Tier II Help Desk Tech (LEAD)

Project Overview: US Army North (USARNORTH) conducts Multi Domain Operations (MDO) in support of NORTHCOM to detect, deter, and defeat threats to the homeland and conducts Defense Support for Civil Authorities (DSCA) and Theater Security Cooperation (TSC) initiatives to defend the US and its interests. The U.S. Army North headquarters is located at Joint Base Fort Sam Houston, TX; the Command also supports 10 Defense Coordinating Officers (DCOs) located within each Federal Emergency Management Agency (FEMA) region throughout the Continental United States (CONUS). There are approximately 900 Military and Civilian personnel assigned to the organization operating approximately 300 SIPRNET computers, 1,200 NIPRNET computers, 150 printers, 1,000 digital devices (phones, tablets, mobile hotspots), 15 CODECs, various other endpoints. Work will be performed in the ARNORTH G-6 Information Technology Division at three (3) locations on Joint Base San Antonio, Fort Sam Houston, Texas.

Must be available to support Army North (ARNORTH) during NON-BUSINESS HOURS/DAYS as needed:

During joint military and combined engagement exercises, natural disasters, national emergencies, and other real-world events, the desktop support workload increases and may necessitate periodic, temporary 24/7 support. This position will provide occasional surge capacity to ensure effective 24/7 support during exercises, contingency operations, and other times that the Government requires immediate support to correct a significant issue during non-duty hours. Personnel will occasionally be required to work evening, night, and weekend shifts. While there is not an ability to predict the timing and/or duration of events requiring surge support, the average expectation is to support 28 days per year. Support must be delivered on-site

Primary Responsibilities:

• Work hours will be 7:30 AM - 4:30 PM
• Provide direct supervision for a team of 10 SIPR/NIPR technicians.
• Keep Program Manager appraised of team’s status, weekly/monthly accomplishments, issues.
• Provide on-site desktop, software, and peripheral support; priority support for command staff, Joint Interagency Operations Center (JIAOC), and directors; report significant outages and/or customer issues to appropriate management personnel.
• Resolve desktop problems via remote control; assist with IAVA remediation.
• Install, configure, troubleshoot, relocate, and repair desktops, mobile devices (smart phone, mobile hotspots, tablets), and printers.
• Support deployment or life cycle replacement of new computer systems, printers, and other peripheral devices.
• Identify network problems impacting users and work with appropriate Tier II or III administrators to quickly restore optimum service.
• Provide Citrix web-client installation and advanced troubleshooting techniques.
• Provide Commercial Solutions for Classified (CSfC) installation and advanced troubleshooting techniques.
• Provide Virtual Desktop Interface (VDI) installation and advanced troubleshooting techniques.
• Provide limited Apple computer support for selected users. The Command has fewer than 10 Apple computers.
• Provide support and troubleshooting techniques for Citrix, SIPR REL DMZ, and NETCOM/ARCYBER/DISA directed enterprise services, to include voice over IP (VoIP).
• Aid the government in the in-processing / on-boarding of new personnel, to include NIPRNET account creation. Also provide NIPRNET account out-processing services.
• Provide remote support, via telephone and other means, for Army North users stationed at one of the 10 Defense Coordinating Officer (DCO) locations across the CONUS.
• Provide a weekly report on the age of tickets currently in the queue, the most common problem reported during the week, average time to close a ticket by technician, average time to close a ticket by type, and average time to close a ticket by week and by month.
• Knowledge and experience communicating desktop support concepts to technical and non-technical personnel; ability to develop technical documents and produce system design documentation.

Additional Job Duties (These functions will be performed on an “as needed” basis):

• Provide SIPR-Releasable Demilitarized Zone installation and advanced troubleshooting techniques.
• Aid the government in the in-processing / on-boarding of new personnel, to include SIPRNET account creation. Also provide SIPRNET account out-processing services.
• Provide remote support, via telephone and other means, for Army North users stationed at one of the 10 DCO locations across the CONUS.
• Contribute to T&T proposal activities and all other duties as assigned by T&T managers.

Required Skills & Qualifications:

• 3 years’ experience supporting IT Help Desk
• Experience using ServiceNow ticketing system
• Experience with remote and on-site troubleshooting
• In-depth knowledge of the most recent version of Microsoft Operating System, Microsoft Office applications (to include Office 365), and other common desktop applications such as Adobe Acrobat, Active Client, etc.; ability to quickly learn unique GOTS applications.
• Project a positive image and professional manner always; ability to work within the confines of a set time schedule.

Desired Skills & Qualifications:

• Customer Service Skills
• Working knowledge of dealing with spillages.

Education/Experience:

• Experience w/Active Directory Users and computers.

Certifications (Required):

• IAT Level II baseline certification required. (CompTIA SEC CE)
• Computer Environment Certificate in Windows 10 is required.

Benefits: Competitive benefits package including health, dental, vision, life insurance coverage, 401(k) Plan, Training Programs, Accrued Paid Time Off (PTO) and Paid Holidays.

Equal Opportunity Employer/Veterans/Disabled