The role of the Service Desk Technician (SDT) is to assist customers who are experiencing any procedural or operating difficulty with the use of IT applications, products or services residing on the network. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed, but the Service Desk Technician is responsible to ensure that an effective solution is provided to the user. The Service Desk Technician shall be the POC for all local enterprise systems issues, create and/or manage trouble tickets, monitor status and report outages to higher HQs as required. Service Desk Technicians work in a team environment on routine maintenance tasks as well as provide customers with training and solutions to more complex issues. Performs question/problem diagnosis and guides users through step-by-step solutions in a service center environment; clearly communicates technical solutions in a user-friendly professional manner. Escalates complex technical issues using the Remedy ticket submission system.
Responsible for recognizing, researching, isolating, and resolving Tier-1 and Tier-2 information systems problems and coordinates referrals to appropriate technical, professional, or service personnel for appropriate service, repairs, training, and follow-up. Maintain, operate, and upgrade all Automation Data Processing Equipment (ADPE), currently consisting of servers, PC systems, (CPU, monitor, keyboard, mouse) laptops, printers, DSN/VOIP phones, and other small peripheral items (KVM switches, CAC readers, etc.)
All aspects of system support to include but not limited to Microsoft Windows Server Active Directory and domain, WINS, DNS, print queues, maintenance of database systems and software, installation of patches and updates as mandated. Maintain and administer enterprise applications, support, analysis, design, testing, and implementation of systems and networks.
Responsibilities
This position description is subject to change at any time as needed to meet the requirements of the program or company.
Install, operate, maintain, and upgrade all supported Automation Data Processing Equipment (ADPE), currently consisting of servers, desktop systems, laptops, printers, tablets, DSN/VOIP phones, and small peripheral items to include KVM switches, CAC readers, etc.
Qualifications
Minimum Qualifications: Education/Certifications: High School diploma required Bachelor’s degree preferred, or equivalent experience preferably in Computer Science or MIS, IS, Engineering, Business, or related field.
At least three (3) years of practical experience working in an operational environment with a minimum of one year focused on information systems, auditing, evaluation assessments and reporting.
Active secret clearance required.
May be required to supervise a team of employees.
Install, operate, maintain, and upgrade all supported Automation Data Processing Equipment (ADPE), currently consisting of servers, desktop systems, laptops, printers, tablets, DSN/VOIP phones, and small peripheral items to include KVM switches, CAC readers, etc.
Must be capable of working in a various weather conditions (i.e., humidity, hot, rainy).
Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.
Minimum Qualifications: Education/Certifications: High School diploma required Bachelor’s degree preferred, or equivalent experience preferably in Computer Science or MIS, IS, Engineering, Business, or related field.
At least three (3) years of practical experience working in an operational environment with a minimum of one year focused on information systems, auditing, evaluation assessments and reporting.
Active secret clearance required.
May be required to supervise a team of employees.
Install, operate, maintain, and upgrade all supported Automation Data Processing Equipment (ADPE), currently consisting of servers, desktop systems, laptops, printers, tablets, DSN/VOIP phones, and small peripheral items to include KVM switches, CAC readers, etc.
Must be capable of working in a various weather conditions (i.e., humidity, hot, rainy).
Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.
This position description is subject to change at any time as needed to meet the requirements of the program or company.
Install, operate, maintain, and upgrade all supported Automation Data Processing Equipment (ADPE), currently consisting of servers, desktop systems, laptops, printers, tablets, DSN/VOIP phones, and small peripheral items to include KVM switches, CAC readers, etc.
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