Intermedia Group has the following open position with one of our clients:
TITLE: Desktop Support Specialist w SECRET Clearance
LOCATION: Rome, NY
NOTE: Although the customer will consider non-local candidates, there is no relocation allowance. Candidates will have to relocate to the site on their own, if not already local
SECURITY CLEARANCE: Secret
REQUIRED CERTIFICATION: CompTIA Security+
CUSTOMER: US AIR FORCE RESEARCH LABORATORY
The Desktop Technician (Tier 2) provides IT support to all users receiving core services from the AFRL/RIOS branch including; delivery, installation, management, troubleshooting and repair facilitation.
Restore normal service operation as quickly and efficiently as possible and minimize the adverse impact on business operations.
IT core services consist of all areas IAW the instructions and guidance listed herein and applies to the Office Automation (Nonsecure Internet Protocol Router (NIPR), Research and Development (R&D) or Defense Research and Engineering Network (DREN) and Secret Internet Protocol Router (SIPR) networks per assigned subnet or ticket.
Troubleshoot and resolve tickets for user incidents and problems under general supervision of senior desktop support technicians.
Perform a wide variety of duties such as hardware and software incident troubleshooting and repair; fulfillment of approved service request and upgrades; and troubleshooting of peripheral devices.
Simulates or recreates user problems to resolve operating difficulties.
Recommends systems modifications to reduce user problems.
Maintains currency and highest level of technical skill in field of expertise.
The position provides resolution/escalation/tracking of requests for desktop support when first tier is unable to resolve the issue.
Configure, maintain and troubleshoot: Information Systems (IS), PC desktops/laptops, peripherals, communication devices, support various Operating Systems (O/S) client and server, and desktop application software.
Deploy PC systems within five business days after receipt of user systems from ADPE Equipment Custodian (EC) and confirmed installation date/time with user
Ensure all TCNO/Notice to Airmen (NOTAM) are properly applied to all systems within the specified suspense dates and report when completed via Information Assurance
Install or assist with installation of client-based desktop software; report security breaches to IA Office; and provide software application assistance for commonly used office automation applications.
Track ticket status using Remedy and update technical notes with meaningful details at a minimum of every three days.
Resolve Remedy tickets within established contract thresholds
Resolve network/telecommunications, Hardware/Software, Applications related issues with users
If necessary, work with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
Work with vendors or other technical resources to troubleshoot desktop support issues.
Restore system to functioning state and gain customer concurrence for
Resolve network/telecommunications related issues with users.
May assist in the following support areas as needed:
Help Desk (Tier 1)
Staging/De-staging - Stage systems within 5 business days of receipt from ADPE Custodian and de-stage according to Air Force regulations and established procedures
VTC Support – scheduling, testing, setup, troubleshooting and facilitation
High school diploma or technical certification in an IT related field and 2 years general help desk/desktop support experience or a two year degree in an IT related field and a minimum of 1 year general desktop support experience
DoD 8570 IAT II certifications as required and current. CompTIA Security+ required to start.
Windows 10 Computing Environment/Operating System Certification or Training Completion Certificate required within 6 months.
Support experience includes desktop, laptop, mobile devices, printer and peripherals, in a campus environment.
Experience with Air Force approved Standard Desktop images (including Windows 7/Windows 8/Windows 10) and approved software.
Working knowledge of Local Area Network (LAN) infrastructure, server hardware and software platforms and related support tools.
Experience with mobile device support to include but not limited to laptops and PDAs.
If you are interested in pursuing this opportunity, please respond back and include the following:
• Full MS WORD Resume
• Required compensation
• Contact information
Upon receipt, one of our managers will contact you to discuss in full