Help Desk Technician

Job Description

Job Description

C-edge is looking for multiple Desktop Support Technicians at all experience levels to join our organization and support USTRANSCOM. 

Duties & Responsibilities:

• Assist users with PC desktop and laptop problems, settings, software and driver installations and removals, and other desktop/deskside support tasks
• Configure, maintain, and troubleshoot desktop platforms and peripherals
• Perform desktop/workstation upgrades, new installations, moves, changes, and deinstallations
• Test and maintain desktop standard images and baselines in accordance with DoD STIGs
• Install, configure, and replace desktop peripherals including printers and CAC readers
• Validate desktop configurations and proper end-point product installation and operation, including HBSS and/or McAfee
• Apply antivirus and anti-malware updates
• Develop and maintain desktop-related technical documentation including guides, FAQs, SOPs, and reports
• Update desktop change records in Remedy or other ITSM tool
• Coordinate user support with Help Desk and System Administration staff
• All other duties as assigned

Competencies:

• Excellent communication skills with a proven ability to produce information in a clear and concise manner, both verbally and in writing while maintaining professionalism and maturity.
• Demonstrated technical expertise with exceptional mathematical, analytical and critical thinking skills and an effective and innovative ability to solve problems.
• Outstanding organizational and attention to detail skills with a demonstrated ability to work in an environment with multiple interruptions while effectively and efficiently prioritizing tasks and responding quickly to situations as they arise.
• Energetic, self-starter with a proven ability to thrive independently with minimal to no supervision as well as on a team in a mentoring and learning environment
• Exceptional customer service and interpersonal skills with a proven ability to establish and maintain effective working relationships with employees at all levels of the organization as part of a diverse and inclusive workforce.
• Sensitivity to, and appreciation of cultural, political and geographical differences

Qualifications:

Minimum Qualifications :

• Minimum of 2 years of experience (or 3 years of experience for Intermediate Level Positions; or 5+ years of experience for Senior Level positions) with each of the following technology skills: 
  • Windows Operating Systems (Windows 7 and higher)
  • Apple OSX desired in addition to Windows
  • Experience supporting common desktop software including Microsoft Office and Outlook, Adobe Acrobat and Creative Suite, Mozilla Firefox and Thunderbird, Chrome and Edge browsers, communication/collaboration/messaging tools, and multimedia players
  • Experience configuring and troubleshooting common antivirus/anti-malware and end-point client tools
  • Experience troubleshooting and resolving VPN and desktop connection issues
  • Experience using remote desktop troubleshooting and administration tools
  • Experience with DoD security tools and procedures (STIG, ACAS, eMASS)
  • Remedy ticketing system
• Active Secret Clearance is required
  • An Interim Secret Clearance at employment start date may substitute for Active Secret Clearance 
• A current DoD 8570 IAT-II Certification (e.g. Security+ CE, CCNA Security, etc.) is required. 

Preferred Qualifications :

• An Associate's Degree in a computer-science related field is preferred (a Bachelor's Degree in a computer-science related field is preferred for Senior Level positions)

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

While performing the duties of this job, the incumbent is regularly required to:

• Use their hands to handle, feel and touch
• Reach with hands and arms
• Talk and hear
• Stand, walk, sit, climb or balance
• Stoop, kneel, crouch or crawl
• Lift up to a minimum of 25 pounds

The vision requirements for this position include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.