Service Desk Hardware Technician

Service Desk Hardware Technician

We are seeking a Service Desk Hardware Technician to support our NORAD / NITES program. This is an onsite position in Colorado Springs with an active Secret clearance as a requirement. Responsibilities include :

• Maintaining organizational inventory and physical accountability of equipment.
• Performing software installations and upgrades to operating systems and layered software packages.
• Able to schedule installations and upgrades and maintains them in accordance with established IT policies and procedures.
• Imaging NIPR & SIPR devices to achieve optimum performance levels.
• Ensuring workstation data integrity by evaluating, implementing, and managing appropriate software and hardware solutions.
• Develop and maintain a comprehensive operating system hardware and software configuration database / library of all supporting documentation.
• Maintain a continuous monitoring effort for all incident and service request to ensure a continuous improvement environment for quality of service.
• Contacting customers to provide real time updates regarding their incident or service request.
• Maintain access to NIPR, SIPR workstations, and all additional programs used to assist the N & NC users.
• Knowledge of DoD Mailbox provisioning using DOD Enterprise Provisioning Online (DEPO).
• Maintain administrative privileges and experience using Active Directory.
• Configuring, imaging, troubleshooting and utilizing Commercial Solution for Classified Solutions (CSFC) devices.
Qualifications :
• Required :
• BS + 2 years experience. Additional work experience can be considered in lieu of a degree.
• Active Secret clearance and able to obtain a TS / SCI.
• Must have a CompTIA A+ certification and a CompTIA Sec+ certification.
• Experience with both Android and Apple IOS systems.
• Experience using Active Directory.
• Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards.
• Must have experience with installing, configuring, and maintaining operating system workstations in support of business processing requirements.
• Must be able to communicate effectively via telephone or in person.
• Must be able to present themselves in a professional manner.
• Must be willing (if needed) to commute to a different location on Peterson SFB.
• Ability to adapt in a fast pace and high demand environment.
• Able to perform Tier-1 troubleshooting at the physical layer.
• Must understand the functional difference and capabilities of both Android and Apple IOS systems.
• Preferred skills :
• Comprehends and informs user base of educated responses in network outages or degradations.
• Develops Tier-1 implementations to ease transference of knowledge to user base.
• Understanding of incident management and COMSPOT reporting.
• Flexibility to provide services during and outside of regular business hours if requested by Government Service Owners / Teams.
• Comprehension of service desk Tactical Training Processes (TTP) & Standard Process Models (SPM).
• Develops and promotes standard operating procedures.
• Conducts routine hardware and software audits of workstations to ensure compliance with established standards, policies, and configuration guidelines.
• Must be comfortable carrying up to 35-50 lbs.
• General knowledge on computer functions, shortcuts and virtual environments.
• Experience using an ITSM tool to drive service delivery and performance.
• Basic Understanding of DoD environment and military rank structure.

Target salary range : $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.