Help Desk Technician

Position Overview

Amatriot is hiring a Help Desk Technician to join the team at MacDill AFB in Tampa, Florida. This high-visibility position is responsible for providing Tier 0, Tier I, and eventually higher-tier systems support, incident response, and escalation in support of the US BICES-X Coalition Support Service Desk. The role requires strong attention to detail, adaptability in a changing environment, and professional customer service.

Key Responsibilities

• Provide polite, professional, and responsive customer service.
• Provide daily face-to-face support to U.S. military and civilian personnel, NATO military personnel, NATO Partner Nations, international students, and host nation civilians.
• Provide first-contact and incident resolution to customers with hardware, software, and application problems.
• Attempt to resolve as many incidents as possible during first contact or at Tier I.
• Escalate detailed incidents efficiently to Tier II or Tier III support as required.
• Provide remote end-user software troubleshooting and support.
• Provide follow-up actions with customers to ensure resolution of incidents or requests.
• Provide advice and training to end users.
• May provide desk-side support to users.
• Remotely configure and upgrade computer software.
• Analyze customer needs to determine functional and cross-functional requirements.
• Manage the functionality and efficiency of a group of computers running on one or more operating systems.
• Maintain the integrity and security of systems.
• Support users with completing requests for deployment of new services, as required.
• Maintain system documentation.
• Develop and monitor policies and standards for allocation related to the use of computing resources.
• Adhere to the principles, methods, and techniques used in network administration and support.

Qualifications

• Education: BA/BS degree - Additional years of experience may be substituted for the degree.
• Experience: 3 years of experience required. 2+ years of experience with common IT infrastructure services, including DNS, DHCP, and troubleshooting connectivity issues.
• Skills: Strong teamwork skills, including the ability to coordinate with many different work centers; strong and professional customer relationship skills; attention to detail and ability to adapt to a changing environment.
• Certifications: Must meet DoD 8570 requirements and be eligible for IAT Level II access upon hire for positions with elevated privileges; must possess and maintain active Security+ CE certification; must complete computing environment training within 2 weeks of hire.
• Clearance: Must possess and maintain a Secret clearance.

Other Requirements

• This position requires shift work, which could include day, afternoon, or night shifts, as well as weekends and holidays.
• Work is typically performed at client site locations, requiring proper safety precautions.
• Work may require some physical effort in handling light materials, boxes, or equipment.