Help Desk Technician
Jacobs Technology - Hurlburt Field, FL

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Job Description:
Functional Responsibilities: Interfaces directly with supported end-users to provide hardware, software, network and applications problem resolution. Is familiar with industry standard desktop operating systems and office automation software suites.

Specific Responsibilities: HDTs must be able to clearly communicate via phone, portals and instant messaging with end users and technicians. HDTs must have experience troubleshooting core services (file, e-mail, print, web, portal and transport). HDTs should be qualified to perform the following functions:
Serve as the initial point of contact for resolution of desktop/laptop related problems in a 56,000+ customer enterprise.
Troubleshoot research, diagnose, document, and resolve technical issues surrounding Windows XP, Windows 7, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment via telephone.
Document, track, resolve, and report on problems and work orders using Remedy Action Request database system.
Monitor networks, secure and non-secure; modify user accounts via Active Directory, submit changes to file management and peripheral devices via Remedy, escalate network incidents, provide direct support to USSOCOM customers located throughout the world.
Monitor network status remotely using several Network Management Systems, and create applicable work orders for discrepancy resolution as necessary.
Determine which special team can best resolve the problem and assign the task to the Desktop Support, Customer Support, Network Administration or System Administration Teams when a solution cannot be provided telephonically.
Ability to install, maintain and troubleshoot network, system and application issues.
Knowledge of workstation hardware and Microsoft Technologies.
Technical expertise in the set up, operation, and troubleshooting of all associated and follow-on operating systems.
Monitor secure and non-secure networks 24X7 and escalate incidents to system administrators, network administrators, computer security administrators and management teams for resolution. Must be familiar with Dameware and Terminal Services is required.
Work Hours: 24x7 Days, Mids and Late shifts to include weekends and holidays.

Travel: None.

Deployments: None.

Qualifications:
Minimum Education/Experience Requirements: Two (2) years of college and five (5) years of directly related Information Technology Service Desk experience or equivalent combination. Additional Professional Certifications may substitute for up to 1 year experience.

Required Certifications: Must hold current CompTIA Security+, Network + or A+ certification prior to start date. Must obtain HDI Certification training within six (6) months of hire.

Preferred Certifications: MCP and ITIL V3 Foundations.

Work Hours: 24x7 Days, Mids and Late shifts to include weekends and holidays.

Secret clearance with ability to obtain TS/SCI required.

Physical Requirements:
Sitting at desk 95% of the time. Phone use 10% of the time and PC or laptop 50%. Filing required 5%. May require lifting and carrying boxes of supplies or files up to 25 lbs. (2%). Extended periods of sitting while on PC/laptop or phone.

Work Environment:
Work will be performed in a cubical environment inside a large facility (100%).

Equipment and Machines:
General office equipment, which includes: telephone, fax machine, copier, PC/laptop, and other miscellaneous office equipment. (100%).

Attendance:
Work assignments dependent on requirements by the client. It is important to be able to work at least 8 hours a day for 5 days per week. (100%).

Other Essential Functions:
Must put forward a professional behavior that enhances productivity and promotes teamwork and cooperation. Must be well organized with the ability to coordinate and prioritize multiple tasks simultaneously. Must be able to communicate effectively, both verbally and in writing (to include briefings and point papers). Must be able to interface effectively with individuals at all levels of the organization. Grooming and dress usually business casual, but dependent on client’s standards. Must not pose a safety hazard to employees working in the same general area.

The position for which you are interviewing requires a US government security clearance. This is to advise you, that should you be extended an offer, if you possess a dual citizenship (i.e., citizen of the US and another country), in order to be granted a clearance you will be required to relinquish your citizenship in the foreign country.

Jacobs Technology - 2 years ago - save job
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