End User Support 1/2 - Secret

About the role

The Northrop Grumman CIDO Classified Solutions team is seeking experienced End User Support to join its dynamic team of technical professionals. The qualified applicant will become part of Northrop Grumman’s Aeronautics Systems support team at our Palmdale, CA location. Note: Due to the classified nature of the work being performed, this position does not offer any virtual or telecommute working options. Applicants are encouraged to apply, only if they are willing to work on-site.

Responsibilities

• 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.
• Collaborates 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).
• Solves 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.
• Participates in new installations, testing and special projects as needed.
• Moves equipment and supports users as needed.
• Exhibits good communication skills, an energetic approach, and patience with customers.
• Uses 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.
• Routes calls to product line specialists.
• Maintains and updates records and tracking databases.
• Alerts management to recurring problems and patterns of problems.

Qualifications

• Basic Qualifications: Master’s or Bachelor's degree with 0 years of experience; OR an Associate’s degree with 2 years of relevant experience; OR a High School Diploma (or equivalent) with 4 years of relevant experience is required.
• Must have a DOD 8140 security certification (examples: Security+ CE or greater).
• Candidates must have a current DOD Secret level security clearance (at a minimum) with the ability to obtain and maintain a DOD Top Secret clearance in order to be considered.
• Candidates must have the ability to obtain, and maintain, access to Special Programs as a condition of continued employment.
• Experience in Microsoft Windows Desktop Operating Systems, Microsoft Office Product Suites, and remote deployment methods.

Preferred Qualifications

• Bachelor’s degree.
• Active DOD Top Secret, SCI, or SAP/SAR access is preferred.
• Microsoft Certifications (MCP, MCSE or MCSA) a plus.
• Proficiency in remote administration and troubleshooting of desktop PCs, SCCM, PowerShell.
• Experience with thin clients.
• Cross-platform experience (i.e. two or more: Windows, Linux, Solaris, OSX, UNIX, etc.).
• Experience supporting VMware VDI (Virtual Desktop Infrastructure).
• Knowledge of Windows operating systems, Active Directory administration, and LAN/WAN networking.