Service Desk Technician

Overview

Ensures that end-users have a smooth and efficient experience with technology tools by addressing technical issues and providing desktop support. Uses technical expertise, effective communication skills and a customer-focused mindset to assist team members via phone, email, online systems and in person. Supports PCs, servers, networking, peripherals, and software.

• Install, configure, and troubleshoot Red Hat Enterprise Linux and related third party software.
• Knowledge of file systems such as EXT4, XFS, ZFS, and NFSv
  4.
• Basic understanding of Ansible and Podman principles.
• Be able to configure network interfaces on workstations and servers.
• Operate and troubleshoot virtual systems in a VMWare environment.
• Install and update Matlab, Solidworks, Abaqus, and other engineering software.
• Work with the Property Management team to perform lifecycle management of hardware including equipment inventories, receiving, and turn-ins.
• Perform on-premises hardware troubleshooting for development network hardware and software.
• Collaborate with various IT Help Desks to troubleshoot and document IT issues.
• Monitor multiple helpdesk dashboards and be proactive in solving customer issues.
• Manage supplies for IT equipment.
• Escort maintenance personnel, IT personnel, and others as required.
• Setup IT equipment for users.
• Receive and respond to escalated/advanced service requests from customers.
• Comply with standard company policies and procedures.
• Work effectively on team projects, communicating properly and providing status.
• Recognize necessary improvements and make suggestions.
• Conduct Data Transfers between various networks.
• Be willing and able to learn Linux, Windows, storage, networking, virtual, and other technologies in the IT management domain.
• Requires consistent exercise of discretion and judgement.

• Bachelor’s degree in Computer Information Systems, Information Technology, Computer Science, or a related technical field. Additional experience may substitute for degree.
• 2-7 years of relevant experience.
• Knowledge and experience of Linux operating systems (RHEL).
• CompTIA Security+ CE required.
• Secret Clearance required, Top Secret preferred.
• Knowledge of networking fundamentals.
• Ability to remediate and troubleshoot issues.

• Knowledge of office administration and procedures
• Exceptional judgment capabilities and relationship management skills.
• Excellent communication, teamwork, and client service skills; ability to clearly communicate in discussions and written documents, and to deliver feedback clearly and tactfully.
• Interact with a diverse array of customers and staff in a professional and courteous manner.
• Work independently with accountability for accurate and complete results.
• Be extremely organized and exceptionally detail oriented.
• Work well both independently and in a team environment.
• Be energized by a fast-paced work environment.
• Communicate well:listening, verbal, and written.
• Analyze information and respond appropriately.
• Manage time wisely and prioritize tasks.
• Provide superior customer service
• Multi-task in a pleasant manner.
• Work well under pressure.

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is regularly required to talk or hear.
• The employee frequently is required to stand; walk; handle or feel; and reach with hands and arms.
• The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl.
• The employee must be able to lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
• Regular i3 hours are 8:00 a.m.
  
  - 5:00 p.m. Monday-Friday, however, additional hours may be required on occasion.
• Daily in-office attendance is required, this is not a telework position.

i3 is a technically diverse, 100% team member owned business, headquartered in Huntsville, Alabama specializing in missile and aviation…