Service Desk 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. in Colorado Springs seeks a Service Desk Technician Tier 1 to support NETOPS in DSCA missions. You will diagnose and resolve hardware, software, and peripheral IT issues, install and configure devices, manage user accounts, and document incidents in tracking systems.

Travel up to 30% may be required for field support. The role requires an active US Government Secret clearance, DoD 8140 qualifications, and a Security+ certification.

Qualifications

• Active, in-scope US Government issued Secret clearance.
• US Citizenship is required.
• Must meet DoD 8140 requirements for the assigned work role.
• DoD 8140 certifications may include Security+; higher levels may be accepted.
• Minimum of 3 years experience in IT support.

Responsibilities

• Diagnose and resolve hardware, software, and peripheral IT issues for NETOPS.
• Install, configure, test, and maintain computers and user devices.
• Administer user accounts, passwords, and system permissions; log incidents.
• Install and configure deployable devices including satellite communications.
• Provide field support to remote users; manage RMAs and spare parts.

Skills

Secret clearance

Security+ certification

Education

High School Diploma

Job description

Job Overview

Service Desk Technician Tier 1

Colorado Springs, Colorado

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.

Salary

Salary Minimum: $73,500

Salary Maximum: $83,000

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.
• Due to the nature of the work and contract requirements, 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 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

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.