Help Desk

GC&E Federal is seeking a HELP DESK TECHNICIAN– Dugway Proving Grounds, UT. The candidate for this position will work within our team to support our government Information Technology (IT) program with our Dugway Proving Ground client. As a Help Desk Technician - you will ensure successful operations are completed and maintenance of the Information and Infrastructure systems for Dugway Proving Ground and all remote sites.

Primary Responsibilities and Essential Function

Provide Tier II, III technical support to clients via email, phone, and/or other remote and onsite methods to resolve hardware, software, and IT issues on all DPG NIPRNET IT systems. Provide remote and on-site end-user 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, MFDs, printers, scanners, and other computer peripherals. Addresses and responds to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance. Provides customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction. This layer of support is for the complex issues not resolved at the AESD Tier I level. Apply diagnostic techniques to identify and fix problems, investigate causes, and recommend solutions to include but not limited to more complex network, hardware, software, account, and e-mail issues.

• Perform all workstation and desktop support tasks as required based on the most current version of the AITP v13. The portfolio gets updated approximately once per year.
• Provide 10 or more in-person desktop/laptop Tier II & III IT support services per month.
• Perform all VIP desktop issues within two (2) hours of ticket receipt. All VIP work shall be done in-person unless circumstances dictate otherwise or the VIP requests remote support.
• Maintain an up–to-date electronic frequently asked questions (FAQ), SOP, TTP list that provides step-by-step instructions for routine issues such as e.g., Imaging, Installing a MFD, printer or scanner, sharing a printer, installing Software, opening a Word document, etc. Provide all FAQ’s, SOP’s, TTP’s produced to meet this requirement to the COR, Leads and NEC Chiefs quarterly.
• Provide technical support and STIG implementation for MFDs, printers, scanners, and other computer peripherals. Provide completed checklist files with zero open findings or POA&M outlining the actions to follow.
• Document in detail all issues encountered during a service call and all attempts to resolve them in the Remedy database for historical tracking and reference per the NEC Remedy Policy.
• Install, configure, troubleshoot and maintain end user equipment and software, such as computers, printers, peripherals, etc.
• Provide troubleshooting assistance and provisioning for NEC cellphones, to include requests for enterprise email setup.  Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions to include but not limited to network, hardware, software, account, and e-mail basic issues.
• Deploy Government-provided interoperable and integrated standard common user office automation desktop software as approved for use per the DPG-NEC software approval process.
• Provide on-site desktop, software, and peripheral support for NIPRNET customers; priority support (as defined in the AITP) for command staff, unit control center, and directors; report significant outages and/or customer issues to appropriate Government management personnel.
• As required, receive incoming calls, voicemails, e-mails and walk-ins during normal duty hours for IT support and prepare a Remedy service request trouble ticket using Remedy ITSM Service Desk.
• Configure, diagnose, reload, utilize troubleshoot and repair all Office 365 (O365) applications.
• Utilize Active Directory tools to manage user and computer objects..
• Perform imaging on new Life Cycle Replacement (LCR), transferred computers, re-image existing computers within the IATP metric.
• Reimaging of computers to solve troubles should be a last resort and not the “go to” fix within four (4) business days from receipt of work request.
• Perform maintenance on computers and other Automatic Data Processing (ADP) equipment under warranty including, but not limited to assessment of the problem, and replacement of hard drives and other available components. Completed within four (4) working days from receipt of work request or required parts for replacement.
• Ensure installed software has proper documentation/licensing prior to installation onto customer workstation by checking the NEC software tracking list. After installation software list should be updated with computer name, user and license information.
• Remove hard drives from devices to be turned-in and provide hard drives to NEC-IA for proper disposal. Must ensure there is a hardware disposition form provided to IA, Customer for all turn-ins. Paperwork must be kept in an organized file for the life of the contract.
• This equates to a total of approximately 5760 man-hours required per year historically.
• Resolve 95% of tickets submitted within the calendar month. Any tickets remaining open shall have details in the notes section of the ticket on why it cannot be completed and provided to the COR.

Physical Requirements

• Predominantly indoors in normal office environment
• Must be able to sit, stand, walk, stoop, kneel and reach

• Must be able to speak, write, read, and understand English
• May require frequent computer use for several hours at a time
• Frequently work at fast pace with unscheduled interruptions
• Must have visual acuity
• Must be able to lift up-to 25 pounds

Location: 

• Dugway Proving Grounds, UT– This is not a remote position. Local candidates only.

Job Type:

• Full-time

Experience:

• Minimum three (3) years in-depth experience with Microsoft Operating Systems, (e.g., Win10, Microsoft Office Professional), MFDs and other common desktop applications such as Adobe Acrobat, Axway, etc.; ability to quickly learn unique GOTS applications.

• A history of customer service; always project a positive image and professional manner; ability to work within the confines of a set time schedule.
• Knowledge and experience communicating technical support concepts to technical and non-technical personnel; ability to develop technical documents and produce system design documentation.
• Subject matter expert in Windows Operating Systems, Network, Active Directory, Windows application software.
• Strong Network administration skills with the ability to know where to find solutions for complex technical issues.
• Responsible for ensuring successful completion of advanced networking activities, including installing, configuring, managing, and testing virtual computing environments across complex networks.

• Strong problem-solving skills in a fast-paced environment.
• Ability to learn new and complex tools as required.
• Excellent foresight and anticipation to bring authority to the team with influence from past experiences. They should also know how best to leverage lessons learned to succeed.
• Supervisory experience is required. 

Candidate Requirements:

• SECRET Clearance
• CompTIA Certification (Security+)
• Must have appropriate/required certifications and clearances as outlined in DoD Cyber Workforce series (i.e., DoD Directive 8140.01, and DoD Manual 8140.03) at contract start date.
• AZ-040T00: Automating Administration with PowerShell Training – At start at contract start date.
• Microsoft 365 Certified: Modern Desktop Administrator Associate at contract start date.

GC&E Federal offers a competitive benefits package to include: paid holidays, paid time off, medical, dental, vision, flexible spending account, LTD & STD, company paid life insurance, 401(k) and tuition reimbursement.

It is the policy of the company to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by the federal, state, or local laws or regulations.

We affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations.

We are proud to be an EEO employer. We maintain a drug-free workplace and pre-employment drug testing and background checks are required.

The information above has been designed to indicate the general nature and level of work performed by employees with the classification. It is not designed to contain or be interpreted as a comprehensive inventory of duties, responsibilities, and qualifications required of employees assigned to this position.  Duties, responsibilities and activities may change at any time with or without notice.