End User - Help Desk Support

Join an outstanding team that offers exciting job opportunities! Here at BCT-LLC every project, client and team member is unique, and we celebrate and leverage that fact through embracing unique methods and talents that drive results.
BCT-LLC is seeking Help Desk support to join our team in the Columbia, MD area. This role is customer facing and requires an active TS/SCI with Poly as well as one of following security certifications (active status): A+ CE, CCNA-Security, Network+ CE, SSCP, Security+ CE, or higher (minimum DOD 8140/DOD 8570 IAT Level I Certification)
In this role you will provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
Identifies user requirements and describes services available or refers inquiries to other staff. Provides technical support to users and assists them in defining and solving computing problems within well-defined areas of responsibility. Assists in preparing documentation of supported products for users. Assists in preparing user training materials and conducts training sessions. Performs programming tasks of limited scope to assist users. Applies computer system knowledge to solve automation problems. Identifies and uses mathematical, algorithmic, and programmatic approaches to define, plan, organize, design, develop, modify, test, and integrate database or data processing systems, computer hardware systems, and simulation models. Formulates architectural designs, functional specifications, interfaces, and documentation for hardware or software systems. Develops design specifications by inspection and analysis to offset malware and to protect and defend USCYBERCOM infrastructure. Researches unconventional application of software and operating systems utilizing adaptations of standardized techniques. Develops project plans, guidelines, and controls.
You will:

• Interact and assist customers from various parts of USCYBERCOM for all types of IT support needs
• Assess, research, and resolve incidents and requests regarding the use of application software products and infrastructure components
• Maintain a log all incidents and requests
• Provide a positive client support experience
• Monitor systems and peripheral equipment, system processing, and error listings
• Perform IT administration and functions - user adds, moves and deletes, backup and restore, preventive maintenance, and upgrades
• Determine appropriate IT policies, while creating and improving upon system documentation

Requirements:

• Minimum four (4) years of experience in Information Technology
• Minimum of Bachelor's Degree in Information Systems, Computer Science, Cybersecurity, Computer Engineering, or related discipline
• One of following security certifications (active status): A+ CE, CCNA-Security, Network+ CE, SSCP, Security+ CE, or higher (minimum DOD 8140/DOD 8570 IAT Level I Certification)
• Active TS/SCI + CI Polygraph

Preferred / Desired Skills:

• Experience with VTC scheduling / troubleshooting
• Tier 1 support experience
• Experience with JIRA and Remedy ticketing systems
• Experience with Microsoft System Center Configuration Manager (SCCM)
• A problem solver who can get in, be given a project, and use engineering skills to determine a solution

BCT-LLC offers an attractive benefit package including:
- 401(k) Plan with Matching Contributions
- Independent 401(k) and Investment Advisory Services
- BCT-Funded Health Savings Account (HSA)
- Health/Dental/Vision Coverage
- Life/AD&D Insurance Coverage paid 100% by BCT
- Disability Coverage paid 100% by BCT
- Fitness/Gym Reimbursement
- Pet Adoption Reimbursement
- Scholarships
- Employee Referral Program
- Tuition/Training Reimbursement
- Mentor Program
About BCT-LLC
BCT-LLC is a woman-owned small business founded in 2006. We pride ourselves on our core values of Humility, Respect, Integrity, Loyalty, Kindness, Gratitude, Innovation, and Initiative. Our leadership team has a combined 70 years of experience directly supporting the missions of National Security. We are headquartered in Annapolis Junction, MD, and serve customers throughout the DMV and beyond. At BCT, we prioritize our employees' success and happiness, offering a supportive work environment and opportunities for growth.
BCT LLC is proud to be an Equal Opportunity Employer. We make employment decisions based on merit and business needs, without discrimination based on race, color, religion, age, genetic information, or any other protected status under federal, state, or local law.