IT Helpdesk Technician

Description

CSA Global Inc. is seeking an Information Technology (IT) Helpdesk Technician onsite at the Commander Navy Installations Command (CNIC) Headquarters at the Washington Navy Yard, DC.  Provides second-tier support to end users for either PC, server, or mainframe applications and hardware. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties. Recommend systems modifications to reduce user problems.

For nearly 50 years, CSA has delivered integrated technology and operational support services to meet the defense and federal sector's most complex enterprise needs. Working from operations centers and shipyards to training sites and program offices, CSA deploys experienced teams, innovative tools and proven processes to advance federal missions. 

How Your Role Will Make an Impact:

• Support, troubleshoot, and remediate issues pertaining to current and future versions of desktop operating systems to include, but not limited to, Windows 10 operating systems and periodic system updates.
• Install, support, troubleshoot and remediate issues pertaining to new/reissued PC hardware and software.
• Accurately complete CNIC user agreement forms and other processes associated with property control, and obtaining the necessary signatures, and distributing forms in a timely manner.
• Integrate system peripherals such as printers, scanners, digital senders, mass storage devices, etc. into users’ workstations.
• Configure and support end-user network connectivity including, but not limited to, wired LAN and wireless LAN in building 111.
• Demonstrate knowledge of Google's Android and Apple's iOS operating systems used primarily in mobile technology and supported hardware devices such as smartphones and tablets.
• Must be able to demonstrate knowledge in Android's Linux-based open-source technology. Must be able to troubleshoot various users' devices such as major manufacturers for Samsung for Android and iOS Apple iPhone and iPad devices. Know its interface and basic features in accordance with government standards to help customize, troubleshoot, and restore user issues.
• Must have completed Purebred training in order to serve and perform Purebred Agent duties to assist mobile wireless users in registering their derived credentials with DISA database for all wireless devices. Verify Security Technical Implementation Guide (STIG) requirements have been established on user smartphone devices.
• Provide support for all IT equipment, to include PCs, printers, portable computers, multi-function print devices, and smartphone devices, Polycom (video VTC) units and other miscellaneous IT equipment.
• Install, configure, and support current and future versions networking protocols for wired and wireless connectivity, for local and remote users.
• Install, configure, and troubleshoot e-mail client software (Outlook) and guide/assist customers in the management of their email and use of these client applications including, but not limited to, the use of rules and personal folders/archives.
• Log all initial requests for service (i.e., incidents) that circumvent the NMCI Helpdesk (e.g., customer contacts desktop support technician directly) into the CNIC G2 Trouble Ticket Tracking Database within a timeframe mutually agreed upon between the contractor and the government Technical Representative, but no later than 4 business hours after completion of the call.
• Acknowledge all incidents within the timeframe specified.
• Provide detailed documentation of all tasks, troubleshooting steps, and current status of each incident by making appropriate entries in the G2 Trouble Ticket Tracking Database within a timeframe mutually agreed upon between the contractor and the Government’s Technical Representative, but no later than 4 business hours after most recent contact with the customer.
• Perform equipment relocation, installation, expansion, connection/disconnection, upgrades, support/maintenance, and preventive maintenance of computer systems hardware, documentation, and peripheral devices.
• Provide support for CAC (Common Access Card) deployment. Support and troubleshoot smart card readers, middleware, and PKI (Public Key Infrastructure) Certificates. Provide troubleshooting for CNIC personnel regarding CAC cards and their software certificates.
• Deliver unserviceable or excess IT equipment to staging area for disposal.
• Support asset inventory services for IT peripherals to include external hard drives, Apple Smartphones and related wireless devices iPads and Mifi’s, VTC units, monitors, laptops and desktops for 750+ users.

Requirements

What You Will Need to Join Our Award-Winning Team:

• Clearance: Must posses and maintain an active Secret Clearance.
• Education: Bachelor’s degree
• Six years of technical experience with a wide range of hardware and software applications.
• Must possess excellent customer interface skills. 

What sets you apart: 

• Bachelor's degree in information technology or computer science.
• 3+ years of experience providing Tier 2/desktop support in a DoD, federal government, military, or large enterprise environment.
• CompTIA A+, Network+, or equivalent technical certifications. 
• Strong knowledge of Windows 10/11, Microsoft 365, Active Directory, Group Policy, TCP/IP, DNS, DHCP, LAN/WLAN, VPN, and enterprise endpoint troubleshooting. 
• Experience installing, configuring, imaging, upgrading, and troubleshooting desktop and laptop hardware, printers, scanners, multifunction devices, monitors, docking stations, and other IT peripherals. 
• Demonstrated experience supporting Apple iOS/iPadOS and Android smartphones and tablets in an enterprise environment. 
• Experience with mobile device management (MDM) technologies and enterprise mobile security requirements. 
• Experience troubleshooting CAC/PIV smart cards, readers, middleware, PKI certificates, and derived credentials. 
• Knowledge of DoD cybersecurity requirements, DISA STIGs, endpoint hardening, vulnerability remediation, and security compliance. 
• Completion of Purebred training and/or experience performing Purebred Agent functions is highly desirable. 
• Experience supporting Polycom or other video teleconferencing (VTC) systems is desirable. 
• Experience with enterprise IT service-management/ticketing systems and the ability to maintain detailed incident documentation in accordance with established SLAs. 
• Experience with IT asset management, property accountability, equipment inventory, deployment, relocation, and disposal procedures. 
• Strong troubleshooting, analytical, organizational, documentation, and customer-service skills. 
• Excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical personnel. 
• Ability to work independently, prioritize multiple incidents, meet established response/resolution timelines, and collaborate effectively with network, cybersecurity, systems engineering, and application support teams. 

Physical Requirements:

While performing the duties of this job, the employee is regularly required to:

• Sit for extended periods of time and work at a computer workstation
• Use hands and fingers to operate keyboards, mice, and other input devices
• Communicate effectively, both verbally and in writing
• Specific vision abilities required may include close vision, distance vision, depth perception, and the ability to adjust
• Stand, walk, bend, or reach; Access equipment located in data centers, offices, or under desks
• Lift and/or move equipment weighing up to 25 pounds

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, in accordance with the Americans with Disabilities Act (ADA).