Helpdesk Administrator

Job Description

Job Description

We are seeking qualified, talented personnel to join their new team in a dynamic, client-focused environment.

Position : Helpdesk Administrator
Location: Kirtland AFB, NM (on-site)

  Position Type : Full time
Clearance : Active Top Secret with SCI eligibility

Key Responsibilities

 
Participate in the management of Automated Information Systems (AIS) and network enterprise systems, support, network operations comprised of a variety of operating systems and third-party applications, web-based platforms, and the information system tools derived from them. Maintain currency as these systems evolve. Activities include the following:

• Troubleshoot and implement approved corrective actions for secure and non-secure Automated Data Processing Equipment (ADPE) hardware, such as video teleconference systems and client/server computer systems.
• Provide basic troubleshooting for network switch, router and firewall.
• Provide installation services for network and telephone communications lines running over copper fiber and terminate copper with RJ-45/RJ-11 and fiber with UNICAM connectors as provided by the Government.
• Advise, troubleshoot, and implement approved corrective actions for secure and non-secure ADPE software, such as Microsoft Server/Client environments, Microsoft database systems, printing, backup, file services, SharePoint, etc.
• Install, maintain, and operate classified and unclassified electronic messaging services.
• Participate in the inventory process for all ADPE-related items (includes hardware, software, media, licenses, etc.) using Government provided systems.
• Assist the Government in the preparation of appropriate inventories and property documentation to update ADPE equipment inventories maintained by DAF RCO-FSU as regularly scheduled by the Government.
• Clients to be supported: Windows 10, 11, and any future clients as they evolve.
• Servers to be supported: Windows 2012, 2012 R2, 2016, 2019, VMware 6, and any future servers as they evolve.

 
Video Teleconferencing Services: 
 

• Operate the video-teleconferencing (VTC) and audio-visual equipment, perform operation, basic maintenance, and troubleshooting procedures for the Conference Center (VTC) system, ensure all operational aspects of the VTC are functional to include network connectivity requirements, VTC Connection and routing procedures, install equipment, and maintain the technical capabilities for the integrated presentation system. 
• Knowledgeable of software packages for the integrated presentation systems, maintain a detailed inventory to ensure all equipment signed out, set up technically workable and effective audio-visual communications solutions, provide support during formal ceremonies, presentations and events, perform inventory and provide input to acquire supplies, maintain the base locators, local and Defense Switched Network (DSN) databases, review and set up integrated audio-visual presentations requiring AMX control systems, computer RGB/composite/S-Video inputs, hardwired and wireless sound systems as well as mobile operations, and coordinate with VTC facilitators at other sites to ensure compatibility with local VTC configurations.

 
IT Customer Service Desk Operations:
 

• Perform Customer Service Desk duties such as coordinating work order documents with customers, and elevating work order documents to IT Government lead, as necessary. 
• Close-out of work order documents when completed. 
• Monitor ADPE bench stock and submit paperwork using the electronic Vendor Quote (VQ) to replenish stock. 
• Perform early maintenance one day per week starting at approximately 0600.

 
Qualifications:

• Minimum of High School Degree 
• Current SEC+CE, Microsoft Certification
• 2+ years working in a TS processing environment 
• Knowledge of ADPE asset management processes
• Knowledge of service desk operations, meeting resolution performance metrics and responding to customer issues with professional approach. 
• Knowledge of Defense Switched Network (DSN) and AMX equipment and understanding of maintenance and operations for VTC.