Job Description

Location: Tampa, FL - MacDill AFB
Security Clearance: Active Secret or higher [Required]
Job Type: Full-Time

Target Salary Range*:$50,000 - $53,000

*This represents the potential salary range for this position depending on education level, years of experience and/or certifications in addition to other position specific requirements which may impact salary

Amatriot is hiring a Help Desk Technician to join the team at MacDill AFB in Tampa, Florida. This high-visibility position is responsible for providing Tier 0, Tier I, and eventually higher-tier systems support, incident response, and escalation in support of the US BICES-X Coalition Support Service Desk. The role requires strong attention to detail, adaptability in a changing environment, and professional customer service.

Key Responsibilities

Customer Support and Incident Resolution

• Provide polite, professional, and responsive customer service.
• Provide daily face-to-face support to U.S. military and civilian personnel, NATO military personnel, NATO Partner Nations, international students, and host nation civilians.
• Provide first-contact and incident resolution to customers with hardware, software, and application problems.
• Attempt to resolve as many incidents as possible during first contact or at Tier I.
• Escalate detailed incidents efficiently to Tier II or Tier III support as required.
• Provide remote end-user software troubleshooting and support.
• Provide follow-up actions with customers to ensure resolution of incidents or requests.
• Provide advice and training to end users.
• May provide desk-side support to users.

Systems Support and Administration

• Remotely configure and upgrade computer software.
• Analyze customer needs to determine functional and cross-functional requirements.
• Manage the functionality and efficiency of a group of computers running on one or more operating systems.
• Maintain the integrity and security of systems.
• Support users with completing requests for deployment of new services, as required.
• Maintain system documentation.
• Develop and monitor policies and standards for allocation related to the use of computing resources.
• Adhere to the principles, methods, and techniques used in network administration and support.

Technical Knowledge and Team Support

• Apply comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
• Maintain current knowledge of relevant technologies as assigned.
• Maintain and enhance knowledge of related hardware and software.
• Provide guidance and work leadership to less experienced technicians and may have limited supervisory responsibilities.
• Participate in special projects as required.

Qualifications

Education

• BA/BS degree - Additional years of experience may be substituted for the degree.

Experience

• 3 years of experience required.
• 2+ years of experience with common IT infrastructure services, including DNS, DHCP, and troubleshooting connectivity issues.

Skills

• Strong teamwork skills, including the ability to coordinate with many different work centers.
• Strong and professional customer relationship skills.
• Attention to detail and ability to adapt to a changing environment.

Certifications

• Must meet DoD 8570 requirements and be eligible for IAT Level II access upon hire for positions with elevated privileges.
• Must possess and maintain active Security+ CE certification.
• Must complete computing environment training within 2 weeks of hire.
• Professional certification in one or more specific technologies may be required, depending on job assignment.

Clearance

• Must possess and maintain a Secret clearance.

Other Requirements

• This position requires shift work, which could include day, afternoon, or night shifts, as well as weekends and holidays.
• Work is typically performed at client site locations, requiring proper safety precautions.
• Work may require some physical effort in handling light materials, boxes, or equipment.

Preferred Qualifications

• Experience supporting multinational customers.
• Experience operating in deployed environments.
• Experience with user, administrative, and service account creation and management.
• Experience with direct customer support for both internal and external customers.
• Experience with Server STIGs, patching, Tenable, ACAS, SCCM, and IAVA vulnerabilities.
• Experience with Group Policy and Windows PowerShell.
• Experience with multiple operating systems and scripting languages.
• Experience with the principles, methods, and techniques used in Microsoft Server 2008, 2012, and 2016 administration, troubleshooting, and support.
• Experience implementing and maintaining systems documentation.
• Experience developing training for both internal and external customers.
• Experience managing, monitoring, and responding to key server infrastructure alerts.
• Experience with ServiceNow, SCCM, Exchange, and IDPA technologies.
• Experience with VMware, Horizon View, and other virtualization technologies.
• Experience working with military customers.
• ITIL Foundations v4 certification.
• Additional specific certifications may be required, depending on job assignment.