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UICGS / Bowhead Family of Companies · 2 weeks ago

Tier 1 Helpdesk Technician

Oklahoma City, OK

Full-time

Onsite

Entry Level

2+ years exp

UICGS / Bowhead Family of Companies is seeking a Tier 1 Helpdesk Technician to provide support to end users. The technician will be responsible for resolving IT issues and assisting with computer hardware and software usage, while also managing installations and configurations for various systems.

Information Technology & Services

No H1B

Security Clearance Required

U.S. Citizen Only

Hiring Manager

Brian Grant

Responsibilities

Provide multiple tier support to end users

Answer questions or resolve computer problems for clients in person, via telephone or email

Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems

Install separate LAN closet for Government NIPRNET and SIPRNet connection

Install required power and cooling to the LAN closet

Install and configure any hardware and connectivity needed for the Automated Call Distribution (ACD) system

Configure and install agent workstations with EDC/SDC images, peripheral, network connections to support on-premise and virtual service desk analysts

ACD Configuration

Configure cues, voicemail, call record, etc

Test configuration

Configure automation

Connect ACD to facility’s NIPRNet circuit

Establish VPN with CAC connectivity to support remote users

Support integration with ITSM system

Qualification

Microsoft Office365A+ CertificationNetwork+ CertificationSecurity+ CertificationIT Help Desk ExperienceComplex Problem SolvingCoordination & InstructionJudgment & Decision MakingMonitoringOral/Written ComprehensionProblem SensitivityDeductive ReasoningInductive ReasoningInformation OrderingCritical ThinkingActive Listening

Required

2+ years of IT help desk experience

Strong background in Microsoft Office365

Ability to answer questions or resolve computer problems for clients in person, via telephone or email

Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems

Working Day, Swing, or Night shifts

Install separate LAN closet for Government NIPRNET and SIPRNet connection

Install required power and cooling to the LAN closet

Install and configure any hardware and connectivity needed for the Automated Call Distribution (ACD) system

Configure and install agent workstations with EDC/SDC images, peripheral, network connections to support on-premise and virtual service desk analysts

ACD Configuration

Configure cues, voicemail, call record, etc

Test configuration

Configure automation

Connect ACD to facility's NIPRNet circuit

Establish VPN with CAC connectivity to support remote users

Support integration with ITSM system

Ability to sit/stand for prolonged periods of time; confined to workstation

Climbing, stooping, bending, kneeling, crouching or crawling

Pulling or pushing

Prolonged use of video display terminals

Use of hands to finger, handle or feel; hands, arms, feet and legs

Ability to Id and distinguish colors

Irregular work hours

Intense concentration with few opportunities for break

Frequent travel from primary place of work

Unpredictable deadlines or demands for work product

Reach/relocate items above shoulder

Working around machinery

Exposure to extreme cold, humidity or hot temperatures; working outside

Skills: critical thinking, active listening, complex problem solving, coordination & instruction, judgment & decision making, and monitoring

Knowledge: computers & electronics, customer & personal service, telecommunications, administration & management, and engineering & technology

Abilities: oral/written comprehension/expression, problem sensitivity, deductive & inductive reasoning, and information ordering

Must be able to lift up to 25 pounds

Must be able to stand and walk for prolonged amounts of time

Must be able to twist, bend and squat periodically

Must be able to obtain or maintain a security clearance at the Secret level

US Citizenship is a requirement for Secret clearance at this location

Preferred

A+ or Network+ Certificate highly preferred

Security+ Certification highly preferred

Two plus(2+) years professional, relevant experience

Associate's Degree in Management Information Systems, Computer Science, or related field and two years of related experience. Degree may be substituted for experience on a year-to-year basis