Service Desk Technician Tier 1

Trace Systems Inc.; Colorado Springs (CO); On-site; USD 74,000 - 83,000; Full time

Benefits offered by this job

Health insurance

Flexible spending accounts

Wellness program

Life and disability insurance

Retirement savings plan

Paid time off

Job summary

Trace Systems Inc. is seeking a Service Desk Technician Tier 1 for a NETOPS Service Desk focused on Tactical Communications within a DSCA mission.

Responsibilities include diagnosing and resolving hardware, software, and peripheral IT issues; installing, configuring, testing, and maintaining computers and user devices; managing user accounts and access controls; logging incidents and solutions in the ticketing system; and configuring deployable devices, including satellite communications.

Qualifications

• Active DoD 8140 qualifications or equivalent training.
• Minimum of 3 years of experience in IT service roles.
• DoD 8140 roles: 411 – Technical Support Specialist, Basic level.

Responsibilities

• Diagnose and resolve hardware, software, and peripheral IT issues.
• Install, configure, test, and maintain computers and user devices.
• Administer user accounts, passwords, and access controls.
• Document incidents and log solutions in the support system.
• Provide field service and training for US Military and Government Civilians (travel 30%).

Skills

Security clearance

US citizenship

Customer support

Troubleshooting

Configuration management

VPN troubleshooting

Education

High School Diploma

Tools

VSAT

HARRIS Radio Systems

LiteComs

Hawkeye

AvL

Job description

Job Title: Service Desk Technician Tier 1

Job Responsibilities:

Trace Systems is seeking a Service Desk Technician Tier 1 for a Network Operations (NETOPS) Service Desk focused on Tactical Communications systems in a Defense Support of Civil Authorities (DSCA) mission. Duties will include diagnose and resolve customer-reported hardware, software, and peripheral IT system issues. Install, configure, test, and maintain computers, user devices, and local software packages. Administer user accounts, passwords, basic access controls, and system permissions. Document reported incidents, track troubleshooting steps, and log problem solutions into support tracking systems. Install, setup, and configure deployable devices to include satellite communications.

Duties include:

• Manage a team of technicians to provide NETOPS support, while directing troubleshooting of all network outages and provide risk and crisis management to mitigate effects to ongoing daily operations. Act as a secondary, or potentially primary, CRO for the COMSEC items held onsite
• Provide Service Desk support to remote users in the field, including management of trouble tickets, Return Merchandise Authorizations (RMAs), manage spare parts in both central and decentralized locations, and provide reporting
• Troubleshooting issue relating to Configuration Management and potentially VPN tunnels working with multiple enclaves
• Configuration, troubleshoot & repair for vehicle-based and transit-case systems (hardware)
• Field service and training to U.S. Military and Government Civilians within the United States borders (travel: 30%)
• Able to interact with DISA or Commercial Teleport sites including voice, video, and data services and transmission systems)
• Able to install, configure, troubleshoot, and provide maintenance to VSAT terminals.

The Colorado Equal Pay for Equal Work Act requires employers in the state of Colorado to disclose the following information. If the position applied to is not located in Colorado, the following information may not apply.

Salary Minimum: $73,500

Salary Maximum: $83,000

The base salary range above represents the low and high end of the Trace salary range for this position. Actual salaries may vary above or below the range based on various factors including but not limited to location, experience, and performance. In addition, Trace provides a variety of benefits to employees, including health insurance coverage, flexible spending accounts, an employee wellness program, life and disability insurance, a retirement savings plan, company holidays and paid time off (PTO).

Minimum Qualifications:

• Active, in-scope US Government issued Secret clearance.
• US Citizenship is required.
• Candidates must meet the applicable DoD 8140 qualification requirements for the assigned work role. DoD 8140 Work Role(s): 411 –Technical Support Specialist, Proficiency Level: Basic; and may qualify through education, military training, certifications, or a combination thereof.
• Qualifying 8140 certifications may include A+, Network+ or other DoD 8140-approved certifications. Higher proficiency-level or equivalent DoD 8140-approved certifications applicable to the assigned work role may also be accepted.
• Required Certifications: Security +.
• Minimum of 3 years of experience.

Desired Qualifications:

• Knowledge of installing, operating, and performing diagnostic testing and repair of fixed and deployable tactical voice and data communication systems experience providing network and IT services such as Network Management (NM), Information Assurance (IA), and LAN/WAN engineering.
• Knowledge of HARRIS Radio Systems one or more i.e. PRC-1523/117G/152/158/160
• Knowledge of VSAT systems such as LiteComs, Hawkeye's 3 or 4, and AvL.

Education:

• High School Diploma

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.