IT Help Desk Technician II

The IT Help Desk Technician II will provide phone and in-person technical support for end users in an enterprise-level environment.

Individuals must be able to attain and maintain a valid U.S. Government Secret security clearance in order to be retained in this position.

Duties & Responsibilities

• Provide IT support to users to include hardware/software support, IT asset management, and user/access permissions; resolve tickets assigned, to include tickets escalated to higher levels of support Able to diagnose troubleshoot, and fix basic Intel-based hardware problems.
• Provide local touch labor (troubleshooting, repairing, etc.) for Cyber Center assets
• Operate and maintain Wireless Network Infrastructure as part of the existing installation infrastructure.
• Install approved for-use desktop software on unclassified desktop systems.
• Perform release management to include commercial software, standard software, and new system releases.
• Automated software updates, security updates, and vendor patches are provided to end-user devices on the enterprise network. Customers must ensure device availability. The resolution of failed updates to mission systems (i.e. classroom computers) are mission funded.
• Provide local Touch Labor services to include installation, troubleshooting, and software updates, security updates, vendor patches (service packs, service releases), on unclassified desktop systems when electronic application means do not exist.
• Build, provide, and advertise patch packages containing software updates, security updates, and vendor patches for push to unclassified end-user devices.
• Resolve unclassified desktop system requests through remote administration actions (troubleshooting, repairing) that do not require touch labor.
• Install approved for use of desktop software on desktop systems residing on the SIPRNET.
• Provide local Touch Labor services to include installation, troubleshooting, software updates, security updates, and vendor patches (service packs, service releases) on desktop systems residing on the SIPRNET when electronic application means do not exist
• Build, provide, and advertise patch packages containing software updates, security updates, and vendor patches for push to end-user devices residing on the SIPRNET.
• Resolve desktop system requests through remote administration actions (troubleshooting, repairing) that do not require touch labor for systems residing on the SIPRNET.
• Provide local common-user Wireless LAN and ICAN touch labor (troubleshooting, repairing, etc.).
• Re-image systems and update systems.
• Provide user training and user documentation.
• Provide status updates as assigned
• Establish and maintain effective professional working relationships with co-workers and management
• Plan tests, prepare test data, execute testing, identify, analyze, and repair errors, and retest an application or module prior to implementation and placing it into production.
• Prepare, update, and distribute end-user and/or system operator's manuals that contain the product design and procedures and other relevant information necessary to use and administer the system. Also, prepare, update, and distribute online help facilities, technical manuals, Standing Operating Procedures (SOPs), and Instructions on the Army Standard software suite and maintain automation documentation and application software inventory documentation library.
• Assist users in identifying service requirements and developing appropriate technical specifications that are consistent with user needs. Provide advice on automating functions, integrating requirements with existing capabilities, communication requirements, control and administration of systems, types of information management systems, operating systems, equipment; infrastructure compatibility.
• Support LCI Core values
• Assist Premises Technicians in their duties.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor

Education & Experience Requirements

• Bachelor’s degree in an IT-related field
• Level II: Minimum of 3 years of experience in an IT environment
• Customer service experience required
• TSL-Level II
• IAT-Level II: Security+,

Skill & Certification Requirements

• IT Help Desk support
• Remedy
• Hardware/Software support
• User/permissions support
• Windows systems Support
• Windows 10
• Desktop, laptop, VTC support
• Microsoft Office Suite
• Professional Certification
• CompTIA Security+ certification preferred
• Demonstrated communication skills verbal and written
• The position requires sitting for long periods of time
• Most duties require extended use of a keyboard and computer monitor
• May require lifting of 20-40 lbs

• LCI is an Equal Opportunity Employer Veteran/Disabled

• Leader Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email hr@lcibest.com