Ticketing Jobs in Kentucky (NOW HIRING)

Position Title: Desktop Support Technician Location: Fort Knox, KY Clearance Type: SECRET Compensation: $30.55/hr. Responsibilities include (but are not limited to): * Performs the duties and responsibilities of Information Management Officer (IMO) and Telephone Management Officer (TCO). * Provide support for the Microsoft Outlook (Current Version) e-mail users, troubleshoot software, resolve issues with computers, printers, scanners, and other end-user hardware devices. * Provide support for the administration of remote access systems. * Provide troubleshooting and installation support for Video Teleconferencing (VTC) systems, Nortel and Cisco VOIP desktop instruments. * Receive, review, and respond to IT service requests and trouble tickets via the AESMP/ITSM ticketing system. * Provide touch labor support for the installation, troubleshooting, patching, and software updates of NIPR/SIPR desktop systems when remote tools are unavailable. * Install, configure, and support authorized desktop software, including security updates and vendor patches (e.g., service packs, hotfixes). * Support the installation and operation of Virtual Desktop Infrastructure (VDI) and perform local troubleshooting of VDI client systems. * Perform hardware diagnostics and coordinate with users or other NEC work centers for resolution of hardware and software malfunctions. * Assist with release management tasks, including software licensing and deployment of new desktop configurations. * Tailor and publish software and patch packages for distribution, validate installations, and remediate issues when necessary. * Configure end-user systems and network devices according to Army security policies and standards. * Support VIP users, ensuring follow-up on corrective actions within two business days. * Create and update Standard Operating Procedures (SOPs) and technical documents for review and government approval. * Provide weekly reports on ticket activity, resolutions, and walk-in service metrics in accordance with reporting requirements. * Troubleshoot LAN connectivity issues, distinguish between physical and logical network problems, and adjust configurations or port allocations as needed. * Perform tasks related to the implementation, administration, and support of Microsoft's Windows operating system, including installation, software distribution, and implementation on client systems supported by the NEC. * Support the implementation and adjudication of Cybersecurity and security directives. * Recommend methods to improve NEC operations. * Other duties as assigned. Enterprise Systems Management: * Assist in the management and administration of enterprise systems including: * Active Directory, System Center, VDI, Remote Access, SharePoint, Antivirus, and Virtual Server Services. * Perform system monitoring, fault isolation, performance tuning, patching, and configuration via coding/scripting (e.g., PowerShell). * Administer file and print servers, virtual machines, and Virtual Storage Appliance (VSAN) technologies. * Utilize VMware, Hyper-V, vCenter, Horizon View, and related tools for virtualization support. * Maintain system and application security in accordance with DoD STIGs and RMF compliance. * Manage system logs and provide remediation for faults or performance issues on NIPR/SIPR systems. * Support 7+ enterprise system actions monthly, ranging from routine patching to advanced re-networking tasks. Server Administration & Cyber Support: * Respond to server-related AESMP/ITSM trouble tickets, service orders, and work requests. * Plan and conduct installations, testing, updates, and cybersecurity patching for server systems. * Maintain documentation of parts, changes, and service activities in the ticketing system. * Provide guidance to NEC staff and Information Management Officers (IMOs) on cyber compliance and system hardening. * Support the creation and update of SOPs, Technical Training Plans (TTPs), and RMF artifacts. * Troubleshoot server-side and end-user cybersecurity problems and recommend system modifications to improve reliability. * Provide remote or on-site support for server incidents and support system back-ups, storage, and restoration activities. Qualifications Education and Certifications: * High school diploma required. * Valid Driver's License. * CompTIA Security+ CE or equivalent IAT Level II certification (DCWF 451). Knowledge and Experience: * 2+ years of desktop support or system support experience in an enterprise IT environment. * Working knowledge of Windows operating systems, Microsoft Office, and Army Gold Master images. * Proficient with AESMP/ITSM ticketing systems and incident response protocols. * Proficient with TMS. * Proficiency with hardware diagnostics, remote tools, and VDI environments. * Proficient in Microsoft Workstation Operating System platforms and Microsoft Office applications current and future inventory as approved by DISA and other standard systems and software used by customers. * Knowledge of current Windows Server operating systems and future versions that may be deployed during the contract period. * Knowledge of common desktop applications such as Adobe Acrobat, Lotus Forms, Tumbleweed, etc.; ability to quickly learn unique GOTS applications. * Knowledge and experience communicating desktop support concepts to technical and non-technical personnel; ability to develop technical documents and produce system design documentation. * Strong communication skills, ability to interface with customers and resolve issues professionally. * Excellent customer service skills; project a positive image and professional manner at all times; ability to work within the confines of a set time schedule. * Ability to lift and move IT equipment as needed for installations and troubleshooting. Desired Qualifications: * Experience supporting U.S. Army NECs or DoD IT environments. * Knowledge of DoD STIG compliance, RMF, and ACAS/HBSS tools. * Hands-on experience with virtualization platforms such as VMware, Hyper-V, vCenter, and VSAN. * Scripting experience (e.g., PowerShell) for automation and software deployment. * Familiarity with enterprise backup/restoral and storage technologies (NAS/SAN/Zero Clients).