Help Desk Technician I (MCU)

American Systems; Virginia, Northern (MN, KY); Hybrid; USD 45,000 - 60,000; Full time

Job summary

AMERICAN SYSTEMS is hiring a Help Desk Technician I to provide in-person, phone, and remote IT support. You will log requests, manage tickets, and help users with AD accounts, OS issues, and software configurations.

You will troubleshoot cloud services (G Suite/Office 365), patch and secure end-user devices, and coordinate with the SCCM team for image changes. Strong communication and prioritization are essential for success in a collaborative, mission-focused environment.

Qualifications

• U.S. Citizen required per 8 U.S.C. 1324b(a)(2)(C).
• Active DoD Interim Secret or Secret Clearance required.
• 1 year of help desk or desk-side support experience.
• DOD 8570 IAT Level II certification required at hire (e.g., Security+ CE).
• Experience with Microsoft Office Outlook, Excel, and Word.
• Experience with ticketing systems Remedy, ServiceNow, ConnectWise, Jira.
• Experience with Active Directory and Windows OS.
• Excellent interpersonal and communication skills (written and oral).
• Strong team player; goal oriented and able to manage multiple priorities.
• Weekend or after-hours support may be required.

Responsibilities

• Log all help desk requests, generate tickets, record resolutions and times.
• Create/modify/maintain/ troubleshoot user accounts and AD systems.
• Troubleshoot end user devices and OS/app problems via phone, remote, or on-site.
• Maintain and update end user device OS and application software.
• Apply configuration changes, patches, updates, and virus defs.
• Troubleshoot issues with cloud services like Google Workspace or Office 365.
• Resolve mail and software baseline application issues.
• Coordinate system image configuration changes with the SCCM Image Team.
• Install and maintain approved client apps and software baselines.
• Perform minor hardware repair/replacements on government systems.
• Document technical processes and changes.
• Use Enterprise Service Desk to manage tickets and requests.
• Assist in preparing technical documentation and change requests.
• May assist with MCU content management duties.

Skills

Interpersonal communication

Teamwork

Prioritization

Problem solving

Attention to detail

Customer service

Tools

Remedy

ServiceNow

ConnectWise

Jira

Active Directory

Windows OS

Job description

Overview

Now Hiring at AMERICAN SYSTEMS

Epsilon, Inc. has joined AMERICAN SYSTEMS! As one organization, we offer expanded resources, streamlined operations, and increased opportunities for growth and development.

Join us to be part of a dynamic, collaborative environment dedicated to innovation and customer success.

Responsibilities

An Average Day:As Help Desk Technician I, you will create and troubleshoot tickets and provide in-person, over-the-phone, and remote technical support. This role offers a diverse mixture of resolving technical issues and customer interactions. Additionally in this position you will:

• Log all help desk requests, generate trouble tickets, record resolution actions and time, and provide status to the Government.
• Create, modify, maintain, delete, and troubleshoot Active Directory client accounts and systems.
• Troubleshoot and resolve user/client standard end user devices application and configuration problems via telephone assistance call, remote control, and at user locations, including but not limited to operating systems.
• Maintain and support end user device operating systems and application software.
• Apply configuration changes, service packs, patches, updates, and security fixes and virus definition to end user devices.
• Troubleshoot and resolve user issues with cloud-based services such as Google Workspace or Microsoft Office365.
• Perform troubleshooting to resolve software baseline applications and E-Mail problems.
• Coordinate standard system image configuration changes with the SCCM Image Team.
• Install, configure, and maintain authorized client applications and software baselines on end user devices.
• Perform minor hardware repair and replacements on government authorized computer systems.
• Create/update documentation for technical processes.
• Assist with installing/testing of system software or hardware configurations and coordinate the documentation of all hardware and software changes.
• Use the Enterprise Service Desk system to create, modify, update, and resolve customer support requests.
• Assist in the preparation of technical documentation and configuration of change requests.
• May assist with MCU content management responsibilities as needed.

Qualifications

• As a requirement of this position, all candidates must be a U.S. Citizen. In accordance with 8 U.S.C. 1324b(a)(2)(C) , we will not consider candidates for this position who do not meet the aforementioned conditions.
• Must hold active DOD Interim Secret or Secret Clearance
• Must have 1 year of demonstrated help desk, desk side or similartechnical support experience.
• DOD 8570 IAT Level II certification compliance is required at hire (Such as CompTIA Security+ CE, with enrollment in the Continuing Education (CE) program).
• Experience with Microsoft Office Outlook, Excel, and Word
• Experience with ticketing systems like Remedy, ServiceNow, Connectwise, Jira, Etc.
• Experience with Active Directory, Windows devices and Windows Operating Systems (OS)
• Excellent interpersonal and communication skills (written and oral).
• Strong team player; self-assured, confident, and goal oriented.
• Ability to organize and manage multiple priorities and delegate effectively.
• Ability to solve problems and translate policies into daily routine operations.
• Keen attention to detail.
• Weekend or after-hours support may be required on occasion.

EEO Statement

EEO Race/Sex/Disability Status/Veteran Status