Technical Support Specialist

Dahlgren, VA; San Diego, CA; Dam Neck/Norfolk, VA; or Great Lakes, IL

Education/Certifications: Bachelor’s Degree in Electrical/Electronic/Computer Engineering, Computer Science, or Information Systems (desired); IAT Level I (required) [A+; CND; Network+; CCNA-Security; or SSCP)

Years of Experience: 2+ years in IT/help desk support (industry, federal, or DoD)

Clearance Level & Investigation: Secret / T3

Citizenship: U.S. Citizenship

IA Cert Level (DoD 8570.01): IAT Level I

Responsibilities:

• Administer and support daily operational requirements of computer network systems including workstation, file servers, and web servers.
• Typical duties involve installation of hardware, software, systems upgrades, network accounts, network security, and web page design, interface and updates, and local system design documentation.
• Maintain, troubleshoot, and implement network security tools including firewalls, anti-virus, and intrusion detection services.
• Train staff on software applicable to position, assist customers with information technology, monitor system configuration (hardware and software), and provide instruction on computers and applications.
• Troubleshoot and resolve system hardware and software issues.
• Manage accounts, network rights, and system access.
• Install and configure hardware, software, and peripherals.
• Perform asset management and inventory of IT resources.
• Monitor and report on system performance.
• Conduct research and provide solutions for complex system problems.
• Develop trend analysis and impact reports.
• Provide phone/email helpdesk support and maintain incident tracking and documentation via solution database (ServiceNow).
• Perform Electronic Media Destruction actions (review documentation & tracking).
• Assist in submitting purchase request actions (quote gathering, preparing purchase requests).
• Provide on-site helpdesk support for current and future IT hardware/software configurations of domain networks.
• Troubleshoot and remediate problems encountered by personnel on networks; install, configure, and maintain software and hardware; and provide training in response to customer requirements or inquiries.
• Perform additional actions required to support electronic classroom deployment.
• Attend meetings and submit associated reports.

Qualifications:

• Two (2) years of related experience in industry, federal or DoD Information Technology (IT)/Help Desk support.
• A Bachelor’s Degree in Electrical/Electronic/Computer Engineering, Computer Science, or Information Systems is desired but not required.
• Requires an IAT Level I certification, covered by one of the following: CompTIA A+; EC-Council Certified Network Defense (CND) v3; CompTIA Network+; CCNA Security; or Systems Security Certified Practitioner (SSCP).
• Must maintain a Secret clearance / T3 investigation and be a U.S. citizen.
• Required Technical Proficiency:
  • Computer networking concepts, protocols, and security methodologies.
  • System performance and availability monitoring.
  • Network access, identity, and access management (e.g., PKI).
  • Remote access technologies.
  • Systems administration concepts.
  • Common network tools (e.g., ping, traceroute, nslookup).
  • Electronic device functionality (computers, network components, peripherals).
  • Operating System command line execution (e.g., ipconfig, netstat).
  • Cloud computing service and deployment models (SaaS, IaaS, PaaS).
  • Network protocols (TCP/IP, DHCP, DNS).
• Required Security Awareness:
  • Cybersecurity principles, threats, and vulnerabilities.
  • National and international cybersecurity laws, regulations, and ethics.
  • Organizational IT user security policies (e.g., account management, access control).
  • Data security standards (PII, PCI, PHI).
  • Information classification, compromise procedures, and incident management processes.
• Required Support and Service Delivery:
  • Risk management processes (assessment and mitigation).
  • Incident data analysis and trend identification.
  • Service desk best practices.
• Required Customer Service and Communication Skills:
  • Technical training development and delivery.
  • Incident tracking and solution database management.
  • Trouble ticketing system utilization (incident, problem, event documentation).
  • Standard Operating Procedure (SOP) development and maintenance.