Help Desk Technician

Job Title: Computer User Technician – Intermediate

Job Location: Redstone Arsenal, AL 35898

Job Summary

B Technology, LLC is looking for an enthusiastic, well-qualified individual to fill the Computer User Technician Intermediate position and to join our team of qualified, talented 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. 

Job Requirements:

• Ensure all calls, emails, or walk-in issues received during duty hours are responded back to the user via phone call, email, or issue ticket within Service Level Agreements (SLAs)
• Provide troubleshooting and support using automated tools and diagnostics for various hardware and software platforms including Windows 7/10, iOS /Android, Microsoft Office Professional 2007 and 2013, McAfee HBSS and HIPS, Citrix VDI, SharePoint, and Microsoft Active Directory
• Installation of all new computers and the relocation of computers within locations as provided
• Install all computer hardware and software to ensure user is fully functional and operational without errors and preserving user’s data to be transferred to the new PC
• Update and maintain the current approved Microsoft Windows OS images and provide feedback, software, and configuration changes to the image team
• Extended periods of sitting or standing may be required.
• Proficiency in typing and reading from a computer screen.
• Sufficient mobility, including bending, reaching, and kneeling, necessary to complete daily duties promptly and efficiently.
• Ability to lift to thirty pounds, as necessary.
• Other Duties/Responsibilities

Education / Certifications

• Associate’s degree or higher in Computer Science, Cyber Security, Information Technology, Software Engineering, Information Systems, or Computer Engineering degree or degree in Mathematics or Engineering
• 6 years’ experience needed
• Security , CND, or GICSP
• Minimum of 20 hours annually/required to maintain certificates

Knowledge:

• Solid knowledge of information security principles and practices and an intermediate understanding of security protocols and standards.
• Extensive knowledge of Applications
• Extensive knowledge of PC Software, Operating Systems/Windows 7, MS Office applications with strong Excel skills, 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

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person