Help Desk Technician II [17873]

Job Description

Job Title: Help Desk Technician II

Job Location: Redstone Arsenal, AL, 35898 (Onsite)

Compensation: $50,000 to $56,000 salary

Eligibility/Clearance: Secret Clearance required. US Citizenship
required. This position supports a government contract

Job Description:

We are looking for an enthusiastic, well-qualified individual to fill
the Help Desk Technician II position and to join our team of qualified,
diverse individuals.

The Help Desk Technician role involves providing comprehensive help desk
and asset management support. This includes managing ticket creation,
escalation, and follow-up, identifying and troubleshooting issues,
resolving user problems through technical troubleshooting, and ensuring
all necessary data is captured in the ticketing system. Additionally,
the position involves imaging and deploying virtual systems, providing
initial support for incidents/problems or requests, offering technical
assistance for queries related to computer systems, software, and
hardware, and responding to inquiries via email, in person, or over the
phone. The Help Desk Technician is responsible for creating and
maintaining Standard Operating Procedures (SOPs), installing, modifying,
and repairing computer hardware, software, and peripherals, and
reporting metrics regularly. They also confirm resolution, conduct
customer satisfaction surveys, and close tickets upon resolution of
incidents, problems, or requests. Moreover, the role includes providing
mobile device administrative support and assisting in providing new SIPR
tokens, administrator pin resets, replacement tokens, and re-issuance of
tokens. Asset Management Support services are also part of the
responsibilities, which involve the receipt, logging, documentation, and
disposal of IT equipment. The position may require sitting or standing
for extended periods, typing and reading from a computer screen, and
mobility for bending, reaching, and kneeling to complete daily duties
efficiently. Lift weight up to thirty (30) pounds may be necessary.

Responsibilities (include but are not limited to):

- 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

Requirements:

- Proficiency in managing ticket creation, escalation, and follow-up
in a help desk environment.

- Strong technical troubleshooting skills for resolving user problems
and isolating issues.

- Experience in imaging and deploying virtual systems.

- Ability to provide technical assistance and support for computer
systems, software, and hardware.

- Excellent communication skills for responding to inquiries via
email, in person, or over the phone.

- Capacity to create and maintain Standard Operating Procedures (SOPs)
for efficient operations.

- Competence in installing, modifying, and repairing computer
hardware, software, and peripherals.

- Capability to report metrics regularly and conduct customer
satisfaction surveys.

- Familiarity with mobile device administrative support and managing
SIPR tokens.

- Skill in asset management, including receipt, logging,
documentation, and disposal of IT equipment.

- Physical ability for sitting or standing for extended periods,
typing and reading from a computer screen, and mobility for
bending, reaching, and kneeling to complete daily duties
efficiently.

Desired Qualifications:

- Candidate must have solid knowledge of information security
principles and practices, as well as an advanced understanding of
security protocols and standards.

- Extensive knowledge of Applications

- Extensive knowledge of PC Software, Operating Systems/Windows 7, 10,
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

Education/Certifications:

- High school/GED

- 2+ years of experience performing PC maintenance functions

- Must possess and maintain an IT I level certification IAW AR 25-2
and an IAT II certifications IAW DoD 8570.01-M and BBP 05-PR-M-0002

- MS Desktop Support Technician or equivalent certification preferred

ATR is an Equal Opportunity Employer (EOE) who will provide equal
employment opportunity to employees and applicants for employment
without regard to race, ethnicity, religion, color, sex, pregnancy,
national origin, age, veteran status, ancestry, sexual orientation,
gender identity or expression, marital status, family structure, genetic
information, or mental or physical disability