Help Desk Technician

ATR, LLC; Tampa (FL); On-site; USD 52,000 - 70,000; Full time

Job summary

ATR, LLC in Tampa, FL, seeks a Help Desk Technician to support the US BICES-X program. The role covers Tier 0–1 and escalating issues in a fast-paced, high-visibility environment.

You will assist US Military, NATO partners, and civilians with end-user IT support, incident handling, and documentation. Shift work may include nights and weekends.

Qualifications

• Active Secret clearance is required and DoD 8570 IAT level II eligibility.
• 3 years of IT experience with help desk or support roles.
• Proven customer service and incident resolution skills.

Responsibilities

• Provide Tier 0–1 and escalation support for hardware, software, and applications.
• Deliver polite, professional customer service to users.
• Provide face-to-face support for US Military, NATO partners, civilians, and international users.
• Document issues and resolutions; maintain system documentation.
• Coordinate with Tier II/III and other work centers as needed.
• Assist with deployment and configuration of new services.

Skills

Customer service

Troubleshooting

Team collaboration

Active Secret clearance

Education

BA/BS degree

Or equivalent experience

Tools

DNS

DHCP

Group Policy

PowerShell

Job description

Help Desk Technician

Location: Tampa, FL

Eligibility: Candidate must possess an active Secret clearance

Job Description:

Check out this great opportunity to join one of the fastest growing and long-standing programs! 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. We are seeking a creative and driven professional with a passion for solving real world issues on a cross-functional, fast paced team. We are seeking a Help Desk Technician that can work independently – please read below!

This position is high visibility and responsible for providing Tier 0, 1, and eventually higher tiered systems support, incidence response, and escalation supporting the US BICES-X Coalition Support Service Desk. In addition, position requires attention to detail and ability to adapt to changing environment.

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.
• 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.
• As required, 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.
• Requires professional certification in one or more specific technologies, depending on job assignment.
• This position requires shift work, which could include nights, day, or afternoon shifts in addition to weekends and holidays.

Required Qualifications:

• 3 years of experience required.
• 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 since 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 preferred.
• Experience operating in deployed environments preferred.
• 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' and Scripting Languages.
• Experience with the principles, methods, and techniques used in 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.