Help Desk Technician II

Req : 42012

Summary

Help Desk Technician II

Melbourne, FL

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employers core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

Astraeus Operations (AO) is an SBA-certified 8(a) Small Disadvantaged Business (SBD) subsidiary of the Chenega Corporation, an Alaska Native Corporation (ANC). We are a small business with large business capabilities due to our shared-services Program Management Office (PMO) structure. Through our ISO 9001:2015 certification, we can accomplish the full range of contract services including financial, human capital, recruiting, procurement, security, and technical resources to achieve contract mission requirements.

As a result, our small business big capability dynamic benefits our clients through consistent communications and straight-lined workflows, ensuring our accountability to our clients for successful mission fulfillment.

In plain terms, our clients gain a team thats on the same page to achieve and support the clients mission. We vigorously respond to clients requests without additional costs, delays, or inefficiencies that are often experienced with larger, more cumbersome organizations. AO is eligible for sole source, direct awards up to $100M for DOD and up to $25M for other federal agencies, without J&A.

Astraeus is the easy button for a client wishing to take advantage of the rapid, agile, and flexible sole source procurement option. Combined with the shared PMO services, Astraeus offers highly competitive labor rates to fulfill day-to-day contract operations.

The Help Desk Technician II will be part of a dynamic team that provides IT support, maintenance, operations, logistics, and engineering services to help ensure the secure, reliable, and uninterrupted availability of INL/A Management Information Systems. This role will provide help desk support to the Department of State, Bureau of International Narcotics, and Law Enforcement Affairs Office of Aviation (INL/A) in support of their missions to sustain the national security and economic interests of our nation.

Responsibilities

• Answer calls and execute request fulfillment actions.
• Provide functional user support, training issues, initial diagnostics/troubleshooting, account management, and password services.
• Diagnose and resolve issues on unclassified and classified office information systems.
• Provide support for the implementation, troubleshooting, and maintenance of IT systems.
• Provide first-level problem identification, diagnosis, and resolution of problems.
• Maintain and return customers to normal IT Operations with the smallest possible impact on the business activity of the organizations end user(s).
• Provide tier 1 support to end users for either PC, server, or mainframe applications or hardware.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Simulate or recreate user problems to resolve operating difficulties.
• Recommend systems modifications to reduce user problems.
• Provide local and remote Technical Support Services for end-user support on multiple networks within the agency.
• Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement.
• Work with the IT Help Desk Lead to ensure the Help Desk maintains compliance with performance standards.
• May provide leadership to small teams or team members.
• Travel may be required for special projects. (CONUS, OCONUS)
• Other duties as assigned.

Qualifications

• Associates degree in a related field and 3+ years relevant experience.
• Education requirement may be substituted with 2+ years relevant experience.
• CompTIA A+, CompTIA Security+, HDI-CSR, HDI-SCA, or HDI-DAST certification is highly desired.
• Must have a valid US Drivers license
• Secret clearance required.
• Successfully pass background and drug screening.

Knowledge,

Skills and Abilities

:

• Understanding of basic security principles applied to the computing environment (CE).
• Ability to troubleshoot hardware and software problems related to desktop computers, Print servers, scanners, printers, PDAs, desktop video/video teleconference systems, and peripherals (zip drives, external zips, scanners, etc.).
• Demonstrated knowledge and accomplishment in analyzing, diagnosing, and recommending solutions for hardware and software problems.
• Demonstrated ability with installation, configuration, and the ability to learn unique applications and programs.
• Ability to troubleshoot Microsoft products, including, but not limited to, Windows and Office, including all aspects of Windows security and Microsoft desktop…