Senior Help Desk Technician

Socket.dev; Norfolk (VA); On-site; USD 70,000 - 95,000; Full time

Job summary

Socket.dev in Norfolk, VA, seeks an Information Technology Help Desk Lead to supervise a small team and provide advanced user support in a DoD environment.

The role requires a current Secret clearance, Windows 10 expertise, and Security+ and related certifications. Occasional CONUS/OCONUS travel is expected for operational coverage and incident response. On-site work at Norfolk facility is required.

Qualifications

• Help Desk experience: 3+ years in a Windows 10 environment.
• Secret clearance is required.
• Current Security+ and Cloud+, GICSP, SCCP, GSEC, CASP+, CCNP Security certifications.
• Bachelor’s degree or equivalent experience.

Responsibilities

• Supervise a 5–7 person Help Desk cadre and manage ticket queues.
• Provide hardware/software maintenance, backups, and reporting for DoD environments.
• Support on-call and after-hours incident response and service continuity.
• Manage all user access accounts and role-based privileges.
• Oversee inventory management and deployment kit documentation.

Skills

Help Desk

Remote support

Interpersonal skills

Security clearance

Education

Bachelor's Degree in related field

Tools

Windows 10

Job description

Job Description

Information Technology Help Desk Lead and expert to support USTRANCOM’s Joint Enabling Capabilities Command (JECC) based at Norfolk, VA. The JECC is an operationally-oriented JECC organization and requires a dynamic, energetic, and technically accomplished Help Desk practitioner.

• Description: Full range computer and systems support response to user requests for computer technical support, multi-function devices, account permissions management and troubleshooting, computer and peripheral installations.

  • Provides general supervision to 5-7 person Help Desk cadre; formulates and defines General System maintenance scope and objectives and manages Help Desk priorities and ticketing queues. Provides the following services: maintaining, administrating, backup, restore, reporting, and general maintenance of specific Hardware Operating System (primarily oriented on Windows OS) or a range of Software Applications generally resident in DoD environments.

  • Computer Technician will support on-call and after duty hours (including supporting operationally critical support through holidays and staff absences, after-hours, on-call, and incident response support services).

  • Responsible for managing all access accounts and role level privileges associated. Supports a range of end user hardware, software, and application requirements via remote and desk-side engagement.

  • Provide inventory management and control officer support to include managing new and ongoing inventory, documenting inventory changes, implementing unit hand receipting processes, support deployment kit management, and executing related documentation.

• Must possess strong interpersonal, oral, and written skills and must be able to communicate effectively with military, civilian, and contractor personnel at all levels. A strong work ethic and team-oriented approach to the work environment is essential. Must be operationally resilient and capable of successfully performing in a fast-paced, rapidly evolving environment.

• OCONUS and CONUS travel (duration: 3-10 days) occurs roughly once or twice yearly.

Skills and Experience

Required

Help Desk: At least three (3) years’ experience providing Help Desk support. Experience in a wide range of support actions including remote and desk-side support in Microsoft Windows 10-based environment.

Security Clearance: Current Secret Required.

Current Security + Certification with Cloud+, GICSP, SCCP, GSEC, CASP+, CCNP Security

Bachelor’s Degree in related area which may be offset by additional experience.

Desired/Preferred

Military Staff Experience: At least two (2) years’ experience as a member of a senior military staff; joint experience.

Military Credentialing Experience: At least two (2) years’ experience supporting NIPR and SIPR personnel account credentialing.

Security Clearance: TS/SCI eligible candidates preferred.