Help Desk Support Technician

Location

Alexandria, VA | United States

Job description

Who We Are

NetCentrics proudly holds a distinguished position as a leader in cybersecurity, cloud, digital transformation, and mission support. With an esteemed clientele that includes the DoD, DHS, Federal Civilian Agencies, and the Intelligence Community, our impact on national security is undeniable. We are a diverse group of intellectually curious people, solving hard problems, and living by our core values while bonded by the shared vision to secure our nation - join us! 

The Opportunity:

As the Helpdesk Support Technician , you will act as a model of customer service excellence to all organizational staff members in the Office of Military Commissions (OMC) as part of DISA's Joint Service Provider (JSP) Service Delivery contract. You will participate in a team of highly qualified professionals and interact daily with the customer to ensure productivity and resolve IT issues that the end-users may have with existing desktops, laptops, software installation issues, and other critical needs. Further, you will participate in the planning and implementing key OMC IT initiatives anticipated during this effort.

Key Responsibilities:

• Provide IT Help Desk support using the Information Technology Infrastructure Library (ITIL) Information Technology Service Management (ITSM) model during OMC business hours.
• Provide IT support services and call triage, including First Call Resolution, Impact, and Priority Based Incident Categorization.
• Provide timely customer feedback, monitor/update assigned ticket status, and ensure warm hand-off and/or escalation.
• Maintain a professional appearance and demeanor during duty hours, official travel, and when working with the user community.
• Provide O&M support for OMC desktop, laptop, and tablet information systems.
• Image information systems using the government-provided operating system image
• Provide onboarding and provisioning of new accounts and deprecation for users departing the organization.
• Submit tickets for all reported incidents, work orders, and service requests.
• As required, provide surge support to NSGB for OMC Users participating in court hearings, trial activities, and other events.
• Provide VTC support for scheduling, call setup, testing, and troubleshooting measures.
• Facilitate mapping and troubleshooting user access to shared network resources.
• Support computer peripheral device requests, installation, and troubleshooting IAW established policies and procedures.
• Support software requests, installation, and troubleshooting IAW established policies and procedures.
• Support mobile device requests, issuance, accountability, troubleshooting, and retrieval of IAW government-approved processes.
• Provide PKI Trusted Agent (TA) support; this includes but is not limited to; submitting new token requests, retrieving, issuing tokens, and the collection/turn-in of returned/expired tokens IAW established policies and procedures.
• Provide Voice Over Internet Protocol (VOIP) and Secure VOIP troubleshooting. This includes port activation requests, connectivity, and trouble ticket submission.
• Troubleshoot all information system hardware line replaceable units (LRU).
• Provide maintenance and support for local/networked printers, scanners, digital senders, and other multi-function devices. The contractor will procure replacement parts (e.g. Fuser) and other consumables (e.g. Toner) on a cost-reimbursable basis as required.
• Provide transportation, delivery, and setup of IT assets throughout the NCR and NSGB. The Government will provide transportation to Guantanamo Bay, Cuba, and for shipment of IT assets. Transportation, delivery, and setup of IT assets throughout Guantanamo Bay, Cuba, will require the contractor to use Government vehicles in NSGB and to sign an indemnity agreement.
• As requested, provide desk-side training to the end user for standard software and equipment issues. Desk-side training includes but is not limited to software and equipment demonstration, tri-fold brochures and quick start guides, and demonstration of links to online and web-based IT training.
• Will utilize Government-approved tools to accurately report, document, administer, and resolve customer issues.
• Government-provided tools include, but are not limited to, the following:
  • BMC Remedy and Service Now (SNOW) for ticket submission, tracking, and routing; AND.
  • Microsoft SharePoint as a knowledge management repository for SOP's.

• Develop performance measurements (goals/metrics/reports) utilizing the current service desk platform and facilitate a feedback system to team members on customer service, communication, and technical skills, to enhance the quality of support delivered.
• Utilize ITIL best practices to enhance and optimize the services provided to end users.
• Manage the implementation of an enterprise knowledge base and knowledge management best practices.
• Coordinate with OMC and JSP IT support teams to resolve customer incidents/problems, fulfill service requests, and institute continuous improvement initiatives and methods.
• Resolve customer issues effectively or escalate them to appropriate support tiers.
• Work with management in assessing staff performance/reviews/changes.
• Assist in the professional and technical development of the team

Additional Responsibilities:

• Supervise junior AV/VTC technicians during the operation, maintenance, and troubleshooting of AV/VTC equipment and related components.
• Test equipment and its functionality.
• Possess all the skill sets of a junior AV technician, including problem recognition, research, isolation, resolution, and follow-up steps.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.

Required Qualifications:

• Active TS/SCI Clearance
• Bachelors in Engineering, Computer Science, or other related fields.
• Bachelor's with 6+ years of experience or a Master's with 5+ years of experience.
• DoD8570.01M IAT Level II (one of the following):
  • CCNA Security
  • CySA+
  • GICSP
  • GSEC
  • SSCP
  • CND
  • Security + CE
  • HDI or A+ related certifications relevant to personnel roles/responsibilities

Preferred Certification:

• DoD8570.01M IAT Level III (one of the following):
  • CASP+ CE
  • CCNP Security
  • CISA
  • CISSP (or Associate)
  • GCED
  • GCIH
  • CCSP
  • VCP (VMware Certified Professional - Data Center Virtualization or End User Computing)
  • ITILv4

Who We Are

NetCentrics proudly holds a distinguished position as a leader in cybersecurity, enterprise IT, and telecommunications solutions and services. With an esteemed clientele that includes the DoD, DHS, Federal Civilian Agencies, and the Intelligence Community, our impact on national security is undeniable to Secure our Nation.

A Place Where You Belong

At the heart of our organization lies a set of five core values that guide every facet of our work. "Mission First" epitomizes our unwavering commitment to our goals. "People Always" underscores the significance we place on our team's well-being and development. We continually strive to "Be Eminent" by consistently pushing the boundaries of excellence. "Embrace the Team" reflects our unwavering belief in the power of collaboration, recognizing that together, we attain greatness. With every action, we "Act with a Purpose," ensuring that our efforts contribute meaningfully to a larger mission. These values serve as the bedrock of our company culture, propelling us forward as a united and purpose-driven team.

Why Join Us

Join us not just to be a part of safeguarding our nation, but to be at the forefront of innovation, where your ideas and expertise play a pivotal role in shaping the future of cybersecurity and IT. Together, we're not just protecting systems; we're pioneering them. Come be a part of our team and redefine the possibilities in our industry!

EEO Commitment

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.

Equal Opportunity Employer/Veterans/Disabled

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