Help Desk Technician

Integration Innovation, Inc.; Huntsville (AL); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Excellent insurance coverage

401(k) match

Generous PTO

Health and wellness incentives

Tuition and certification reimburse

Job summary

i3, headquartered in Huntsville, AL, seeks a Help Desk Technician to provide end-user IT support and desktop services. You will troubleshoot software and hardware, use tools like Active Directory and JIRA, and maintain security per policy.

Responsibilities include supporting Office 365/Teams, assisting with network and printing devices, and documenting issues with a collaborative team. A DoD 8570.01-M compliant background and an active Secret clearance are required.

Qualifications

• Bachelor’s degree in Computer Information Systems, IT, CS, or related technical field (additional experience may substitute).
• DoD 8570.01-M compliant.
• CompTIA Security+ CE.
• Active Secret Security Clearance.

Responsibilities

• Provide desktop support and address technical issues for a large user base.
• Troubleshoot software issues for Office 365, Teams, and COTS/GOTS.
• Utilize Active Directory, Remote Desktop, and JIRA for ticketing and access control.
• Support hardware including PCs, printers, monitors, and peripheral devices.
• Collaborate with IT team to document issues and implement improvements.
• Set up IT equipment for users and ensure system security per policy.

Skills

Customer service

Communication skills

Teamwork

Troubleshooting

Education

Bachelor's degree in Computer Information Systems, IT, CS

Tools

Active Directory

Remote Desktop

JIRA

Office 365

Teams

Job description

i3 is seeking a Help Desk Technician who will ensure that end-users have effortless and efficient experience with technology tools by addressing technical issues and providing desktop support to a large user base on prem. Professional and courteous demeanor is required in all circumstances. Above average ability to interpret, analyze, troubleshoot and resolve technical problems. Must be decisive, conscientious and interact well in a team environment. Should have a strong desire to learn and be able to follow policies and procedures.

Uses technical expertise, effective communication skills and a customer-focused mindset to assist customers via phone, email, online systems and in person. Supports PCs, networking, printing devices, peripherals, and software.

• Perform software troubleshooting for offerings such as; Office 365, Teams, COTS, GOTS.
• Utilize tools such as Active Directory, Remote Desktop, etc.
• Perform hardware troubleshooting for printers, PC's, TV's, Monitors, KVM, etc.
• Utilize JIRA, or similar helpdesk system, to create and track helpdesk tickets.
• Ensure system security in compliance with DOW and company policy.
• Familiarity and/or expertise in various operating systems (Windows, Linux, etc.).
• Collaborate with various team members to troubleshoot and document IT issues.
• Assist with escort of Maintenance Personnel, IT Personnel, and others as required.
• Assist with troubleshooting network ports and network equipment.
• Setup IT equipment for users.
• Collaborate with team members on future direction and opportunities for new technology.
• Receive and respond to escalated/advanced service requests from customers.
• Comply with standard company policies and procedures.
• Work effectively on team projects, communicating properly and providing status.
• Recognize necessary improvements and make suggestions.
• Requires consistent exercise of discretion and judgement.
• Other duties as assigned.
• Bachelor’s degree in Computer Information Systems, Information Technology, Computer Science, or a related technical field. Additional experience may substitute for degree.
• DoD 8570.01-M compliant.
• CompTIA Security+ CE.
• Active Secret Security Clearance.
• Ability to remediate and troubleshoot issues.

Knowledge/Skills

• Knowledge of office administration and procedures.
• Exceptional judgment capabilities and relationship management skills.
• Excellent communication, teamwork, and client service skills; ability to clearly communicate in discussions and written documents, and to deliver feedback clearly and tactfully.
• Interact with a diverse array of customers and staff in a professional and courteous manner.
• Work independently with accountability for accurate and complete results.
• Be extremely organized and exceptionally detail oriented.
• Work well both independently and in a team environment.
• Be energized by a fast-paced work environment.
• Must be able to communicate with others effectively.
• Analyze information and respond appropriately.
• Manage time wisely and prioritize tasks.
• Provide superior customer service.
• Multi-task in a pleasant manner.
• Work well under pressure.

PHYSICAL DEMANDS

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; handle or feel; and reach with hands and arms.
• The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must be able to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
• Regular i3 hours are 800 a.m. - 500 p.m. Monday-Friday, however, additional hours may be required on occasion. Regular and punctual attendance is required.

i3 is a technically diverse, 100% team member owned business, headquartered in Huntsville, Alabama specializing in missile and aviation systems engineering and logistic services, electronic warfare and electromagnetic effects analysis, UAS system integration and flight operations, full lifecycle C5ISR engineering services, cybersecurity and IT/IA innovative solutions and virtual training, simulation & serious game development and implementation. We have established a broad offering of products and capabilities collectively providing decades of experience supporting the full complement of DoD military services, Missile Defense Agency, National Aeronautics and Space Administration, and a variety of other Government organizations and private industry customers.

Perks of being a team member owner include

• Long-term financial security
• Higher job satisfaction
• Greater job security
• Personal and professional growth
• Great company culture

Other outstanding benefits

• Excellent insurance coverage
• 401(k) match
• Generous PTO
• Health and wellness incentives
• Tuition and certification reimbursement
• Countless opportunities to give back to the community through i3 Cares