Help Desk Technician

Arena Technical Resources, LLC (ATR); Tampa (FL); On-site; USD 50,000 - 70,000; Full time

Job summary

Arena Technical Resources, LLC (ATR) seeks a Help Desk Technician in Tampa, FL, to support US Military and civilian personnel. This role requires a minimum of 3 years of IT experience and an active Secret clearance. Responsibilities include providing front-line support, troubleshooting hardware and software issues, and assisting users. Candidates should possess a BA/BS degree and be eligible for DoD 8570 IAT level II access. The position may require shift work including nights and weekends, and offers an engaging environment with diverse responsibilities.

Qualifications

• 3 years of experience in an IT role.
• Must possess and maintain a Secret Clearance.
• Experience with common IT infrastructure services.

Responsibilities

• Provides first contact and incident resolution to customers.
• Remotely configures and upgrades computer software.
• Maintains the integrity and security of systems.

Skills

Customer service skills

Team-working skills

Troubleshooting connectivity issues

Good customer-relationship skills

Education

BA/BS degree

Security Plus CE certification

Tools

ServiceNow

SCCM

VMWare

Windows Server 2008

Windows PowerShell

Job description

Job Title: Help Desk Technician

Location: Tampa, FL

Eligibility: Candidate must possess an active Secret clearance

US Battlefield Information Collection and Exploitation Systems eXtended (US BICES‑X) is a cutting‑edge program supporting DoD intelligence information sharing on current and emerging global threats to mission and coalition partners and emerging nations. With an internationally dispersed team supporting each combatant command, the US BICES‑X team is in direct support of the war fighter and their missions.

Responsibilities

• Provides polite, professional, and responsive customer service.
• Provides daily face‑to‑face support to US Military and Civilian personnel as well as NATO’s Military, NATO Partner Nations, International Students and Host Nation Civilians.
• Provides first contact and incident resolution to customers with hardware, software, and application problems; attempts to resolve as many incidents as possible during the first contact, or at Tier I; efficiently escalates detailed incidents to higher Tier II or Tier III as required.
• Provides end‑user software troubleshooting and support remotely.
• Provides follow‑up actions with customers to ensure resolution of incidents or requests.
• Remotely configures and upgrades computer software.
• Provides guidance and work leadership to less experienced technicians and may have limited supervisory responsibilities.
• Has comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
• Analyzes customer needs to determine functional and cross‑functional requirements.
• Manages the functionality and efficiency of a group of computers running on one or more operating systems.
• Maintains the integrity and security of systems.
• Supports users with completing requests for deployment of new services.
• Maintains system documentation.
• May provide desk‑side support to users.
• Develops and monitors policies and standards for allocation related to the use of computing resources.
• Provides advice and training to end‑users.
• Maintains current knowledge of relevant technologies as assigned.
• Participates in special projects as required.
• Adheres to the principles, methods, and techniques used in network administration and support.
• Maintains/enhances knowledge of related hardware and software.

Shift Work

Shift work required; could include nights, day, or afternoon shifts in addition to weekends and holidays.

Required Qualifications

• 3 years of experience.
• BA/BS degree – may substitute additional years of experience.
• Must possess and maintain a Secret Clearance.
• Must meet DoD 8570 requirements and be eligible for IAT level II access upon hire for positions with elevated privileges.
• Requirements include possessing and maintaining active Security Plus CE certification and computing environment training certificate; computing environment training must be completed within 2 weeks of being hired.
• Must have good team‑working skills; this position entails coordinating with many different work centers.
• Must have good and professional customer‑relationship skills.
• 2 + years of experience with common IT infrastructure services to include DNS, DHCP, and troubleshooting connectivity issues.

Preferred Qualifications

• Experience supporting multinational customers.
• Experience operating in deployed environments.
• Experience with user, administrative, and service account creation and management.
• Experience with direct customer support for both internal and external customers.
• Experience with Server STIGs, patching, Tenable, ACAS, SCCM, and IAVA vulnerabilities.
• Experience with Group Policy, and Windows PowerShell.
• Experience with multiple OS’s and scripting languages.
• Experience with Microsoft Server 2008, 2012, and 2016 administration, troubleshooting, and support.
• Experience with implementing and maintaining systems documentation.
• Experience with developing training for both internal and external customers.
• Experience with managing, monitoring, and responding to key server infrastructure alerts.
• Experience with ServiceNow, SCCM, Exchange, and IDPA technologies.
• Experience with VMWare, Horizon View, and other virtualization technologies.
• Experience working with military customers.
• ITIL Foundations v4 certification preferred.
• Additional specific certifications may be required, depending on job assignment.

The work is typically performed at client site locations, which requires proper safety precautions; work may require some physical effort in the handling of light materials, boxes, or equipment.

The above‑listed job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.