Help Desk Specialist Iii

Overview:

Metova, a By Light Company, is hiring a Help Desk Specialist III to join our team. This position will provide Tier 2 support to sustain Air Force Cyber Vulnerability Assessment/Hunter (CVA/H) Weapon System (WS).

Responsibilities:

• Perform initial tickets troubleshooting and documenting steps to resolve incidents in accordance with operational guidance via phone calls and/or ServiceNow queue and escalates issues to Tier 3 support as needed
• Records and reports concerning network operations and maintenance
• Troubleshoots network performance issues and analyzes network traffic
• Monitor and perform health checks on multiple perimeter security devices
• Performs recurring maintenance activities such as device reboots on perimeter devices and Implementing firewall routing rules and policies
• Maintains smooth operation of multi-user computer systems, including coordination with network engineers
• Monitors and manages system resources, including CPU usage, disk usage, and response times to maintain operating efficiency
• Performs systems security administration functions, including creating user profiles and accounts
• Interacts with users and evaluates vendor products. Makes recommendations to purchase hardware and software, coordinates installation and provides backup recovery
• Develops and monitors policies and standards for allocation related to the use of computing resources
• Frequent use and application of technical standards, principles and theories
• Works under general supervision, providing solutions to technical problems of moderate scope/complexity

Required Experience/Qualifications:

• Hands-on experience entering, processing, and resolving service tickets
• Hands-on experience troubleshooting network performance issues
• Hands-on experience managing system resources
• Hands-on experience performing system security adminstration functions, including creating user profiles and accounts
• Experience interacting with customers
• DoD 8140.01 Compliant: IAT II

Preferred Experience/Qualifications:

• Familiarization with Air Force Cyber Weapon Systems
• Experience with Air Force network topologies / architecture / infrastructure
• Experience with Air Force Cyber Protection Team construct
• Hands-on experience with ServiceNow
• Associate Degree (equivalent experience (3-5 years)); or
• Bachelor’s Degree (equivalent experience (1-2 years)

Special Requirements/Security Clearance:

• Tier 1 Investigation (Formerly National Agency Check with Inquiries (NACI)) w/ability to obtain SECRET Clearance

Physical Demands:

• Ability to lift 25 pounds