Help Desk Technician

Help Desk Technician

Arlluk Technology Solutions (ATS), a Koniag Government Services company, is seeking an experienced Help Desk Technician to support ATS and our government customer in Silver Spring, Maryland. This is an onsite position.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Essential Functions, Responsibilities & Duties may include, but are not limited to:

• Tier I and Tier II Help Desk support during normal business hours 0700-1700 Monday – Friday, excluding holidays. Shifts are the standard 8 hours. Support is on a staggered arrival structure across team to ensure support is available from open to close.
• Support the Incident, Problem, and Request Management process leveraging the ITIL service framework and best-business practices.
• Utilization of the ServiceNow ticketing system.
• Provide End User Development (EUD) support and incident resolution remotely and through touch-labor services to ensure that the end user operation environment is functional.
• Installing and connecting desktops, laptops, and other peripherals to the network, wiping and rebuilding infected desktops, software installation, and assisting users with services and products.
• Repair desktops/laptops, printers, scanners, and other approved peripherals.
• Identify repair part(s) and provide a suggested source to the MID management team for their purchase.
• Image all new computers with the current approved NMRC operating system and ensure all applicable IAVA patches and endpoint security software are applied before issuance.
• Backup data before working on any equipment and make every effort to maintain the user's data without loss during repair of equipment.
• Provide network printer/Multifunction Device (MFD) support.
• Ensure all network printers/MFD are configured in accordance with appropriate DISA STIG prior to adding to the network.
• Perform software installation, including Operating System, MS Office Suite, anti-virus software, commercial-off-the-shelf (COTS) needed by users for their work, assisting with services and products.
• Troubleshoot O365, email, iPhone, and user accounts issues.
• Setup and support VTC events in various conference rooms.
• Document troubleshooting steps, processes, and solutions to the Knowledge Base ensuring information is available to all team members.
• Leverage the Knowledge Base to troubleshoot issues and implement solutions.
• Review recent efforts and issues to determine trends, determine if the knowledgebase needs to be updated with new information or procedures, and recommend solutions/process improvements to the MID management team.
• Work with the Cyber team to ensure all desktops are compliant with security requirements by patching/updating systems.
• Submit a monthly work status report.
• Other duties as assigned

Requirements

• Ability to be cleared at Secret level.
• High school diploma or GED required.
• Security+ CE required.
• Windows 10 or later operating system training certificate required before starting.
• 3+ years of experience working with and troubleshooting Windows desktops and MFDs.
• Experience with DOD environment, policies, and security requirements preferred.
• Ability to communicate effectively and professionally with end users while troubleshooting technical issues.
• Hours of Operation: core hours of operation: Monday – Friday, 0700 - 1700

Work Experience, Knowledge, Skills & Abilities:

• Candidates must be a US Citizen with the ability to obtain a successful background investigation.
• 5 years of experience in related field preferred.
• Strong analytical and problem-solving skills
• Able to function, adapt, and succeed in a constantly changing, fast-paced environment
• Positive attitude and motivation to deliver highest quality work
• Strong communication skills (both verbal and written)
• Self-organized and structured, with the ability to define your own tasks
• Well-versed with MS Office Suite (Word, Excel and PowerPoint)

Our Equal Employment Opportunity Policy:

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at View email address on click.appcast.io or by calling View phone number on click.appcast.io to request accommodations.