Communications Support/Computer Technician

Katmai; Maryland; On-site; USD 85,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Life & AD&D Insurance

401(k) Savings Plan

Vacation & Paid Personal Time

11 Federal Holidays

Job summary

Katmai is seeking an on-site Helpdesk Specialist to provide telephone and in-person technical support to MRICD employees in the United States. The role covers phone line provisioning, emergency radios, VoIP, and troubleshooting of hardware and software across devices.

Qualifications include DoD 8570 IAT Level I baseline, a suitable security certification, and the ability to obtain a Secret clearance. Knowledge of Remedy/SharePoint/Outlook is preferred.

Qualifications

• Baseline DoD 8570.01 IAT Level I certification.
• One or more of: A+ CE, CCNA-Security, CND, Network+ CE, SSCP; or equivalent certifications.
• Knowledge of hardware and/or software products required.
• Must be able to obtain and maintain a Secret security clearance (U.S. Citizenship required).
• Must obtain and maintain necessary security access and background checks.

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/emergency radios.
• Answers questions about installation, operation, configuration, customization, and usage of assigned products.
• Applies diagnostic techniques to identify problems and recommend solutions.
• 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 PCs and peripherals.
• Performs password resets and system configurations.
• Identifies responsible group for problem resolution and escalation.
• Responsible for testing/troubleshooting issues with new phone lines.

Skills

IAT Level I

Security+ or equivalent

Hardware knowledge

Software troubleshooting

Communication skills

Tools

Remedy

SharePoint

Outlook

Call center ticketing system

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.

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.

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).