Senior Help Desk Technician

Responsibilities

• Provide Tier I–II technical support for SIPR, NIPR, and CENTRIX environments.
• Troubleshoot and resolve issues related to hardware, software, servers, mobile devices, and A/V equipment.
• Manage and track incidents through Altiris Help Desk and Remedy ticketing systems.
• Perform system imaging and OS deployment using Altiris Deployment Solution (DS) or SCCM.
• Administer and maintain Active Directory accounts, permissions, and group policies.
• Support and troubleshoot network connectivity and configuration issues.
• Escalate complex issues to Tier III support or system engineers as needed.
• Ensure all service requests are completed within established SLAs and documented properly.
• Provide courteous, professional customer service in all end-user interactions.

Qualifications

• A current, in-scope US Government issued Secret clearance.
• A DoD-8570 IAT Level 1 baseline certification (Net+ CE, or equivalent).
• 5–7 years of experience providing IT support services, troubleshooting both hardware and software in mixed environments.
• Demonstrated experience supporting:
• Workstations and laptops across SIPR, NIPR, CENTRIX, and STAMIS networks.
• Active Directory administration and user support.
• OS delivery methods such as Altiris Deployment Solution (DS) and SCCM.
• Help Desk ticket tracking systems (Altiris Help Desk, Remedy).
• Networking fundamentals and troubleshooting.