Help Desk Technician 1 (Iridium)

Trace Systems Inc.; Tampa (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

Trace Systems Inc. in Tampa, FL, is seeking a Help Desk Technician 1 (Iridium) to provide entry-level support for remotely deployed telecom systems and devices, handling data, voice, and computing equipment. You will serve as the first point of contact, log and resolve incidents, and escalate complex issues while maintaining uptime and documenting procedures.

This role requires eligibility for a U.S. government Secret clearance and a High School Diploma.

Qualifications

• Must be able to obtain and maintain a U.S. Government-issued Secret security clearance.
• U.S. Citizenship is required.
• ITIL Foundations (v4) certification within 120 days of hire.
• Experience with Service Cloud and Network Management.
• Strong troubleshooting for Windows OS, applications, and hardware.
• Knowledge of SharePoint and large databases for inventory/tracking.

Responsibilities

• Provide Tier-I support to end users as the entry point for service requests.
• Support remotely deployed telecommunications systems, services, and computing equipment.
• Escalate complex issues to higher tiers for resolution.
• Monitor trends and suggest improvements to support/training processes.
• Maintain documentation, traffic analysis, and system uptime monitoring.
• Provide network boundary protection monitoring/reporting via firewall, proxy, and IDS.

Skills

Microsoft OS troubleshooting

Network monitoring concepts

Tier-I end-user support

Security clearance eligibility

Bring-your-own-device support

Education

High School Diploma

ITIL Foundations (v4)

DoD 8570 IAT Level II

Tools

SharePoint

VMWare

Security+

Job description

Job Overview

Job Title: Help Desk Technician 1 (Iridium)

Job Location: Tampa, FL

Job Responsibilities

• Provide support to remotely deployed telecommunications systems, services, and computing equipment. This support includes data, transmission (e.g., satellite, wireless, cable, or fiber), voice, video, and any interoperability/connectivity support requirements for installed computers, voice handsets, and associated peripherals and software. Limited support for “bring your own device” (BYOD) is included.
• Provide Tier-I support to end users as the entry point for customers by receiving, recording, resolving and/or escalating requests for service or incidents.
• May interact with network services, systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Escalate more complex problems to next higher tier support level for resolution.
• Monitor trends in problems and questions and seek opportunities to improve support and training processes.
• Responsible for support of multiple information and computing systems to include all documentation, traffic analysis, and system uptime monitoring.
• Provide boundary protection monitoring and reporting for networks through firewall, proxy, and intrusion detection capabilities.
• Produce and deliver network metrics information and reports, as scheduled or directed, for company program management and supported customers.

Minimum Qualifications

• Must possess, or be able to obtain and maintain, a U.S. Government-issued Secret security clearance.
• Due to the nature of the work and contract requirements, US Citizenship is required.
• An ITIL Foundations (v4) certification is required within 120 days of the hire date.
• Must have previous exprience in the following areas: Service Cloud, Network Management.
• Strong working knowledge of Microsoft operating systems, products, applications, and hardware/software troubleshooting techniques.
• Ability to operate and maintain large databases supporting equipment inventory, allocation/billing, tracking, and equipment parts database.
• Experience with Microsoft SharePoint.
• This position supports continuous (24/7/365) network operations, must be able to perform shift work, including weekends and holidays.

Desired Qualification

• ITIL(V) Foundations
• Help Desk certification: help desk 2000 or HDI certified help desk professionals
• DoD 8570 IAT Level II certification (e.g., Security+)
• IT or network technical certifications (e.g., Network+)
• VMWare experience or certification
• Microsoft certifications in Technology or Solutions track
• Satellite Communications Network Operations or Coordination training or experience
• Experience in Windows Server administration
• Experience in Microsoft SharePoint Development
• Experience in Network Operations Center (NOC) operations and environments.
• Military Signal, Communications, IT, or Cyber Background

Education

• High School Diploma required.

Trace Systems

Trace Systems Inc. was founded to support and defend our nation's security interests at home and abroad-- whenever and wherever. We provide enterprise IT, engineering, full life-cycle communications, cybersecurity, cloud and virtualization services and solutions to the United States Department of Defense and other federal agencies.

Trace Systems is an equal opportunity employer. Qualified candidates will be considered without regard to legally protected characteristics.