level II certification (Security+ CE, CySA+, or CCNP Security).
• Proficiency in Windows operating systems and MS Office product troubleshooting.
• Experience supporting PC hardware and software systems.
• Ability to manage multiple simultaneous projects.
• High school diploma or equivalent.

Preferred Skills

• ITIL v3 Foundations certification.
• HDI Desktop Support Technician or A+ certification.
• Prior experience working in a DoD environment.

Key Skills

Education

Not specified