PC Network Support Technician 2/3 - Secret

About the role

The Northrop Grumman CIDO Classified Solutions team is seeking a PC Network Support Technician to support information system lifecycle activities. The selected candidate will be required to work on-site, full-time at our Melbourne, FL location. Due to the classified nature of the work being performed, this position does not offer any virtual or telecommuting working options.

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
• Coordinates 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)
• Proficiency in Microsoft products such as Windows desktop OS, Office Product Suite
• Resolves 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
• Works with system administrators and other staff to resolve support issues, escalating where appropriate
• Participates in new installations, testing and special projects as needed
• May spend portions of the day away from the desk when supporting users and moving equipment
• Exhibits good communication skills, an energetic approach, and patience with customers
• Possess 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
• Diagnoses, identifies, isolates and analyzes problems utilizing historical database records
• Route calls to product line specialists
• Maintains and updates records and tracking databases
• Alerts management to recurring problems and patterns of problems

Basic Qualifications — Level 2

• High School diploma and 2 years of relevant experience; OR an Associate's degree and 0 years of relevant experience
• Must have a Security+ certification (or greater)
• Candidates must have a current DOD Secret level security clearance (at a minimum) in order to be considered
• Experience in Microsoft Windows Desktop Operating Systems, Microsoft Office Product Suites, and remote deployment methods

Basic Qualifications — Level 3

• High School diploma and 4 years of relevant experience; OR an Associate's degree and 2 years of relevant experience; OR a Bachelor's degree and 0 years of relevant experience
• Must have a Security+ certification (or greater)
• Candidates must have a current DOD Secret level security clearance (at a minimum) in order to be considered
• Experience in Microsoft Windows Desktop Operating Systems, Microsoft Office Product Suites, and remote deployment methods

Preferred Qualifications

• Associate's degree
• Active DOD Top Secret, TS/SCI, or SAP/SAR access is preferred
• 3 years of experience with IT-related hardware in a classified environment
• CompTIA A+, Linux+, Network+, Dell, HP, or other certification(s)
• Microsoft Certifications (MCP, MCSE or MCSA) a plus
• Proficiency in remote administration and troubleshooting of desktop PCs
• Experience with zero and/or thin clients
• Experience in Active Directory configuring user and computer accounts
• 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

Pay

• Primary Level Salary Range: $44,400.00 – $74,000.00
• Secondary Level Salary Range: $52,700.00 – $87,900.00
• Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay
• Annual bonuses are designed to reward individual contributions as well as allow employees to share in company results
• Employees in Vice President or Director positions may be eligible for Long Term Incentives

Schedule

• 9/80 work schedule
• Travel: 10% of the Time

Benefits

• Health insurance coverage
• Life and disability insurance
• Savings plan
• Company paid holidays
• Paid time off (PTO) for vacation and/or personal business
• 401k matching program
• Flexible work arrangements
• Phenomenal learning opportunities
• Exposure to a wide variety of projects and customers