Senior Help Desk Technician

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.