Job Information
Vectrus Service Desk Tech (IT) in Marshall Islands
Overview
This position is physically located in Iraq in support of LOGCAP
The role of the Service Desk Technician (SDT) is to assist customers who are experiencing any procedural or operating difficulty with the use of IT applications, products or services residing on the network. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed, but the Service Desk Technician is responsible to ensure that an effective solution is provided to the user. The Service Desk Technician shall be the POC for all local enterprise systems issues, create and/or manage trouble tickets, monitor status and report outages to higher HQs as required. Service Desk Technicians work in a team environment on routine maintenance tasks as well as provide customers with training and solutions to more complex issues. Performs question/problem diagnosis and guides users through step-by-step solutions in a service center environment; clearly communicates technical solutions in a user-friendly professional manner. Escalates complex technical issues using the Remedy ticket submission system.
Responsible for recognizing, researching, isolating, and resolving Tier-1 and Tier-2 information systems problems and coordinates referrals to appropriate technical, professional, or service personnel for appropriate service, repairs, training, and follow-up. Maintain, operate, and upgrade all Automation Data Processing Equipment (ADPE), currently consisting of servers, PC systems, (CPU, monitor, keyboard, mouse) laptops, printers, DSN/VOIP phones, and other small peripheral items (KVM switches, CAC readers, etc.)
All aspects of system support to include but not limited to Microsoft Windows Server Active Directory and domain, WINS, DNS, print queues, maintenance of database systems and software, installation of patches and updates as mandated. Maintain and administer enterprise applications, support, analysis, design, testing, and implementation of systems and networks.
Responsibilities
This position description is subject to change at any time as needed to meet the requirements of the program or company.
Install, operate, maintain, and upgrade all supported Automation Data Processing Equipment (ADPE), currently consisting of servers, desktop systems, laptops, printers, tablets, DSN/VOIP phones, and small peripheral items to include KVM switches, CAC readers, etc.
Solid understanding of various Windows operating system versions. Experience with Linux is a plus.
Installing new Windows operating systems on client computers as needed, including installing device drivers and other software required for the computers to operate properly.
Proficient in using Microsoft Systems Management Server (SMS), Microsoft Operations Manager (MOM) or Microsoft System Center Operations Manager (SCOM), Microsoft System Center Configuration Manager (SCCM), and Microsoft Windows Server Update Services (WSUS).
Disassemble, inspect, repair, test, and repair PC systems and printers to motherboard or control board level.
Provide support during the analysis, design, testing, and implementation of systems and networks.
Applies foundational knowledge of IA concepts, practices, and procedures within the computing environment.
Respond to tickets in accordance with SLA guidelines
Record, track, and document the help desk request problem solving process including actions taken through to the final resolution.
Uses work order system to initiate, update, and track all user generated work orders.
Perform required tasks to assist the team with completing work orders.
Provide onsite and remote support to end users, with occasional travel to support offsite locations.
Excellent critical thinking and problem-solving skills.
Patient and professional demeanor, with a can-do attitude.
Performs other duties as assigned.
Qualifications
Minimum Qualifications: Education/Certifications: High School diploma required
Bachelor’s degree preferred, or equivalent experience preferably in Computer Science or MIS, IS, Engineering, Business, or related field.
One year of related academic study above the high school level may be substituted for one year of experience up to a maximum of a 4-year bachelor's degree in a Business Information Systems discipline for three years' general experience.
CompTIA Security+ and MCSA, MCSE, MCITP, MCP or Server+ is required IAW DoD 8570.1-M.
Project Management methodologies
Visualization of quantitative (numerical) or qualitative information
Excellent interpersonal, organization, writing, communicating, and briefing skills.
Excellent analytical and problem-solving skills.
Experience:
At least three (3) years of practical experience working in an operational environment with a minimum of one year focused on information systems, auditing, evaluation assessments and reporting.
Clearance:
Active secret clearance required.
Supervisory Responsibilities:
May be required to supervise a team of employees.
Skills:
Install, operate, maintain, and upgrade all supported Automation Data Processing Equipment (ADPE), currently consisting of servers, desktop systems, laptops, printers, tablets, DSN/VOIP phones, and small peripheral items to include KVM switches, CAC readers, etc.
Solid understanding of various Windows operating system versions. Experience with Linux is a plus.
Installing new Windows operating systems on client computers as needed, including installing device drivers and other software required for the computers to operate properly.
Proficient in using Microsoft Systems Management Server (SMS), Microsoft Operations Manager (MOM) or Microsoft System Center Operations Manager (SCOM), Microsoft System Center Configuration Manager (SCCM), and Microsoft Windows Server Update Services (WSUS).
Disassemble, inspect, repair, test, and repair PC systems and printers to motherboard or control board level.
Provide support during the analysis, design, testing, and implementation of systems and networks.
Applies foundational knowledge of IA concepts, practices, and procedures within the computing environment.
Respond to tickets in accordance with SLA guidelines
Record, track, and document the help desk request problem solving process including actions taken through to the final resolution.
Uses work order system to initiate, update, and track all user generated work orders.
Perform required tasks to assist the team with completing work orders.
Provide onsite and remote support to end users, with occasional travel to support offsite locations.
Excellent critical thinking and problem-solving skills.
Patient and professional demeanor, with a can-do attitude.
Performs other duties as assigned.
Ability to communicate orally and in written English and must possess an advanced level of computer skills in the use of Word, Excel, Power Point, and Outlook.
Working Conditions:
Must be capable of working in a various weather conditions (i.e., humidity, hot, rainy).
Includes some industrial production environment conditions as well.
Physical Requirements:
Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
Work may require heavy lifting, stooping, climbing, prolonged standing, prolonged sitting, and working with or in areas where a potential could exist for exposure to physical, chemical, or biological agents.
Employee use of personal protective equipment (PPE) is required for some situations. PPE includes, but is not limited to, head, foot, torso, respiratory, vision, and hearing protective devices.
Must comply with all Fire and Safety Regulations and post policies.
We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.