REQ#: RQ74120 Help Desk Technician TS/SCI Scott AFB, Illinois (Open)
Travel Required: Less than 10%
Requisition Type: Regular
Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software.
1. Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems. 2. Installs, configures, and upgrades computer hardware and software. 3. Provides end-user software troubleshooting and support. 4. Applies diagnostic techniques to identify problems, investigate causes, and recommend solutions. 5. Provides troubleshooting and support. 6. Assists in the administration of e-mail systems. 7. Provides phone and help-desk support for local and off-site users. 8. Maintains current knowledge of relevant technologies as assigned. 9. Participates in special projects as required.
Contract requires: Provide onsite 24x7 coverage of basic Help Desk support tasks using the customer enclave referred to as the IIS. Perform intermediate skill level tasks in coordination with and supporting customer personnel performing advanced skill level network security tasks.
Perform Client Support Technician (CST) tasks on basic level functions such as answering user calls and logging user/system problems in the provided ticketing system, resetting passwords, basic system trouble shooting, and updating user online information.
-Perform basic CST tasks. - Answer user calls, log user information in provided ticketing system. - Determine user system issue by analyzing symptoms & identifying underlying problem. - Reset user passwords. - Update user online information. - Build/update/unlock/delete user SIPRNet accounts. - Build/update/ unlock/delete user GRRIP accounts. - Build/update/ unlock/delete user Service Manager accounts. - Build/update/ unlock/delete Organization box/Distro List accounts. - Build/update/ unlock/delete user SIPRNet Web Portal accounts. - Coordinate with ESD to build/update/repair/delete user SIPRNet accounts. - Coordinate with ESD to build/update/repair/delete organizational SIPRNet accounts. - Coordinate with users on process to repair/replace SIPRNet Token cards. - Update user Information Assurance training dates. - Image and install workstations, update printer configuration, map network drives. - Install/update software on user workstations. - Inventory COMSEC materials (each shift). - Explain to Senior Leaders their mobile handheld device functions. - Diagnosing CAC/Token issues, provide POC information for resolution. - Train users in diagnosing Outlook Web Access (OWA), Virtual Private Network (VPN) Wireless access accounts & issues. - Support users with Microsoft Office, Defense Connect Online program questions/issues. - Initiate Classified Message Incident (CMI) checklist and notify Security Manager. - Facilitate operation of SIPRNet and JWICS VTC suites for online meetings. - Troubleshooting and fixing software, hardware or network issues. - Configuring workstations, servers and other hardware. - Perform diagnostic testing. - Maintain remote control tools used to assist users remotely. - Install or replace various hardware components. - Install/update Antivirus files for HBSS. - Load updated versions of HBSS as required, monitor the Host Intrusions Prevention System (HIPS) and create exceptions to allow the system to function properly. - Monitor and update VMX and respond to Information Assurance Vulnerability Alert (IAVA) messages. - Setup user work areas during contingency operations . - Maintain correct EMSEC procedures and equipment layout. - Monitor and apply DISA STIGs. - Perform and monitor system backups. - Perform weekly SnapShot backups of virtual servers. - Coordinate with vendors to determine cause/develop resolution of software/hardware malfunctions - Manually check servers once a shift (24x7) to ensure they are functioning correctly and have the latest security patches. - Monitor SEP server to ensure it is fully functioning, assist remote users to facilitate connectivity, perform troubleshooting checklist, notify Government personnel if advanced skills are required. - Perform weekly ACAS scans and acknowledge vulnerabilities, research fix action and provide feedback to customer personnel.
AA/AS (or equivalent experience), 3+ years of experience
CompTIA Security+ certification
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.