Help Desk Technician - TS/SCI - Scott AFB, Illinois
Provides technical support and troubleshooting to network; desktop; and/or systems hardware and software. 1. Screens; refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems. 2. Installs; configures; and upgrades computer hardware and software. 3. Provides end-user software troubleshooting and support. 4. Applies diagnostic techniques to identify problems; investigate causes; and recommend solutions. 5. Provides troubleshooting and support. 6. Assists in the administration of e-mail systems. 7. Provides phone and help-desk support for local and off-site users. 8. Maintains current knowledge of relevant technologies as assigned. 9. Participates in special projects as required. Contract requires: Provide onsite 24x7 coverage of basic help desk support tasks using the customer enclave referred to as the IIS. Perform intermediate skill level tasks in coordination with and supporting customer personnel performing advanced skill level network security tasks. Perform Client Support Technician (CST) tasks on basic level functions such as answering user calls and logging user/system problems in the provided ticketing system; resetting passwords; basic system trouble shooting; and updating user online information. Intermediate level tasks will provide support for Vulnerability Management Systems (VMS); Assured Compliance Assessment Solution (ACAS); Host Based Security System (HBSS); and server backups. All tasks will be entered into the provided ticketing system. Provide basic and intermediate level CST support for users with accounts on NIPRNet; SIPRNet; and JWICS domains. Provide basic and intermediate level CST support for users for SIPRNet Web portal accounts and deployable secure IIS equipment connectivity accounts; such as Global Rapid Response Intelligence Package (GRRIP) user accounts. Support SIPRNet and JWICS domain VTC suites in customer workspaces to include VTC system operations check; initial system troubleshooting; and basic VTC operation assistance for customer personnel. Coordinate with VTC schedulers and distant end users as required. Install and maintain IIS computers and enclave infrastructure equipment. Tasks include physical movements; preventative maintenance; and network fiber installation. Provide support for the Secure Entry Point (SEP) which provides secure reach back for GRRIP systems. Monitor SEP server operation 24x7; perform initial troubleshooting and apply corrective actions in the event of a SEP outage; assist remote users attempting to connect to the SEP; assist users in connecting to backup SEP as required; assist users with GRRIP operations. Notify customer personnel if advanced skills are required to correct the problem. Perform weekly retina vulnerability scans; importing scan results into VMS and acknowledging identified vulnerabilities in VMS. Identify corrective actions for the identified vulnerabilities. Complete required DISA online training prior to performing these tasks. Perform weekly ACAS scans and identify vulnerabilities; research corrective actions and provide feedback to customer personnel. Complete DISA required online training prior to performing these tasks. Check DISA website weekly for Secure Configuration Compliance Validation Initiative (SCCVI) and Fragmentary Orders (FRAGO) updates and load the newest version on network servers. Load updated versions of HBSS as required; monitor the Host Intrusions Prevention System (HIPS) and create exceptions to allow the system to function properly. Administer policy auditor to ensure compliance with mandates; load McAfee client software to servers and workstations and download new version of client software to install on stand-alone systems. Complete DISA required online training prior to performing these tasks. Perform routine server backups as scheduled by customer personnel. Document shift activity in the provided tracking system by the end of their duty shift to include customer calls; trouble tickets (with #s) initiated during the shift and trouble tickets closed during the shift; and assigned tasks performed or completed. Enter user/system problems into the provided tracking system within one hour of problem identification and process tickets per provided guidance within two hours of problem resolution or by the end of each duty shift. Education Requires a High School Diploma or GED, Associate's Degree preferred. Qualifications 1-3 years of directly related experience supporting help desk operations. Experience supporting equipment and systems specified in the Job Responsibilities section is highly desired. Shall have a minimum of Information Assurance Technical (IAT) II level Department of Defense (DoD) 8570 certification. #CJpost#DPOST As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.