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Position Summary

IT Help Desk Technician will provide Tier II technical support to end-user who require assistance at the workstation or docking stations, and perform troubleshooting and repair services for all hardware and software issues, movement of and reinstallation of IT assets during personnel moves, changes and deletions to deployed IT assets, printers, scanners, and other peripherals.

Individual must be able to attain and maintain a valid US Government security clearance to be retained in the position.

Duties & Responsibilities

+ Monitor and manage tickets and requests from users.

+ Provide technical support for the full range of IT tickets and requests from users.

+ Provide on-site technical assistance to end-users at their building/work station

+ Maintain electronic Knowledge Management system.

+ Provide technical support for printers, scanners, and other peripherals.

+ Document service calls and all attempts to resolve errors or issues.

+ Install, configure, troubleshoot and maintain end user equipment and software.

+ Respond to critical service requests and routine service requests.

+ Prepare and submit change request to support additions, moves, and upgrades that affects the network infrastructure.

+ Provide remote and onsite customer support.

+ Provide ISP maintenance, that may require installation, testing, voice mail system, voice firewall and repair of NIPRNET and SIPRNET telecommunications equipment and systems.

+ Participate in the change control process.

+ Perform other duties as required.

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

+ 2-7 years of relevant IT experience

+ DoD Programs experience

+ Security Clearance Statement: This position requires a government security clearance; you must be a US Citizen for consideration.

+ Clearance Level: Secret

+ Certification: CompTIA Security+ or higher

Skill & Certification Requirements

+ Extensive IT help desk/service desk support experience

+ Manage tickets and requests from users

+ IT troubleshooting Techniques

+ Ability to document solutions with MS Office products

+ Must have ability to effectively communicate with management and peer

+ Ability to troubleshoot network incidences and provide a resolution report to management and/or customer

+ Ability to interact with all team members in a mentoring role, this includes assistance in troubleshooting, and transferring knowledge in regards to systems and topologies deployed

+ Ability to provide designs with bill of materials and cost estimate

+ Ability to perform network traffic and performance analysis to determine WAN bandwidth requirement and expected performance

+ Ability to use network trouble shooting tools and techniques

+ Must possess excellent written and verbal communication skills

+ Position requires sitting, for long periods of time. (Sedentary Work)

+ Most duties require extended use of a keyboard and computer monitor

+ Extended Telephone Use

+ May require lifting of 20-50 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 [email protected]