Help Desk Technician - Secret Security Clearance

Remote Type:
No

Hours:

2:00PM - 10:30PM (Tuesday
- Saturday)

This role support on call rotation. This position requires an on-site swing shift, scheduled from 2:00 PM to 10:30 PM, Tuesday through Saturday. An initial 30-day on-site training period is mandatory and will follow a standard day shift schedule (7:0 AM - 3:30 PM, Monday Friday) before transitioning to the assigned swing shift.

Sunayu, LLC is hiring a Help Desk Technician II who will be accountable for the entire lifecycle of incident management.

• Incident Management Proactively to identify and classify major IT incidents and events by leveraging data from various AFNCR work centers and monitoring tools.
• Triage & Coordination:
  Serve as the primary point of contact for triaging newly identified issues, orchestrating a swift and effective response by engaging all necessary internal and external resolution teams.
• Incident Communications:
  Establish and facilitate troubleshooting conference bridges, ensuring seamless coordination between technical teams.
• Maintain clear and consistent communication with all stakeholders, including government leadership. Provide timely status updates from inception to resolution.
• Situational Awareness:
  Maintain a comprehensive understanding of incident status and operational impact, disseminating critical information through the appropriate government communication and command structures.
• Problem Resolution:
  Drive the investigation and resolution process for all incidents.
• Collaborate with the problem management team to perform root cause analysis and track corrective actions to prevent future occurrences.

• Security Clearance:
  Active Secret Security Clearance.
• Experience:
  
  A minimum of two years of work experience within a Department of Defense (DoD) environment.
• Technical Acumen: A strong, foundational understanding of network equipment, architecture, and capabilities.
• Communication:
  Exceptional written and oral communication skills, with a proven ability to brief stakeholders and articulate complex technical situations clearly.
• Operational
  
  Skills:
  
  Demonstrated ability to multitask effectively and perform decisively under pressure in a fast-paced operational setting.
• Certification:
  
  Must hold a valid CompTIA Security+ certification.

• This position requires a minimum of five years’ experience, of which at least three years must be specialized.
• Specialized experience includes:
• Knowledge of PC operating systems, e.g., DOS, Windows, and networking and mail standards and work on a help desk.
• General experience includes information systems development and other work in the client/server field, or related fields.
• Demonstrated ability to communicate orally and in writing and a positive customer service attitude.

• Provides phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications developed under this contract or predecessors.
• Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.

• An associate degree in computer science/systems, information systems/technology, engineering/engineering technology, software engineering/programming, management, natural sciences, social sciences, mathematics or business/finance or an applicable training certificate from an accredited training institution.

• A bachelor’s degree (in subjects described above) and four years general experience of which at least two…