Helpdesk Support III

SUMMARY

Provides on-site technical support to the U.S. Army Medical Research Institute of Chemical Defense (USAMRICD) employees regarding technical aspects of assigned products to include networks and servers. Work performed on Aberdeen Proving Ground, MD.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Answers specific questions about installation, operation, configuration, customization, and usage of assigned products.

• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.

• Supports users in both NIPRNet and SIPRNet environments.

• Administers user accounts and computers in Active Directory.

• Performs physical security checks on classified storage containers and network access ports.

• Verifies that security procedures are being followed to safeguard network resources.

• Configures iPhones for mobile user accounts by installing DoD security and encryption apps.

• Assists users with hardware and software purchasing consultations.

• Performs testing and verification of software to determine net worthiness.

• Assists with the approval of removable hardware using the Data Loss Prevention (DLP approval) process.

• Performs CAC pin number resets.

• Maintains inventory of department assets and performs annual checks for accountability of equipment.

• Escalates complex problems to senior level contract support team members.

• Maintains regular and punctual attendance.

• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES

None.

MINIMUM QUALIFICATIONS

• Knowledge of hardware and/or software products required.

• Experience in the use of problem management database and help desk system.

• Certifications as stipulated in DoD 8570.01 and DoD 8570.01-M:

• Baseline cert

• CompTIA Security+ (CE)

• Computing Environment cert

• Microsoft Modern Desktop Administrator Associate (MD100 and MD-101) or Microsoft Certified Solutions Associate (MCSA) or Microsoft 365 Fundamentals (MS-900)

• Must obtain and maintain a Secret Security clearance (U.S. Citizenship required).

• Must obtain and maintain any necessary security access and/or background checks.

DESIRED QUALIFICATIONS & SKILLS

• Three (3) + years of experience as a Helpdesk Specialist in multi-server environments customer service experience, or equivalent training and experience preferred.

• Strong communications skills and the ability to communicate technical issues effectively.

Job Requirements

WORK SCHEDULE

Full-time. May be required to work additional hours as needed to complete assignment or project.

TRAVEL

None.

DRIVING REQUIREMENTS

None.

WORK ENVIRONMENT

Work is performed primarily indoors at a well-lit office or server room environment. The environment is normally air conditioned, but conditions may change depending upon circumstances. Work may need to be performed in a fast-paced environment requiring quick thinking and rapid judgments. The employee will be exposed to a wide variety of clients in differing functions, personalities, and abilities.

PHYSICAL DEMANDS

Position consists of sitting for long periods of time, using hands/ fingers, handling, reaching with hands and arms, speaking, or translating. Periods of walking, standing, bending, kneeling, stooping, crouching, and lifting equipment weighing up to 30 pounds. Moderate to extended periods of office work with heavy periods of computer usage. It is Katmai Management Service's business philosophy and practices to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

Compliance:

To be considered for this position, all applicants must apply on the company website, https://katmaicorp.com/life-at-katmai/

We are a VEVRAA Federal Contractor

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or national origin, disability status, protected veteran status, marital status, familial status or any other characteristic protected by law. https://katmaicorp.com/life-at-katmai/#equal_opportunity Preference will be given to Ouzinkie Shareholders, Descendants of Shareholders and Spouses of Shareholders in accordance with Title 43 U.S. Code 1626(g) and Title 42 U.S. Code 2000e

• 2(i).

Executive Order 11246, as amended, protects applicants and employees from discrimination based on inquiring about, disclosing, or discussing their compensation or the compensation of other applicants or employees.

Benefits Package

Eligible

Education

High School Diploma / GED

Category

Information Technology

Exemption Type

Non-Exempt

Travel

None