Helpdesk Tech

Help Desk Tech
Tracy, CA
Secret Clearance
Position Overview:
Provides troubleshooting support to a user community employing computer systems and networks. Diagnoses problems and provides applicable remedies. Provides initial troubleshooting and diagnostics in the subject areas of network management, network monitoring and triage, application management and monitoring, and information assurance to resolve DLA ServiceNow tickets. Helps sustain the problem tracking system.
Duties and Responsibilities:

• Utilizes the DOD Global Information Grid SA capability, which displays system, network, security and information resources, showing operational status and linkages to other resources.
• Monitor systems on Non-classified Internet Protocol Router Network (NIPRNet) and Secret Internet Protocol Router Network (SIPRNet).
• Select, execute, and control systems programs and respond to computer system messages from Defense Automatic Addressing System (DAAS) personnel and other systems engineers.
• Resolve the majority of the problems independently using industry standard and DOD operating procedures, or request assistance and coordinate the solution with ITOC identified leads, supervisors and appropriate managers.
• Provides troubleshooting support to a user community employing computer systems and networks. Diagnoses problems and provides applicable remedies.
• Utilize the ITOC monitoring tools to detect system problems, isolate and identify the source and nature of the condition, and implement action to correct such problems.
• Monitor: Dashboard availability, Solarwinds, DAAS application systems, Qnami/MQ-Series queues, channels, and Site Scan Alarms. Notify the proper support organizations and DAAS staff.
• Monitor system processes ensuring all critical and batch processes are performing as expected.
• Monitor transaction volumes per ITOC guidelines.
• Monitor Critical Services (Network, Application/Infrastructure) for Performance, Throughput, and Availability via Topaz and Network Node Manager i (NNMi).
• Provide COMSEC support by receiving and securing classified documents and/or items.
• Provide initial analysis of problems reported through fault management systems, initiates corrective actions for routine problems.
• Provide data for reporting and recording all suspected Personally Identifiable Information breaches.
• Provide data for the documentation of desk services SOPs.

Qualifications:

• Two (2) years of relevant experience related to US Government Defense Logistics Agency telecommunications network operations and management.
• Must possess a active Secret personnel security clearance in good standing with eligibility for IT-II privileged access.

Additional Skills

• Must be able to communicate effectively and clearly present technical approaches .
• Excellent attention to detail.
• Must be able to balance multiple tasks simultaneously.
• Identifies potential problems and solutions through analysis identifying recommended solutions.

About Nationwide IT Services
NIS is an IT and Management consulting company, designated 8(a) by the SBA, and a CVE-verified Service-Disabled Veteran Owned Small Business. Our mission is to deliver value-added services to our customers, leveraging technology, people, and industry best practices to implement innovative solutions through our trusted employees and team members.
Our benefits package includes medical, dental, and vision insurance, life and disability insurance, 401(k) plan with employer match, paid holidays, PTO (sick/vacation), commuter benefits, employee assistance program (EAP) and educational reimbursement along with Pet Insurance.
Nationwide IT Services, Inc. provides equal employment opportunities (EEO) to all qualified applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, genetics, disability or protected veteran status.