Help Desk Technician

Job Type
Full-time
Description
Leading with our people, Digital Consultants' mission is to deliver the highest level of professional solutions while being a trusted partner and advisor to our customers. With a culture of practicality, opportunity, and creativity we remain dedicated to being honest, trustworthy, respectful, and ethical in everything we do. We are a certified SBA 8(a) small, disadvantaged business that supports multiple IT customers within the Federal, civilian and private sectors. Digital Consultants also offer our employees growth opportunities, competitive wages, and a full benefits package. Our founding principles, Fairness and Common Sense, make working here more than a job, it's the Digital family.
Digital Consultants is seeking a Tier 1 / Help Desk Task Technician for US Army North, located at Fort Sam Houston, a US Army post in San Antonio, TX. The Tier 1 Help Desk provides local desktop support to approximately 900 users operating approximately 1,500 NIPRNET Computers, 70 multi-function devices (printers), 1,000 wireless devices (smart phones etc.) and various other endpoints. The Help Desk also provides telephonic support to approximately 300 forward-stationed users at various locations throughout the United States.
Duties to include:

• Answer Help Desk calls and utilize automated incident tracking systems to record work orders. Enter all Help Calls into the automated tracking system provided by the Government and track calls until resolution.
• Configure, diagnose, reload, utilize troubleshoot and repair all MS Windows and Apple® based tablet, notebook, and desktop computers and all associated peripheral devices IAW the resolution standards provided.
• Configure, diagnose, reload, utilize troubleshoot and repair all Windows Army Gold Master (AGM) software (latest version) and Apple® AGM-approved software IAW the resolution standards provided.
• Configure, diagnose, reload, utilize troubleshoot and repair all DoD and USNORTHCOM Enterprise products such as Global Video System (GVS) and other ARNORTH collaboration tools IAW the resolution standards provided.
• Configure, diagnose, reload, utilize troubleshoot and repair all CISCO VPN client software IAW the resolution standards provided.
• Configure, diagnose, troubleshoot, and repair all SaaS assets (e.g . Office 365).
• Configure, diagnose, troubleshoot, and repair network connections, to include wireless.
• Utilize Active Directory tools to manage and create objects in Microsoft Active Directory (latest version). Utilize remote tools to connect to remote desktops. Applications include SCCM, and/or DameWare.
• Assist users during briefings/events with all collaborative tools such as Google Earth, Portals, alert systems etc.
• Deploy ARNORTH G6 approved baseline images IAW the resolution standards provided.
• Support user moves and changes
• Support deployment or life cycle replacement of new computer systems by imaging and issuing new computers to individual users in accordance with government direction.
• Support deployment or life cycle replacement of other IT software and hardware to include installation, configuration, diagnosis, reloading, utilization, and troubleshooting/repair of all printers and Multi-Function Devices (MFD).
• Provide detection of cyber events and respond IAW Command Incident Response Plan.
• Provide touch labor to install required software updates when remote install fails. Support surge requirements of 24 hours a day, 7 days a week during key exercises or real-world events.
• Mentors Help Desk Specialists.

Requirements

• 1+ years' experience in IT customer support
• Knowledge of computer systems administration
• Experience supporting a variety of Software as a Service (SaaS) offerings including Microsoft Office 365 or Google G Suite
• Experience supporting Cloud storage such as Microsoft OneDrive or Google Cloud
• Experience with the latest versions of the following: Microsoft Operating Systems; Microsoft Office; Microsoft SharePoint; .NET; MS SQL Server; MS Active Directory Administration
• Clearance: Active Secret
• Education: High School Diploma or Equivalent
• Certifications: DoD 8570.01-M IAT Level I certification

Digital Consultants, an inclusive and welcoming company, is fully committed to hiring and retaining a diverse workforce without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, age (40 or older), disability, Veterans status or any other protected characteristic. We provide reasonable accommodation to individuals who need assistance during any part of the employment process.
If you need assistance navigating Digital Consultants job openings or applying for a position, please send an email to recruiting@digitalconsultants.org or call 571-306-3444. Please provide your contact information and let us know how we can assist you.