Help Desk Technical Tier II Support

Help Desk Technical Tier II Support

• Troubleshoot, implement, and provide configuration of network hardware and software.
• Monitor and maintain, troubleshoot, and identify network devices’ source(s) of problems.
• Analyze functional problems and determine techniques/requirements feasible for expedited solutions.
• Apply best practices in compliance with DISA guidelines.
• Utilize network management tools (e.g., Solarwinds) to monitor, evaluate, and report health statistics of WAN/LAN.
• Diagnose and troubleshoot to restore technical service.
• Repair end-user software and hardware problems, including repairing user desktops, laptops, printers, multi-function devices (“all-in-one”), desk phones, and wireless devices (e.g. cell phones, and mobile Wi-Fi devices, etc.).
• Solve issues related to network access, network storage, email.
• Test and image desktops and laptops.
• Diagnose and troubleshoot Wi-Fi network and devices connected to Wi-Fi network.
• Provide Windows systems administration support, including support for multiple Windows OS variants, virtualization technologies, troubleshooting, and resolving issues.
• Diagnosis, operation, administration, configuration, and maintenance of the Remedy Trouble Ticket system.
• Update, maintain, and validate known error database.
• Accountable for administration of Remedy Action Request System solutions.
• Development, publication, and maintenance of statistical, management, and custom reports.
• Support Information Assurance by updating and maintaining content, classification, and protection of the organization’s Web sites as well as Access management.
• Participate in daily and weekly workplace meetings, as required.
• Abide by all corporate, Government, and local labor laws and regulations.
• Apply performance standards and quality control standards as directed by Standard Operating Procedures.
• Abide by all safety and security rules and regulations.
• Perform other duties related to the job position.

Qualifications

This position requires:

• US Citizenship
• US DOD Secret Clearance
• A valid current US Passport

Required Certifications – Must possess one (1) of the following certifications:

• CCNA-Security
• CySA+
• Security+CE
• GICSP
• GSEC
• CND
• SSCP
• Must maintain active certification throughout employment.

Additional Requirements:

• Bachelor’s degree in Computer Science.
• Minimum six (6) years of professional related work experience.
• Minimum two (2) years of experience in a military environment.
• Must possess work experience with current best practices in IT standard, principles (Information Technology Infrastructure Library {ITIL}), and security practices.
• Proficient in IP communications and packet analysis.
• Detailed knowledge of Central Authentication, Authorization and Accounting via Terminal Access Controller Access Control System (TACACS+).
• Must possess detailed knowledge of layer 3 technologies, such as HSRP, EIGRP, and BGP.
• Must possess detailed knowledge of layer 2 technologies, such as Rapid Spanning-Tree.
• Knowledge of end-to-end Quality of Service (QoS) and multicast design and implementation.
• Experience with and knowledge of Generic Routing Encapsulation (GRE), Internet Protocol Security (IPSEC), and Dynamic Multipoint Virtual Private Network (DMVPN) deployments and configurations.
• Must have detailed knowledge of access control lists and security practices.
• Knowledge and familiarity with Cisco Internetwork Operating System (IOS) based routers within the ASR 1000, 3900, 3800, and 2800 families; Cisco IOS based switches within the 6500, 4500, and 3750 families.
• Must possess network troubleshooting skills and knowledge of networks.
• Technical documentation skills are required.
• In lieu of a BS degree, must possess an Associate’s degree and seven (7) years of recent specialized experience.
• In lieu of any degree, must possess eleven (11) years of related specialized work experience.
• Effective interpersonal and communication (written and verbal) skills.

DataPath is an equal opportunity employer committed to building a diverse global workforce that values teamwork, integrity, innovation, leadership, and an unwavering commitment to our customers.