Help Desk Technician

Responsibilities

• Delivering support by using SciTec's help desk ticket system through JIRA software. End user requests are generated through tickets and communication regarding ticket status is delivered through.
• Installing, updating, and evaluating new software and hardware, and running tests to ensure compatibility of software with OS, etc.
• Serve as the on-site point of contact for Tier 1 IT support at the satellite office, owning local triage, incident response, and routine service requests.
• Collaborate daily with remote IT teammates via chat/voice/video to coordinate work, share status updates, and resolve issues efficiently.
• Proactively identify local office IT needs (hardware lifecycle, spares, common issues, training gaps) and communicate recommendations to the larger IT team.
• Providing technical support to users, both in-house and remote, and troubleshooting computer problems (e.g., maintaining email distribution lists, creating new lists, resetting password, installing workstations on desktops).
• Managing on-site IT assets (imaging/deployment, swaps, RMA coordination, shipping/receiving, secure disposal) and keep inventory records current.
• Implementing and maintaining security standards, policies, and procedures, and monitoring security certificates.
• Instructing users on information system procedures, and how to properly use IT resources.
• Collecting and summarizing information to prepare project status reports, and identifying and resolving project issues.
• Examples of day-to-day tasks include:
• Be the "hands and eyes" for the remote IT team: rack/stack simple equipment, cable checks, swap peripherals, validate connectivity, collect logs/screenshots.
• Set up new hires locally (workstation deployment, peripherals, account access verification) while coordinating with remote teammates for approvals/steps.
• Maintain a small local stock of critical spares (laptops, docks, keyboards, mice, adapters) and recommend reorder points.
• Cookier shipping to/from other offices for repairs or replacements and track chain-of-custody for equipment.
• Communicate with users and stakeholders on ticket progress, ETA expectations, and post-resolution follow-ups to ensure satisfaction.
• Handle support and manage ticket queue.
• Perform discovery of facts and symptoms for IT issues before escalation.
• Troubleshoot and resolve DNS, networks, and application access issues.

Requirements

• Comfortable working independently as the primary on-site IT resource, with strong time management and follow-through.
• Proficient in Linux command line.
• Good understanding of computer systems, operating systems (Windows 10 & 11, RHEL), software, and devices.
• Able to communicate effectively with customers, both verbally and in writing.
• Patient and friendly, with a commitment to providing excellent customer service.
• Able to diagnose and resolve basic computer technical issues with the ability to break down technological processes and provide clear, step-by-step instructions.
• Able to read and interpret code.
• Versatile, flexible, and willing to work in a dynamic environment with rapidly changing priorities.
• Team oriented; there to help others and take on tasks in the spirit of collaboration.
• Proficient with Google and able to research and troubleshoot issues.
• Able to obtain and maintain a DoD security clearance.
• Detail oriented.

Physical Requirements

• Ability to work (standing or sitting) at a computer for long periods of time.
• Ability to kneel and crawl when necessary to setup work stations and server racks (plugging wires into walls, etc.).
• Ability to work and move equipment between different locations if necessary.
• Ability to lift and handle desktops, laptops, printers and accessories to deploy or service said equipment, up to 50 lbs.