PC Desktop & Service Desk Technician 2/3 - Secret

About the role

The Northrop Grumman CIDO Classified Solutions team is seeking a Service Desk Technician to support information system lifecycle activities. The selected candidate will be required to work on-site, full-time at our Melbourne, FL location.

Responsibilities

• Provides technical support for computers and associated networks.
• Installs, troubleshoots, services, and repairs 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 between the desk and the field to support users and move equipment.
• Exhibits good communication skills, an energetic approach, and patience with customers.
• Possesses a 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.
• Lift equipment weighing up to 50 pounds.
• Works various shifts, after hours, or weekends as needed.

  Requirements

  • High School diploma (or equivalent) and 2 years of relevant experience; OR an Associate’s degree and 0 years of relevant experience is required.
  • A current US Government Secret level security clearance (at a minimum) with the ability to obtain and maintain a US Government Top Secret clearance in order to be considered.
  • The ability to obtain, and maintain, access to Special Programs as a condition of employment.
  • Experience providing technical support to large user populations in a secure environment.
  • Experience in Microsoft Windows Desktop Operating Systems, Microsoft Office Product Suites, and remote deployment methods.

  Qualifications

  • Basic Qualifications: High School diploma (or equivalent) and 2 years of relevant experience; OR an Associate’s degree and 0 years of relevant experience is required.
  • Security+ (or greater) certification.
  • A current US Government Secret level security clearance (at a minimum) with the ability to obtain and maintain a US Government Top Secret clearance in order to be considered.
  • The ability to obtain, and maintain, access to Special Programs as a condition of employment.
  • Experience providing technical support to large user populations in a secure environment.
  • Experience in Microsoft Windows Desktop Operating Systems, Microsoft Office Product Suites, and remote deployment methods.

  Preferred Qualifications

  • An Associate’s degree.
  • Active DOD Top Secret, TS/SCI, or SAP/SAR access.
  • Microsoft Certifications (MCP, MCSE or MCSA).
  • 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.