PC MS Suite Network Support Technician Level 1 or Level 2

RELOCATION ASSISTANCE:
Relocation assistance may be available
CLEARANCE TYPE:
Secret
TRAVEL:
Yes, 10% of the Time

At Northrop Grumman, our employees have incredible opportunities to work on revolutionary systems that impact people’s lives around the world today, and for generations to come. Our pioneering and inventive spirit has enabled us to be at the forefront of many technological advancements in our nation’s history – from the first flight across the Atlantic Ocean, to stealth bombers, to landing on the moon.

We look for people who have bold new ideas, courage and a pioneering spirit to join forces to invent the future, and have fun along the way. Our culture thrives on intellectual curiosity, cognitive diversity and bringing your whole self to work — and we have an insatiable drive to do what others think is impossible. Our employees are not only part of history, they’re making history.

• Provides technical support for computers and associated networks.
• Installs, troubleshoots, services, and repairs of personal computers, related PC software, telephones, cables, and connectors. Connects personal computers and terminals to existing data networks. Performs basic PC setups.
• Instructs and assists users in the use of personal computers and networks. Investigates information, network, and communications needs of users, and makes recommendations regarding software and hardware purchases. Maintains trouble logs.
• Completes paperwork and other tasks needed to satisfy Security requirements. Successfully follows all Security regulations, guidelines, and processes regarding the installation, maintenance, and retirement of PCs and PC-related hardware and software. Works with Security to remediate classified or unclassified data spillage incidents.
• Coordinates with users, service desk, server administrators, network engineers, and customer and IT management.
• Reviews the trouble ticket queue to identify issues that need to be addressed. Works through the ticket queue without intervening management direction (self-motivated). Resolves tickets within established SLAs. Raises issues that require management attention or involvement.
• Establishes and maintains high levels of customer satisfaction according to defined objectives while adhering to established policies.
• Works with system administrators and other staff to resolve support issues, escalating where appropriate.
• Participates in new installations, testing and special projects as needed.
• May spend portions of the day away from the desk when supporting users and moving equipment.
• Exhibits good communication skills, an energetic approach, and patience with customers.
• Use your technical understanding of Information Technology Infrastructure Library (ITIL) and Information Technology Service Management (ITSM) Operations, including Service Desk, Desktop, Network, Telecommunications, Data Center, Application Support, Service Level Management, and other areas of IT Operations.
• Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.
• Diagnoses, identifies, isolates and analyzes problems utilizing historical database records.
• Route calls to product line specialists. Maintains and updates records and tracking databases.
• Alerts management to recurring problems and patterns of problems.

This position can be filled at either the Level 1 or Level 2 role based on the qualifications below.

• Must have a High school diploma or equivalent and at least some related military / professional experience

• Must have a High school diploma or equivalent and at least 2 years of related military / professional experience

• Must have the ability to obtain and maintain a DoD Secret clearance within a reasonable amount of time as determined by business needs.
• Must have the ability to obtain and maintain Special Access Program (SAP) clearance within a reasonable amount of time as determined…