Help Desk Technician

Location: Tampa, FL - MacDill AFB
Security Clearance: Active Secret or higher [Required]
Job Type: Full-Time

Target Salary Range*: $50,000 - $53,000

*This represents the potential salary range for this position depending on education level, years of experience and/or certifications in addition to other position specific requirements which may impact salary

Position Overview

Amatriot is hiring a Help Desk Technician to join the team at MacDill AFB in Tampa, Florida. This high-visibility position is responsible for providing Tier 0, Tier I, and eventually higher-tier systems support, incident response, and escalation in support of the US BICES-X Coalition Support Service Desk. The role requires strong attention to detail, adaptability in a changing environment, and professional customer service.

Key Responsibilities

Customer Support and Incident Resolution

Provide polite, professional, and responsive customer service.
Provide daily face-to-face support to U.S. military and civilian personnel, NATO military personnel, NATO Partner Nations, international students, and host nation civilians.
Provide first-contact and incident resolution to customers with hardware, software, and application problems.
Attempt to resolve as many incidents as possible during first contact or at Tier I.
Escalate detailed incidents efficiently to Tier II or Tier III support as required.
Provide remote end-user software troubleshooting and support.
Provide follow-up actions with customers to ensure resolution of incidents or requests.
Provide advice and training to end users.
May provide desk-side support to users.

Systems Support and Administration

Remotely configure and upgrade computer software.
Analyze customer needs to determine functional and cross-functional requirements.
Manage the functionality and efficiency of a group of computers running on one or more operating systems.
Maintain the integrity and security of systems.
Support users with completing requests for deployment of new services, as required.
Maintain system documentation.
Develop and monitor policies and standards for allocation related to the use of computing resources.
Adhere to the principles, methods, and techniques used in network administration and support.

Technical Knowledge and Team Support

Apply comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
Maintain current knowledge of relevant technologies as assigned.
Maintain and enhance knowledge of related hardware and software.
Provide guidance and work leadership to less experienced technicians and may have limited supervisory responsibilities.
Participate in special projects as required.

Qualifications

Education

BA/BS degree - Additional years of experience may be substituted for the degree.

Experience

3 years of experience required.
2+ years of experience with common IT infrastructure services, including DNS, DHCP, and troubleshooting connectivity issues.

Skills

Strong teamwork skills, including the ability to coordinate with many different work centers.
Strong and professional customer relationship skills.
Attention to detail and ability to adapt to a changing environment.

Certifications

Must meet DoD 8570 requirements and be eligible for IAT Level II access upon hire for positions with elevated privileges.
Must possess and maintain active Security+ CE certification.
Must complete computing environment training within 2 weeks of hire.
Professional certification in one or more specific technologies may be required, depending on job assignment.

Clearance

Must possess and maintain a Secret clearance.

Other Requirements

This position requires shift work, which could include day, afternoon, or night shifts, as well as weekends and holidays.
Work is typically performed at client site locations, requiring proper safety precautions.
Work may require some physical effort in handling light materials, boxes, or equipment.

Preferred Qualifications

Experience supporting multinational customers.
Experience operating in deployed environments.
Experience with user, administrative, and service account creation and management.
Experience with direct customer support for both internal and external customers.
Experience with Server STIGs, patching, Tenable, ACAS, SCCM, and IAVA vulnerabilities.
Experience with Group Policy and Windows PowerShell.
Experience with multiple operating systems and scripting languages.
Experience with the principles, methods, and techniques used in Microsoft Server 2008, 2012, and 2016 administration, troubleshooting, and support.
Experience implementing and maintaining systems documentation.
Experience developing training for both internal and external customers.
Experience managing, monitoring, and responding to key server infrastructure alerts.
Experience with ServiceNow, SCCM, Exchange, and IDPA technologies.
Experience with VMware, Horizon View, and other virtualization technologies.
Experience working with military customers.
ITIL Foundations v4 certification.
Additional specific certifications may be required, depending on job assignment.

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