Help Desk Technician II (Lead)

Help Desk Technician II (Lead)

S2Technologies is seeking a skilled Help Desk Technician II (Lead) to support the West Desert Test Center (WDTC) Data Sciences Division in meeting their mission of providing developmental and production testing of defense programs.

Job Responsibilities:

• Log all requests for assistance and all deficiencies upon discovery, and track solutions, in the Government approved trouble ticketing system.
• Create helpdesk tickets immediately upon request.
• Notify users of ticket status within 2 hours of ticket creation or status change.
• Monitor and update backlog status at least weekly.
• Close tickets and notify customer immediately upon completion.
• Field trouble calls, prioritize workload, and escalate problems that cannot be resolved locally to applicable Original Equipment Manufacturer (OEM).
• Perform Tier II/III (direct user support) for WDTC DREN/SDREN core services for TNET supporting DoD customers.
• Perform service desk duties as defined by current Information Technologies Infrastructure Library (ITIL) processes.
• Support technologies to include operating systems, servers and software applications issues, troubleshoot, resolve and implement solutions.
• Patch all applicable systems and ensure compliance with all DoD, Defense Information Systems Agency (DISA), Army, Army Test and Evaluation Command (ATEC) and DPG/WDTC laws, regulations and standards.
• Ensure installations are IAW established local procedures.
• Manage and distribute software licenses for the TNET for software installation.
• Provide routine application patching and upgrade management for operating systems and commercial applications (i.e., Java, Microsoft Office, etc.)
• Act as the focal point for customer contact, including problem resolution, requests for new service, or general inquiries for IT.
• Submit applicable DISA documentation for smartphone (Blackberry, Iphone, IPad and Samsung) activation on mobile device management server and Enterprise email.
• Perform imaging on new and transferred computers. Imaging shall be in accordance with current Army Gold Master (AGM) and DISA Secure Host Baseline (SHB) policies.
• Perform system builds on computers using the system image library, as required IAW DSD prioritization based on the test center's requirements for testing
• Logs shall be made available to ISSM/COR/CIO upon request.
• Provide user account support to include: creating, updating, disabling/deleting, and resetting accounts for Active Directory. Accounts will be reset within 30 minutes of request. The Government estimates approximately 400 - 600 computer accounts .
• Identify, utilize and make recommendations on system tools to identify potential issues.
• Install authorized software packages on computers upon request.
• Install and configure the proper operating system (OS) onto computers, install application software including clients for Microsoft System Center Configuration Manager (SCCM) / McAfee / Network Access Control (NAC) for remote system management, perform all necessary updates, and run Assured Compliance Assessment Solution (ACAS) vulnerability scans and remediate related issues.
• Configure user accounts for local standalone use.
• Evaluate, troubleshoot, and repair Windows and Red-Hat Linux based servers, workstations and laptops.
• Perform data recovery from backups and from damaged data storage devices.
• Write and update scripts to expedite routine system configuration and software installations/updates and provide those resources to other technicians for uniformity and completeness.
• Track and perform monthly updates of stand-alone computers to include status reporting. Status reports will be in the Contractor format and will be submitted within 4 duty days of the following month.
• Maintain one (1) Windows-based print server for approximately 35-50 TNET network printers.
• Install and configure printer drivers on workstations and laptops.
• Operate Distributed Test Control Center (DTCC) Ditto Operations Centers (DOCs 1 & 2) in support of local and/or distributed classified and/or unclassified tests, training and other events.
• Perform software assessment on all software applications not on the DPG-approved software list that are being requested for use. Assessment includes creating or verifying trouble ticket for the task, running application STIGs, as well as vulnerability and ACAS scans. Software assessment procedures will be followed IAW local policy and procedure.
• Properly dispose of all hard drives and external media IAW local procedures. Ensure proper documentation is completed and stored on the Test Mission Support System (TMSS) Portal.
• Provide input and advise Government personnel regarding all Help Desk procedures and processes. Assist Government personnel with writing Standard Operating Procedures (SOP).

Experience:

• 3 years of relevant helpdesk experience
• Experienced with MS Windows 10, MS Windows 11, and Computer Troubleshooting / Repair

Education:

• n/a

Certifications:

• Any 1 of the IAT Level II or III Certifications(CCNA-Security, CySA+, CND, Security+ CE, CASP CE, CCNP, CISA, CISSP (or Associate))
• Any 1 of the following computing environment certifications:
  • Microsoft Certified Solutions Associate (Desktop Tracks)
  • Microsoft Certified Solutions Expert (Desktop Tracks)
  • Red Hat Certified System Administrator
  • A+
  • Linux+ MCITP

Security Clearance:

• Secret

Other Position Requirements:

S2Technologies is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.