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