IT Support Technician

The Team and the Role

INDUS is a 100% employee-owned, customer-focused government services provider with expertise in Engineering, Information Technology, Cybersecurity, Program/Financial Management, Logistics, and Data Analytics. At INDUS, we believe in the value of the INDUS team. Together we deliver exceptional customer service, foster a growth and support-centered work environment, and focus on how we can give back to the communities that we serve. Empowering our employees starts on day one and creates an environment full of innovation and promise. By offering mentorship and robust Training and Development opportunities, INDUS continues its pursuit to be the Employer of Choice. 

The Southern California (SOCAL) Fleet Operational Readiness Division, Code 25, manages the air, surface, submarine, and combat system test and analysis, weapon evaluation, mobile target, tactical exercise analysis, magnetic signature reduction, and range support programs assigned to the Department’s Southern California operations. Code 25 prepares, operates, maintains, and repairs underwater acoustic tracking instrumentation, mobile Anti-Submarine Warfare (ASW) targets MK 30, unmanned underwater vehicles and other ASW targets. They provide and conduct direct liaison with Southern California Offshore Range Extension (SCORE) and Fleet range users on matters dealing with underwater range scheduling, underwater tracking instrumentation, and technical support services for range/off-range operations. In addition, they perform aircraft, surface ship, and submarine shipboard electronic systems evaluation and radiated noise measurements, analysis, and reporting. They support the Department’s ship test and analysis functions in Southern California. They operate and maintain the San Clemente Island Underwater Range (SCIUR), Fleet Operational Readiness and Accuracy Check Site (FORACS) and Shipboard Electronics Systems Evaluation Facility (SESEF) ship test ranges in the Southern California area and the Magnetic Silencing Facility (MSF) treatment and measurement facilities.

Reporting to the Program Manager, the IT Support Technician provides technical, operational, and administrative information technology support to Department of Defense (DoD) and Department of the Navy (DON) personnel and organizations. The position supports the operation, maintenance, troubleshooting, configuration, and use of computer systems, hardware, software, networks, databases, and associated information systems. The Computer User Support Specialist provides direct technical assistance to computer users, resolving hardware, software, connectivity, printing, electronic mail, operating system, and application-related issues. Support is provided in person, by telephone, and through authorized electronic communication and remote-support methods on the San Diego Detachment Support Services contract. This position is located in San Diego, CA.

What You'll Do

• Provide direct technical assistance to Government and contractor personnel experiencing computer hardware, software, network, peripheral, application, or operating system issues.
• Diagnose, troubleshoot, and resolve desktop, laptop, workstation, docking station, monitor, printer, peripheral, and other end-user computing equipment problems.
• Install, configure, update, maintain, and troubleshoot approved operating systems, applications, software packages, drivers, and supporting components.
• Assist users with network connectivity, remote access, authentication, account access, electronic mail, printing, shared resources, and other authorized computing services.
• Troubleshoot computer performance, software compatibility, hardware functionality, configuration, and system connectivity issues.
• Coordinate with Navy Marine Corps Intranet (NMCI), enterprise service providers, Government IT personnel, and other authorized support organizations to resolve issues requiring elevated access or specialized support.
• Assist with computer replacement, equipment refresh, system migration, workstation setup, equipment relocation, and end-of-life equipment disposition activities.
• Support implementation of approved software patches, security updates, operating system upgrades, and vulnerability remediation actions.
• Assist in identifying, documenting, and resolving cybersecurity and IA deficiencies affecting assigned computer systems.
• Coordinate with the ISSO and Government technical leads regarding cybersecurity findings, required remediation, technical issues, and corrective-action status.
• Support authorized system configuration, security compliance, access-control, and technical verification activities.
• Maintain awareness of applicable cybersecurity policies, system access requirements, approved software restrictions, and Government computing procedures.
• Provide technical support for authorized Government applications, databases, and information systems.
• Assist users with data entry, information retrieval, report generation, application functionality, and system-related technical issues.
• Support database maintenance, data validation, data transfers, records updates, queries, and generation of database-based deliverables.
• Generate, maintain, and update computer-based reports, spreadsheets, technical briefs, program records, schedules, status reports, and other assigned work products.
• Support information-management activities involving financial, management, project-planning, personnel-qualification, logistics, procurement, technical, and maintenance information.
• Use approved commercial and Government software to collect, organize, analyze, validate, and present technical and administrative information.
• Assist with development, testing, troubleshooting, and improvement of computer-based processes, databases, reports, and automated work products.
• Participate in testing new or modified applications, databases, processes, or reporting tools and document identified deficiencies or recommended improvements.
• Recommend computer-based process improvements to enhance accuracy, efficiency, consistency, accessibility, or reliability of information-management activities.
• Develop and maintain technical instructions, user guides, troubleshooting procedures, process documentation, and other assigned technical materials.
• Provide user instruction and training regarding approved software, computer systems, applications, new processes, and established technical procedures.
• Assist Government and contractor personnel in understanding and effectively using assigned information systems and computing resources.
• Maintain accurate records of technical support requests, troubleshooting actions, equipment changes, system updates, remediation activities, and issue resolution.
• Track assigned technical actions, unresolved issues, dependencies, and support requirements through completion or authorized escalation.
• Communicate technical status, recurring problems, cybersecurity concerns, system deficiencies, and unresolved support requirements to appropriate Government representatives and program leadership.
• Participate in technical coordination meetings, system reviews, process-improvement discussions, and other activities related to assigned IT and information-management responsibilities.
• Maintain professional working relationships with Government personnel, end users, technical support organizations, cybersecurity personnel, and other authorized stakeholders.
• Safeguard Controlled Unclassified Information (CUI), Personally Identifiable Information (PII), proprietary information, and other sensitive Government or company information.
• Perform additional computer user support, IT, IA, database, reporting, documentation, and information-management functions within the scope of assigned responsibilities.
• Bid and proposal support if requested.
• Other duties as assigned.

What We're Looking For

Required Qualifications:

• An active secret clearance is required to be considered for this position.
• HS Diploma required.  
• At least three (3) years of experience: 
  • Providing computer user support, IT help-desk support, desktop support, technical troubleshooting, or related information technology services.
  • Installing, configuring, troubleshooting, and supporting computer hardware, operating systems, software applications, and peripheral devices.
  • Supporting Microsoft Windows-based computer systems and common Microsoft productivity applications.
  • Diagnosing and resolving technical problems and communicating solutions to end users.
  • Documenting technical support activities, maintaining records, and coordinating unresolved technical issues.
  • Supporting DoD, DON, Federal Government, or comparable enterprise IT environments.
• At least two (2) years of experience:
  • Supporting databases, data collection, data validation, automated reporting, or information-management systems.
  • Developing technical documentation, user guides, computer-based work products, or process improvements.
  • Supporting Navy ERP, ASM, or comparable Government information systems.
• At least one (1) year of experience:
  • Supporting NMCI or other Navy enterprise computing environments.
  • Supporting Government cybersecurity, IA, patching, vulnerability remediation, or system-compliance activities.
  • Coordinating technical issues with ISSOs, Government technical leads, or enterprise IT service providers.
• Knowledge of computer hardware, desktop and laptop systems, peripherals, workstation configurations, hardware diagnostics, software installation, system configuration, and troubleshooting methodologies.
• Knowledge of basic networking, including TCP/IP, network resources, authentication, remote access, and enterprise computing environments.
• Knowledge of cybersecurity fundamentals, IA requirements, vulnerability remediation, approved system configuration practices, DoD/DON IT environments, NMCI, Government computing policies, and enterprise support processes.
• Knowledge of database concepts, data entry, information retrieval, data validation, records maintenance, computer-based reporting, spreadsheets, document preparation, and information-management processes.
• Knowledge of technical documentation, user training, process improvement, technical support procedures, incident documentation, equipment accountability, and escalation processes involving Government IT and cybersecurity personnel.
• Proficiency in installing, configuring, maintaining, and supporting Microsoft Windows-based computer systems.
• Ability to independently diagnose and resolve routine and moderately complex hardware, software, application, peripheral, printer, and connectivity issues; perform equipment replacement and system configuration; identify cybersecurity concerns; and support approved remediation.
• Ability to research technical problems, evaluate available information, learn unfamiliar applications and Government information systems, and identify issues requiring specialized support, elevated privileges, or Government authorization for appropriate escalation.
• Ability to manage multiple technical support requests and competing priorities while maintaining customer responsiveness.
• Ability to collect, organize, validate, and maintain accurate technical and administrative data, including developing computer-generated reports, technical records, process documentation, and other assigned work products.
• Ability to identify process improvements and recommend practical technical solutions.
• Ability to provide clear user instruction and communicate technical issues, risks, remediation status, and unresolved concerns to Government representatives, program leadership, and other stakeholders.
• Ability to work effectively with Government personnel, technical organizations, and cybersecurity personnel while safeguarding sensitive Government, company, and personnel information.
• Ability to work independently with minimal day-to-day supervision within established technical, security, and contractual authority.
• Must possess basic computer literacy and data entry skills.
• Demonstrated proficiency in Microsoft Office applications (to include MS Word, Excel, PowerPoint, etc.).
• Strong attention to detail and organizational skills.
• Excellent verbal and written communication skills.
• Demonstrated problem-solving skills.
• Must possess strong time management skills.
• Must be able to work in a fast-paced, changing, and challenging environment.
• Travel Required ~10% travel required.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

Desired Qualifications:

• CompTIA Security + or a bachelor's degree from an accredited university preferred.
• CompTIA A+, Network+, or other relevant industry certifications preferred.
• Familiarity with Government systems such as Navy Enterprise Resource Planning (ERP), Advanced Skills Management (ASM), and other authorized Navy information systems is preferred.

Physical Requirements:

• Must be able to remain seated in a stationary position 50% of the time. Must also be able to alternate between sitting, standing, and walking. 
• The ability to lift items that may weigh up to 50 pounds. 
• The work requires some physical exertion, such as long periods of standing, or recurring and considerable walking, stooping, bending, crouching, and climbing such as performing regular shop activities, inspections, or to observe and study operations in an industrial or comparable work area, or on-board ships, submarines, and/or in weapon facilities. 

INDUS aims to provide a competitive compensation package, including a strong pay for performance rewards approach. The expected base pay range for this position is $39.78/hr - $43.76/hr. This position is eligible to participate in our corporate 401(k) and Employee Stock Ownership Plan (ESOP) programs, and may be eligible for performance bonuses, and other rewards and benefits (see more about our compensation package and benefits offered at Culture @ INDUS | INDUS Technology). The pay range for this role considers job-related knowledge, skills, work location, education and training, and certifications. To drive fair pay practices for employees, INDUS conducts regular comparisons across our employee groups and the industry.

INDUS is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic.

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