Communications Support/Computer Technician

Ouzinkie Native Corporation; Aberdeen, Northern (MD, KY); Hybrid; USD 85,000 - 90,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

AD&D Insurance

401(k) Savings Plan

Vacation & Paid Personal Time

11 Paid Federal Holidays

Job summary

Ouzinkie Native Corporation seeks an on-site IT Helpdesk Specialist to provide telephone and in-person technical support for MRICD employees. You will handle line provisioning, security-conscious configurations, and basic troubleshooting for phones, laptops, and network devices.

The role requires DoD 8570.01 IAT Level I baseline certification and the ability to obtain a Secret clearance. Prior helpdesk experience and strong communication skills are essential.

Qualifications

• Baseline DoD 8570.01 IAT Level I certification is required.
• Must be able to obtain and maintain a Secret security clearance (U.S. citizenship generally).
• Experience with hardware and software troubleshooting in a fast-paced environment.
• Ability to install phones, network devices, and VoIP equipment; familiarity with UPS and network gear helpful.

Responsibilities

• Provide telephone and in-person technical support to MRICD employees.
• Submit Line of Service Requests for telephone repairs and changes.
• Troubleshoot and repair unclassified/classified systems and devices; support iPhones and peripherals.
• Escalate complex problems to senior contract support and document issues in the help desk system.
• Assist with testing new phone lines and configurations; maintain regular attendance.

Skills

IAT Level I certification

Secret clearance

Hardware knowledge

Software knowledge

Helpdesk experience 3+ years

Strong communication skills

Ticketing system experience

Education

DoD 8570.01 IAT Level I baseline certification

Tools

Remedy

SharePoint

Microsoft Office

Job description

SUMMARY

Provides telephone and in-person technical support to U.S. Army Medical Research Institute of Chemical Defense (MRICD) employees regarding technical aspects of assigned products.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Provides communications support including telephone installs, punch-down blocks, provisioning of analog and digital phone lines, emergency radios and Secure Voice Over IP (VoIP) telephones.
• Submits Line of Service Request (LSR) for telephone repairs and changes.
• Performs special projects such as network enabling KIOSK monitors, wireless, SIPR crypto infrastructure reconfiguration. Maintains and ensures operation of emergency radios.
• Answers specific questions about installation, operation, configuration, customization, and usage of assigned products.
• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Escalates complex problems to senior level contract support team members.
• Uses problem management database and help desk system.
• Diagnoses, troubleshoots, maintains, and repairs unclassified and classified systems, network issues, iPhones and other devices.
• Installs, troubleshoots, repairs, and instructs users in personal and network computers, as well as peripherals, such as printers, scanners, smart card readers, etc.
• Performs password resets and system configurations.
• Identifies responsible group for problem resolution and escalation when necessary.
• Responsible for testing and troubleshooting issues with existing and new phone lines.
• Maintains regular and punctual attendance.
• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES

None.

MINIMUM QUALIFICATIONS

• Baseline certification as stipulated in DoD 8570.01 Information Assurance Technician (IAT) Level I.
• (A+ CE, CCNA-Security, CND, Network+ CE, SSCP) or have one of the following certifications (A+, NET+, GSEC, Security+ CE, SSCP, CCNA-Sec, CISSP, CISA, CASP, GCIH, GSEC, or GCED)
• Knowledge of hardware and/or software products required.
• Must be able to obtain and maintain a Secret security clearance (generally, U.S. Citizenship required).
• Must obtain and maintain any necessary security access and/or background checks.

DESIRED QUALIFICATIONS & SKILLS

• Three plus (3+) years of experience as a Helpdesk Specialist preferred.
• Familiarity with the functionality of the UPS, network equipment and environment, break-fixes with spare parts replacement, cable patching and expansion, fiber install coordination.
• Familiarity with Microsoft Office products, internet and browser usage, email products (Microsoft Outlook preferred), basic operating system/networking/hardware troubleshooting, call center ticketing system (Remedy or similar applications), and SharePoint.
• Strong communications skills and ability to communicate technical issues effectively.
• Capableofproviding PC software and hardware troubleshooting.
• Ability to install telephones, punch-down blocks, and provision analog and digital phone lines, emergency radios, and Secure Voice Over IP (VoIP) telephones.

WORK SCHEDULE

Full-time. May be required to work additional hours as needed to complete assignment or project.

TRAVEL

None.

DRIVING REQUIREMENTS

None.

WORK ENVIRONMENT

Work is performed primarily indoors at a well-lit office or server room environment. The environment is normally air conditioned, but conditions may change depending upon circumstances. Work may need to be performed in a fast-paced environment requiring quick thinking and rapid judgments. The employee will be exposed to a wide variety of clients in differing functions, personalities, and abilities.

PHYSICAL DEMANDS

Position consists of sitting for long periods of time, using hands/ fingers, handling, reaching with hands and arms, speaking, or translating. Periods of walking, standing, bending, kneeling, stooping, crouching, and lifting equipment weighing up to 20 pounds. Moderate to extended periods of office work with heavy periods of computer usage. It is Katmai's business philosophy and practices to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

Compliance:

We are a VEVRAA Federal Contractor.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or national origin, disability status, protected veteran status, marital status, familial status or any other characteristic protected by law.

Preference will be given to Ouzinkie Shareholders, Descendants of Shareholders and Spouses of Shareholders in accordance with Title 43 U.S. Code 1626(g) and Title 42 U.S. Code 2000e - 2(i).

Compensation & Benefits:

• Pay: $85,000 to $90,000
• Eligible Benefits: Medical, Dental, Vision, Life & AD&D Insurance, Long-Term & Short-Term Disability Insurance, 401(k) Savings Plan, Employee Assistance Program (EAP), Vacation & Paid Personal Time, 11 Paid Federal Holidays, and Leave of Absence.