Help Desk Technician 1 (Iridium)

Trace Systems is seeking a Help Desk Technician with expertise in Iridium equipment to join our team in Tampa, FL. This role provides support for remotely deployed telecommunications systems, services, and computing equipment, including data, transmission (satellite, wireless, cable, or fiber), voice, video, and interoperability/connectivity for installed computers, voice handsets, and associated peripherals and software. Limited support for “bring your own device” (BYOD) is included.

Responsibilities

• Provide Tier-I support to end users as the entry point for customers by receiving, recording, resolving, and/or escalating requests for service or incidents.
• Interact with network services, systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Escalate complex problems to the next higher tier support level for resolution.
• Monitor trends in problems and questions; seek opportunities to improve support and training processes.
• Support multiple information and computing systems, including documentation, traffic analysis, and system uptime monitoring.
• Provide boundary protection monitoring and reporting for networks through firewall, proxy, and intrusion detection capabilities.
• Produce and deliver network metrics information and reports as scheduled or directed for company program management and supported customers.

Requirements

• Must possess, or be able to obtain and maintain, a U.S. Government-issued Secret security clearance.
• U.S. Citizenship is required due to the nature of the work and contract requirements.
• ITIL Foundations (v4) certification required within 120 days of hire.
• Previous experience in Service Cloud and Network Management.
• Strong working knowledge of Microsoft operating systems, products, applications, and hardware/software troubleshooting techniques.
• Ability to operate and maintain large databases supporting equipment inventory, allocation/billing, tracking, and equipment parts database.
• Experience with Microsoft SharePoint.
• Must be able to perform shift work, including weekends and holidays, to support continuous (24/7/365) network operations.

Qualifications

• High School Diploma required.
• ITIL(V) Foundations certification.
• Help Desk certification (e.g., Help Desk 2000 or HDI certified help desk professionals).
• DoD 8570 IAT Level II certification (e.g., Security+).
• IT or network technical certifications (e.g., Network+).
• VMWare experience or certification.
• Microsoft certifications in Technology or Solutions track.
• Satellite Communications Network Operations or Coordination training or experience.
• Experience in Windows Server administration.
• Experience in Microsoft SharePoint Development.
• Experience in Network Operations Center (NOC) operations and environments.
• Military Signal, Communications, IT, or Cyber Background.