Help Desk Technician Tier I

Job Description

Job Description

SECRET DOD security clearance required to apply for this position

Project Overview :

The Medical Education and Training Campus (METC) is a sprawling, state-of-the-art enlisted medical training center for Army, Navy, Air Force and Coast Guard medics, corpsmen, and technicians.

The Tri-Service Campus has over fifty (48) medical programs, and twenty-four thousand (24,000) annual graduates. It is a state-of-the-art DoD healthcare education campus that trains enlisted medical personnel.

The Information Technology Multimedia Division (ITMD) and The Campus Support Branch (CSB) have been operational since May 2010.

The METC operations and facilities comprise two hundred and five (205) full time equivalent (FTE) positions that are shared among the three services and training operations with an anticipated throughput of twenty four thousand (24,000) students annually and a faculty and staff of one thousand seven hundred (1,700).

Facilities supported by METC Campus Support Center include all administration, classrooms, and faculty located in buildings 895, 899, 1070, 1291, 1356, 1364, 1374, 1375, 1393, 1394, 2640, 4120, 4194E and Camp Bullis.

The METC ITMD provides Command, Control, Communications, and Computer / Information Technology (C4 / IT) services, Information Assurance, and Computer Network Defense to the campus and support activities at the CSB, ITMD, and Director for Administration (DFA) using ServiceNow.

The METC requires Information Technology (IT) services to augment METC provided C4 / IT Campus services. In order to fulfill the METC Mission and Vision Statements C4 / IT support is a key component affecting the readiness and sustainability of critical C4 / IT support activities across the campus.

The METC has a requirement to augment its workforce to provide C4 / IT service to the campus. Currently, the Navy staffs its personnel to support the METC mission with contractors.

The METC has a support base of roughly eighty-five hundred (8,500) daily users. The organization manages an average of approximately 20,000 incidents per year.

Primary Responsibilities :

• Provide superior customer service over phone, e-mail, fax, and / or remote assistance.
• Perform initial support level tasks, such as gathering contact information, analyzing and documenting issues, and resolving Tier 1 level issues.
• Resolve username and password issues, install basic software applications, check proper H / W & SW setup, and provide menu navigation support.
• Utilize Microsoft OS, help desk tracking system(s), and other software i.e. SCCM (previously SMS), ServiceNow, Remedy, & HP Asset Manager
• Investigate escalated incidents passed in ServiceNow by validating the problem and seeking known solutions related to these complex issues.
• Assist with Information Assurance Vulnerability Alert (IAVA) remediation
• As required, perform the tasks associated with IT warehouse operations. IT Warehouse operations include asset tracking, asset accountability, accepting and documenting deliveries from various third party shipping companies, prepping hardware for turn-in to The Defense Reutilization and Marketing Office (DRMO), etc.
• Contribute to T&T proposal activities and all other duties as assigned by T&T managers.

Required Skills & Qualifications :

• 1+ years experience supporting IT Help Desk
• Experience using ServiceNow ticketing system
• Experience with remote and on-site troubleshooting

Certifications (Required) :

This is an IAT (Level II) position as defined in DoD 8570.0 I-M which requires the appropriate certifications / accreditation (GSEC, Security+, SCNP, SSCP or better).

Benefits : Competitive benefits package including health, dental, vision, life insurance coverage, 401(k) Plan, Training Programs, Accrued Paid Time Off (PTO) and Paid Holidays.

Equal Opportunity Employer / Veterans / Disabled