Help Desk Support Specialist

Job Summary

B Technology, LLC is looking for an enthusiastic, well-qualified individual to fill the Help Desk Support Specialist position and to join our team of qualified, diverse individuals.

The main responsibilities will be to assess and troubleshoot computer support problems and apply understanding of computer software and hardware products and services to resolve problems of users. The service desk representative aids users and organizations using computer software or equipment. Accurately diagnose problems and guide users through problem resolution. Set up, image or repair computer equipment and related devices. Train users to utilize new computer hardware or software, including printing, installation, word processing, and email. Respond to phone, web, fax, and email requests for assistance using remote tools and automated trouble ticketing system. Make site visits to provide touch labor. The candidate will provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May aid concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

***This position is contingent upon award of contract.***

Job Requirements:

· Perform communications system technical support, architecture design and troubleshooting. Technical support includes operating system loading and (re) configuration, user account management, system backup and recovery, troubleshooting, removing, and replacing components and peripherals, installing software, operating systems, and drivers, and coordinating any other maintenance support with internal and external agencies

· Diagnose, troubleshoot, and resolve routine problems with hardware, software, and connectivity issues locally or remotely.

· Meet with customers/users on a regular basis to learn about their organizational structures, unit missions and requirements to gain a better understanding of their needs and to educate customers on processes and procedures

· Provides Tier II support to users by researching, diagnosing, and resolving technical problems involving both business and IT related technical issues with end-user computer technology

· Effectively communicates, coordinates efforts, and establishes customer relations

· Provides top-level technical expertise, including performing in-depth and complex software systems programming and analysis

· Installs approved software within regular business hours

· Prepare software using provided software package utility for deployment

· Electronically "push" software, software updates, security updates, vendor patches (service packs, service releases) to end user devices

· Update 100% of affected available devices in accordance with the timelines established within the request

· Apply Security Technical Implementation Guides (STIG) to peripheral devices to include scanners/printers and ensure networked share drives copiers/printers, are properly configured

· Install new computers per the NEC Life Cycle Replacement Policy

· Provide Local Touch Labor Services to include installation, troubleshooting, repairing, and software updates, security updates, vendor patches (service packs, service releases), when electronic application means do not exist

· Ability to sit or stand for extended periods of time.

· Proficiency in typing and reading from a computer screen.

· Sufficient mobility is required, including bending, reaching, and kneeling to complete daily duties promptly and efficiently.

· May involve lifting to thirty pounds as necessary.

Education / Certifications:

§ Bachelor's degree in computer science, Cyber Security, Information Technology, Software Engineering, Information Systems, or Computer Engineering degree or degree in Mathematics or Engineering

§ Must meet and maintain required Baseline and Computing Environment (CE) certifications IAW DoDM 8140.03

§ 4 years experience needed

§ CompTIA Security certification required

§ Microsoft Modern Desktop Administrator Associate (MDAA) required

Knowledge:

§ Solid knowledge of information security principles and practices and an advanced understanding of security protocols and standards.

§ Extensive knowledge of Applications

§ Familiarity with AESMP Incident Management system

§ Extensive knowledge of PC Software, Operating Systems/Microsoft Office 365/Windows 10/11, MS Office applications with strong Excel skills, Access/SQL, Outlook, and Internet Browser. Citrix and virtualization knowledge a plus

§ General knowledge of Windows technology and TCP/IP networking

Abilities:

§ Ability to organize, prioritize and meet deadlines

§ Capable of conveying complex information in a simplistic manner

§ Strong critical thinking and problem-solving skills

§ Strong self-starter requiring minimal supervision

§ Able to take proactive measures to prevent problems rather than reactive by nature

§ Strong verbal and written communication to effectively express concepts, plans, and proposals

Security Clearance:

Must be a U.S. Citizen. A high-level Department of Defense active Secret security clearance is required. Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to government information.

B Technology is an equal opportunity employer.

Job Type: Full-time

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• Help desk: 3 years (Preferred)

Security clearance:

• Secret (Required)

Work Location: In person

Salary : $45,000 - $55,000