What are the responsibilities and job description for the Telecommunications Infrastructure Helpdesk Support Specialist position at Diverse Systems Group LLC?
Description
his position supports the full spectrum of customer-facing technical support for an IT infrastructure environment that spans telecommunications, networking, and PC-based/LAN/WAN systems. The role includes managing the relocation of individuals across buildings, requiring a strong understanding of telecommunications infrastructure, networking, and basic BICSI standards. Ideal candidates will be able to install, troubleshoot, and maintain infrastructure components while supporting workstation hardware/software and customer network connectivity.
Requirements
- Telecommunications and Infrastructure Support
- Plan, install, and troubleshoot telecommunications infrastructure systems (e.g., cabling, patch panels, networking devices).
- Assist with the relocation of IT systems and personnel, ensuring seamless telecommunications and network connectivity.
- Test and validate infrastructure components before deployment in coordination with building moves.
- Perform BICSI-compliant infrastructure installation and adhere to industry standards.
- Network and Systems Support
- Troubleshoot and resolve network connectivity issues across LAN/WAN environments.
- Install, configure, and troubleshoot workstation hardware and software (Windows, Mac, AWS).
- Manage user authentication systems such as Windows Active Directory and MFA.
- Administer and support videoconferencing applications (e.g., Teams).
- Deploy, image, and replace devices during lifecycle refreshes.
- Helpdesk and Asset Management
- Manage the helpdesk queue, ensuring timely routing and resolution of tickets.
- Provide support for end-user devices, accounts, applications, and peripherals (printers, mobility devices, etc.).
- Maintain inventory control for IT assets and ensure proper documentation with property management systems.
- Support asset tracking using tools such as ServiceNow.
- Collaboration and Projects
- Participate in infrastructure-focused projects, such as building relocations and hardware upgrades.
- Collaborate with other technical teams to address large-scale technical and infrastructure issues.
Skills & Abilities
- Ability to independently troubleshoot network and infrastructure issues.
- Strong organizational skills to prioritize and resolve helpdesk tickets effectively.
- Experience working with telecommunications infrastructure (e.g., structured cabling, networking devices).
- Knowledge of common IT tools, such as Active Directory, ServiceNow, and Microsoft 365.
- Demonstrated flexibility to adapt to changing project requirements and deadlines.
- Excellent customer service and communication skills.
- Ability to lift up to 50 lbs (23 Kg).
Education & Experience
- 1 years of relevant IT support experience.
- Experience with telecommunications infrastructure installation, Windows-based systems, and hardware troubleshooting.
Certifications
- Required:
- BICSI Level 1 Certification (or higher)
- CompTIA Security (Sec )
- Waiver Option: BICSI certification may be waived for candidates with 5 years of relevant experience.
- Preferred: CompTIA Network
Clearance
- Secret Clearance (Interim Secret or Final Secret acceptable).
- Must meet DoD 8140/8570 compliance.
This role is essential for maintaining telecommunications and IT infrastructure integrity during building moves while supporting end-user systems and networks.
