Help Desk Technician Tier II (Army North)

Job Description

Job Description

Project Overview:

US Army North (USARNORTH) conducts Multi Domain Operations (MDO) in support of NORTHCOM to detect, deter, and defeat threats to the homeland and conducts Defense Support for Civil Authorities (DSCA) and Theater Security Cooperation (TSC) initiatives to defend the US and its interests. The U.S. Army North headquarters is located at Joint Base Fort Sam Houston, TX; the Command also supports 10 Defense Coordinating Officers (DCOs) located within each Federal Emergency Management Agency (FEMA) region throughout the Continental United States (CONUS). There are approximately 900 Military and Civilian personnel assigned to the organization operating approximately 300 SIPRNET computers, 1,200 NIPRNET computers, 150 printers, 1,000 digital devices (phones, tablets, mobile hotspots), 15 CODECs, various other endpoints. Work will be performed in the ARNORTH G-6 Information Technology Division at three (3) locations on Joint Base San Antonio, Fort Sam Houston, Texas.

Primary Responsibilities:

• Provide on-site desktop, software, and peripheral support; priority support for command staff, Joint Interagency Operations Center (JIAOC), and directors; report significant outages and/or customer issues to appropriate management personnel.
• Resolve desktop problems via remote control; assist with IAVA remediation.
• Install, configure, troubleshoot, relocate, and repair desktops, mobile devices (smart phone, mobile hotspots, tablets), and printers.
• Support deployment or life cycle replacement of new computer systems, printers, and other peripheral devices.
• Identify network problems impacting users and work with appropriate Tier II or III administrators to quickly restore optimum service.
• Provide Citrix web-client installation and advanced troubleshooting techniques.
• Provide Commercial Solutions for Classified (CSfC) installation and advanced troubleshooting techniques.
• Provide Virtual Desktop Interface (VDI) installation and advanced troubleshooting techniques.
• Provide limited Apple computer support for selected users. The Command has fewer than 10 Apple computers.
• Provide support and troubleshooting techniques for Citrix, SIPR REL DMZ, and NETCOM/ARCYBER/DISA directed enterprise services, to include voice over IP (VoIP).
• Aid the government in the in-processing / on-boarding of new personnel, to include NIPRNET account creation. Contractor shall also provide NIPRNET account out-processing services.
• Provide remote support, via telephone and other means, for Army North users stationed at one of the 10 Defense Coordinating Officer (DCO) locations across the CONUS.
• Contribute to T&T proposal activities and all other duties as assigned by T&T managers.

Required Skills & Qualifications:

• 3+ years experience supporting IT Help Desk
• Experience using ServiceNow ticketing system
• Experience with remote and on-site troubleshooting
• In-depth knowledge of the most recent version of Microsoft Operating System, Microsoft Office applications (to include Office 365), and other common desktop applications such as Adobe Acrobat, Active Client, etc.; ability to quickly learn unique GOTS applications.
• Project a positive image and professional manner always; ability to work within the confines of a set time schedule.
• Knowledgeable communicating desktop support concepts to technical and non-technical personnel; ability to develop technical documents and produce system design documentation.

Certifications (Required):

• This is an IAT (Level II) position as defined in DoD 8570.0 I-M which requires the appropriate certifications/accreditation (GSEC, Security+, SCNP, SSCP or better).
• Computer Environment Certificate in latest version of Windows is required.

Benefits: Competitive benefits package including: health, dental, vision, life insurance coverage, 401(k) Plan, Training Programs, Accrued Paid Time Off (PTO) and Paid Holidays.

Equal Opportunity Employer/Veterans/Disabled