Help Desk Technician (OCONUS)

Help Desk Technician (OCONUS)

Seneca Federal Health, LLC (SFH) provides solutions to federal health agencies that enable better health outcomes to those our federal customers serve. SFH is part of the Seneca Nation Group (SNG) portfolio of companies. SNG is Seneca Holdings' federal government contracting business that meets mission-critical needs of federal civilian, defense, and intelligence community customers.

Our team of talented individuals is what makes us successful. To support our team, we provide a balanced mix of benefits and programs. Your total rewards package includes competitive pay, benefits, and perks, flexible work-life balance, professional development opportunities, and performance and recognition programs. We offer a comprehensive benefits package that includes medical, dental, vision, life, and disability, voluntary benefit programs (critical illness, hospital, and accident), health savings and flexible spending accounts, and retirement 401K plan. One of our fundamental principles is to offer competitive health and welfare benefits to our team members, providing coverage and care for you and your family. Full-time employees working at least 30 hours a week on a regular basis are eligible to participate in our benefits and paid leave programs. We pride ourselves on our collaborative work environment and culture, which embraces our mission of providing financial and non-financial benefits back to the members of the Seneca Nation.

Seneca Federal Health is seeking a Help Desk Technician to support our work at Joint Base Elmendorf-Richardson in Alaska.

Responsibilities include, but are not limited to:

• Provide corrective action and diagnose problems through phone, electronic communication and in-person support. Provides technical support to end users on a variety computer, software, printer, web, and mobile device related issues. Identify, research, and resolves technical problems. Respond to telephone calls, email and personnel requests for technical support. Document, track, and monitor problems to ensure a timely resolution though the DHA approved ticketing system. Provide 1-2 tier support to end users for either Personal Computer (PC), server, or applications and hardware. Interact with network services, software systems engineering and/or applications development to restore service and/or identify and correct core problems. Simulate or recreates user problems to resolve operating difficulties.
• Recommend systems modifications to reduce current and future user problems. Interact with the Trouble Ticketing system to documents issues and resolutions. Provide support for Video Teleconferencing program. Maintain/troubleshoot Network Connectivity issues. Support DHA Global Service Center with installing, maintaining and securing clinical workstations with the USAF Standard Desktop Configuration (SDC) and DHA Standard Desktop Image. Install and configure PC-based medical application client software. Perform basic PC hardware troubleshooting. Support Refresh of PC Hardware by deploying new computer equipment to MTF staff. Work with centralized Contractor Tier III reach back staff for problems above local ability. Provide support in installation of clinical end user devices, servers, network devices, and peripheral devices. Perform physical installation and initial configuration of MTF routers and switches as well as IT Shared Services Hosting Environment equipment.
• Assist regional Tier III teams with installing medical applications and servers. Assist regional Tier III teams with troubleshooting and resolving problems with MTF Infrastructure, IT Shared Services, and medical applications/servers. Provide support in maintenance of business continuity and disaster recovery program. Provide support in LAN/WAN/PC/Server-related security program. Support MTF with Video Teleconferencing program. Manage functional application of an automated call distribution system.
• Maintain library of current scripts, software media, and licenses. Provide support in installation of clinical end user devices, servers, network devices, and peripheral devices. Provide support in network upgrade and expansion as needed.
• Assist Tier III teams in applying software updates, security patches and DISA STIGs
  • Assist Tier III teams with mitigating vulnerabilities
  • Provide on-call support for MTF.
  • Interface with base communications squadron personnel as needed. Perform the following Information System Security functions for the MTF network, IT Shared Services, and MTF-hosted medical applications/servers:

Required Qualifications/Skills:

• High School Diploma
• Security+ Certification
• Minimum one year of experience as a Help Desk Specialist
• Tier 3 Background Investigaiton / IAT Level 1 ADP/IT III

Equal Opportunity Statement: Seneca Holdings provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex/gender, sexual orientation, national origin, age, disability, marital status, genetic information and/or predisposing genetic characteristics, victim of domestic violence status, veteran status, or other protected class status. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation and training. The Company also prohibits retaliation against any employee who exercises his or her rights under applicable anti-discrimination laws. Notwithstanding the foregoing, the Company does give hiring preference to Seneca or Native individuals. Veterans with expertise in these areas are highly encouraged to apply.