Help Desk Technician SME

Help Desk Technician SME


DEFTEC delivers mission-critical solutions through skillfully delivered services and innovative products. We are inspired by the critical missions of our clients, and we are driven to provide the most effective solutions to execute their missions, operational challenges, and requirements. Our dedicated, experienced, and talented employees work closely with our clients to ensure the delivery of exceptional services and products.


POSITION OVERVIEW


The Space Command and Control (C2) Government System Program Office (SPO; SSC/BCC) is responsible for developing software and supporting architecture for the Organize, Understand, Plan, Decide, Direct, and Monitor capabilities within the C2 Joint Capability Areas (JCAs). The Space C2 Program Office has a requirement to deliver ATLAS monitoring and system, including deliverables such as Help Desk as a Service, Infrastructure Management, and Quality of Service reports and updated maintenance processes to enable Government management of weapon system performance.


Help Desk Technicians provide around-the-clock Tier 1 technical support for users, resolving incidents and escalating complex issues to Tier 2 as needed. These technicians maintain coverage across all shifts to ensure continuous operations and mission support.

JOB RESPONSIBILITIES:


The following reflects management's definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign additional duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Resolve user issues which will include monthly trend analysis to include lessons learned, job aids to help users mitigate frequent or repeated errors, incident summary analysis, and industry standard metrics


• Answering initial calls, emails, & chats


• Troubleshooting using documented procedures & knowledge base


• Account Management


• Software assistance


• Hardware troubleshooting


• Issue escalation


• Ticket Management


• Prioritization


• Using Remedy and similar management tools to complete and assign trouble tickets for network, PC, laptop, KVM, printer, and other IT issues


• Initiating responses, tracking, updating, reviewing, and concluding actions in Remedy


• Task effort includes manually handling, reviewing and editing messages, turning on/off intercepts and equipment


• Recalling and servicing messages, as well as monitoring systems to maintain continuous system availability


• Perform log analysis; error detection; fault correction; data line alternate routing; message intercept and retrieval


• Perform startups, reboots, server swaps, and shutdown of the systems


• Reporting job status to Gov leadership


• Supporting the customer's annual exercises, planned monthly relocations, and unplanned real-world events


• Performing other duties as required to support the Space C2 Program Office mission

QUALIFICATIONS:


Required Qualifications:

• Must be a U.S. Citizen


• Possess Top Secret security clearance and be eligible for immediate SCI nomination and indoctrination


• Highschool Diploma or higher; Associate degree preferred


• 10+ years' IT Help Desk or technical support experience


• CompTIA Security+ certification


• Advanced technical knowledge in administration of the current and/or previous Windows OS


• Advanced technical knowledge/experience in the installation, maintenance and repair of network client/workstation hardware, printers and other peripheral equipment


• Advanced technical knowledge/experience in the installation, configuration, documentation, operation and maintenance of Microsoft client operating systems, applications and 3rd party software


• Advanced knowledge of government programs working within Government network rules and guidelines


• Strong workflow management skills


• Proven ability to discretely handle sensitive and confidential information


• Excellent communication and organizational skills


• Problem solver, critical thinker, motivated self-starter

Preferred Qualifications:

• Familiarity with USAF systems and ticketing tools like Remedy or ServiceNow


• Customer service training or certifications


• Ability to work rotating shifts, including weekends

Work Location:

• Vandenburg Space Force Bace, CA

DEFTEC offers a comprehensive whole-life benefits package that includes medical, dental, vision, holiday, paid time off, 401K with a match, life insurance, short/long-term disability, and educational reimbursement.


DEFTEC is a Drug-Free Workplace where post-offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria are met as outlined in our policies.

AAP/EEO Statement


DEFTEC Corp is an Equal Opportunity and Affirmative Action Employer and prohibits discrimination and harassment of any typebased on actual or perceived race, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, and medical conditions related to pregnancy, childbirth or breastfeeding),gender, gender identity, and gender expression, religious creed,disability (mental and physical) including HIV and AIDS, medical condition (cancer and genetic characteristics ), genetic information, age, marital status, civil union status, sexual orientation, military and veteran status, denial of family and medical care leave, arrest record and/or any other characteristic(s) protected by federal, state or local law.