admin | Help Desk Technician in Aberdeen Proving Ground, MD

Help Desk Technician

  • Crawford Thomas Recruiting
  • $62,060.00 - 92,510.00 / Year *
  • Aberdeen Proving Ground, MD 21005
  • Full-Time



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Our client is looking for a Help Desk Technician professional for Communications-Electronics Research, Development and Engineering Center (CERDEC). The individual will provide desk support to enterprise services.

Responsibilities:

  • Provide Tier 1 help desk support to CERDEC personnel. Support includes, but is not limited to: identifying, troubleshooting, resolving, and escalating issues with multiple operating systems to include, but not limited to: computer imaging, profile creation, application installation, computer hardware/software upgrades, and websites.
  • Provide Tier 1 help desk support to printers. Support includes, but is not limited to: identifying, troubleshooting, resolving, and escalating issues with printer maintenance, connectivity issues, and initial set up.
  • Provide Tier 1 help desk support to CERDEC mobile equipment. Support includes, but is not limited to: identifying, troubleshooting, resolving and escalating issues, account creations, and application troubleshooting.
  • Provide alternate Information Management Officer (IMO) support to include, but not limited to: NIPR/SIPR account creation and deletion, hardware and software installation, hardware recommendations and purchase requests, and workstation and mobile device setup and support.
  • Provide alternate IMO support to include, but not limited to: attend RNEC meetings; Change Advisory Board (CAB) council meetings, IMO council meetings, ATHOC meetings that require CERDEC presence.
  • Provide alternate IMO support to include, but not limited: to act as Defense Enterprise Provisioning Online (DEPO) back up. Manage CERDEC email accounts, create mailboxes, create distribution lists.
  • Provides alternate DREN system administrator support to include, but not limited to: troubleshooting/patching DREN systems and troubleshoots network issues.
  • Track requests for support and document findings.
  • Submit remedy tickets to the RNEC.
  • Warranty replace or identify for purchase hardware replacements for any parts that are out of warranty.
  • Provide backup support for VTC capabilities to include connection setup and troubleshooting support.
  • Monitor, claim, update, and complete customer requests through the CIO Portal ticketing system by gathering information, conducting research, and corresponding with customers as required. Convert Portal tickets to Remedy when RNEC/Army Enterprise Service Desk escalation is required.

Requirements:

  • IAT Level 2 (required upon start)
  • Security + CE (required upon start)
  • MCSA* Windows 10 (70-697) for Desktop administration (required upon start)

Desired Security Requirements:

  • Active Secret or Top-Secret clearance


Associated topics: assistance, deskside, help, help desk, information technology support, patient, support analyst, support specialist, technical support specialist, technician


* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.