IT Help Desk Technician

SUMMARY

Responsible for providing the full range of services, in both unclassified and classified environments, in the areas of network administration, networking engineering, communications, data center operations, asset management, backup and recovery and Information Assurance.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Provide End User Service Desk Support across three enclaves via phone, email, and chat.
• Manage Tier 1, 2, and 3 issues and requests within the JitBit/GitLab ticketing solutions.
• Perform/document daily ticket follow-ups with end users within respective ticketing system.
• Administer active directory/group policy changes, as directed.
• Provision customer, admin, and service accounts utilizing active directory.
• Resolve account username, password, and permissions problems.
• Uninstall/reinstall approved software applications to devices.
• Perform site surveys as requested by customers/management.
• Install, configure, and ready clients, Keyboard, Video, and Mouse (KVM), and monitors at customer’s requested locations.
• Provide hardware support for clients, KVMs, monitors, printers and accessories
• Manage inventory for clients, servers, monitors, and KVM’s Rogue Blue Software devices.
• Manage inventory for software programs on Rogue Blue Software networks.
• Provide support for general “how-to” inquiries from Rogue Blue Software customers.
• Maintain regular and punctual attendance.
• Perform other duties as assigned.

Requirements

MINIMUM QUALIFICATIONS

• Experience in Windows Server Operating Systems support Windows 2012/2016, Windows Active Directory, and other Microsoft tool/applications.
• Four (4) to eight (8) years of experience demonstrating and practicing knowledge, skill, and ability in information systems security with physical environment, cultural environment, and the technology environment.
• Must have DoD 8570.01 M Baseline Certification (CompTIA A+ or Security+ CE or equivalent as specified in DoD 8570.01 M). IAT Level II, and DoD 8570.01 M Computing Environment Certification, (Microsoft Modern Desktop Admin Associate preferred or other current Microsoft certifications).
• Must have and maintain an active Top Secret Security Clearance (generally, U.S. Citizenship required).
• Must obtain and maintain any necessary security access and/or background checks.

DESIRED QUALIFICATIONS & SKILLS

• Excellent written and communication skills.

WORK SCHEDULE

Full-time. May be required to work additional hours as needed to complete assignment or project.

TRAVEL

The expected travel time is less than 25%.

DRIVING REQUIREMENTS

Must have or be able to attain a valid state driver’s license and be insurable on the company’s automobile insurance policy. Driving, with or without accommodation, may be required when traveling for training and/or short occasional amounts of local driving. The expected driving time is less than 25%.

WORK ENVIRONMENT

Work is performed primarily indoors at a well-lit office or server room environment. The environment is normally air conditioned, but conditions may change depending upon circumstances. Work may need to be performed in a fast-paced environment requiring quick thinking and rapid judgments. The employee will be exposed to a wide variety of clients in differing functions, personalities, and abilities.

PHYSICAL DEMANDS

Position consists of sitting for long periods of time, using hands/ fingers, handling, reaching with hands and arms, speaking, or translating. Periods of walking, standing, bending, kneeling, stooping, crouching, and lifting equipment weighing up to 20 pounds. Moderate to extended periods of office work with heavy periods of computer usage. It is Katmai’s business philosophy and practices to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

Benefits

Compensation & Benefits:

• Pay: $75,000-$80,000 annually
• Eligible Benefits: Medical, Dental, Vision, Life & AD&D Insurance, Long-Term & Short-Term Disability Insurance, 401(k) Savings Plan, Employee Assistance Program (EAP), Vacation & Paid Personal Time, 11 Paid Federal Holidays, and Leave of Absence.

Compliance:

We are a VEVRAA Federal Contractor.