Help Desk Technician (3456)

 Published 20 days ago
 United States
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SMX is looking for a Help Desk Technician to join the team in support of the Joint Strike Fighter (JSF) Program Office (JPO) Special Access Program (SAP) networks. This position provides onsite support to our government client in Point Mugu, CA. 

As the Help Desk Technician, you will be responsible for providing technical assistance to computer users, answering questions and resolving computer problems for clients in person, or via telephone or electronically.

Additionally responsibilities of the Help Desk Technician include: 

  • Responding to and diagnosing problems through discussion with users. Ensuring a timely process through which problems are controlled; including problem recognition, research, isolation, resolution, and follow-up steps
  • Supervising operation of help desk and serves as focal point for customer concerns
  • Providing support to end users on a variety of issues
  • Identifying, researching, and resolving technical problems
  • Responding to telephone calls, email and personnel requests for technical support
  • Documenting, tracking, and monitoring the problem to ensure a timely resolution
  • Providing second-tier support to end users for either PC, server, or mainframe applications or hardware
  • Interacting with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core  problem
  • Simulating or recreating user problems to resolve operating difficulties
  • Recommending systems modifications to reduce user problems
  • May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems

Required Skills and Experience: 

  • Clearance Required: Secret
    • Must be SAP eligible
  • High School diploma or GED
  • IAT Level II baseline certification in accordance with DoDD 8140.01 “Cyberspace Workforce Management” (or achieve within six months of TOA or hiring)
  • Three (3) years of directly related experience supporting help desk Tier 1 operations, preferably supporting a large-scale government customer
  • One (1) year of IT Problem Solving/Troubleshooting experience
  • One (1) year of experience with remote management tools
  • Demonstrated experience with Remedy/Help Desk Management Systems
  • Demonstrated experience in routine Help Desk functions, such as IT system account creation, permissions review and editing, and troubleshooting desktop OS issues
  • Demonstrated experience with Active Directory (changing passwords, modifying user accounts)
  • Demonstrated experience with Remedy/Help Desk Management Systems

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