Intermediate Help Desk Technician
AI Summary
Provides Tier I–II IT support for classified and unclassified networks (SIPR/NIPR/CENTRIX), troubleshooting hardware, software, and VTC systems, imaging and deploying OS, managing AD, and ensuring SLA-bound ticket resolution.
About this role
**CONTINGENT UPON CONTRACT AWARD**
Overview:
Job Title: Intermediate Help Desk Technician
Security Clearance: Secret
Location: American Samoa
(Due to the nature of the work and contract requirements, U.S. Citizenship is required.)
Description:
C3EL is seeking a cleared Intermediate Help Desk Technician to join our on-site team in American Samoa. This position provides comprehensive IT support across classified and unclassified networks, including desktop, network, and video teleconferencing (VTC) systems. The technician will troubleshoot and resolve technical issues, perform imaging and software deployments, maintain ticket records, and ensure timely resolution in accordance with established Service Level Agreements (SLAs).
Responsibilities will include, but not be limited to:
- Provide Tier I–II technical support for SIPR, NIPR, and CENTRIX environments.
- Troubleshoot and resolve issues related to hardware, software, servers, mobile devices, and A/V equipment.
- Manage and track incidents through Altiris Help Desk and Remedy ticketing systems.
- Perform system imaging and OS deployment using Altiris Deployment Solution (DS) or SCCM.
- Administer and maintain Active Directory accounts, permissions, and group policies.
- Support and troubleshoot network connectivity and configuration issues.
- Escalate complex issues to Tier III support or system engineers as needed.
- Ensure all service requests are completed within established SLAs and documented properly.
- Provide courteous, professional customer service in all end-user interactions.
Minimum Qualifications:
- U.S. Citizenship.
- An active, in-scope US Government issued Secret clearance.
- Current DoD-8570 IAT Level 1 baseline certification (Net+ CE, or equivalent).
- 5–7 years of experience providing IT support services, troubleshooting both hardware and software in mixed environments.
- Demonstrated experience supporting:
- Workstations and laptops across SIPR, NIPR, CENTRIX, and STAMIS networks.
- Active Directory administration and user support.
- OS delivery methods such as Altiris Deployment Solution (DS) and SCCM.
- Help Desk ticket tracking systems (Altiris Help Desk, Remedy).
- VTC/Networking fundamentals and troubleshooting.
Preferred Qualifications:
- Experience providing IT Tiered Support Services within DISA, USARPAC, or USARC environments.
- Extensive knowledge of Altiris Help Desk Solution, Altiris Deployment Solution, and Altiris Software Delivery.
Education:
- A minimum of a High School diploma or equivalent is required.
