Apply on Employer Site

IGNITE · 2 weeks ago

HELP DESK TECHNICIAN II

Huntsville, AL US (Primary)

Full-time

Onsite

Mid, Senior Level

5+ years exp

Ignite is an ISO 9001:2015 and CMMI Services Level 3 certified, Service-Disabled Veteran-Owned Small Business (SDVOSB), headquartered in Huntsville, AL. Ignite is currently seeking a driven, detail-oriented Tier 2 Help Desk Technician to join our team supporting The US Army at Redstone Arsenal, AL, responsible for troubleshooting incidents, managing hardware distribution, and ensuring customer support for complex technical issues.

Defense & Space

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Knowledge of customer support concepts and methods, installed operating systems, and the IT infrastructure to serve as customer technical analyst with responsibility for resolving the most complex customer problems

Working knowledge of and experience working with Microsoft Intune system

Working knowledge of and experience working with Microsoft Power Automate

Perform touch labor to address fixes, configuration, and troubleshoot issues and problems

Knowledge of automated system customer support methods and techniques to include troubleshooting, recovery, adjusting, modifying, improving and resolving computer and software problems

Knowledge of a wide range of applications, operating systems, protocols, IT equipment, techniques, requirements, methods, and procedures to provide desktop automation support to a customer base

Knowledge and skill in applying operating systems principles and methods, and the functionality of the current systems environment to configure systems components such as disk drives, printers, and other peripherals

Serve as the primary POC for incident and problem resolution and escalation

Ensure Information Assurance (IA) requirements are met for all devices

Knowledge of a wide range of automation techniques, requirements, methods, and procedures to evaluate and advise new and emerging technologies

Able to use qualitative and quantitative techniques to evaluate help desk program effectiveness

Working knowledge of and skill in applying maintenance concepts and methods to troubleshoot system problems

Working knowledge of and experience working with local and secure networks

Working knowledge of and experience working with Active Directory

Working knowledge of and experience working with Virtual Desktop Infrastructure (VDI), especially VMware

Assists with interpreting policies, procedures, and strategies that govern the planning and delivery of help desk services

Working knowledge of and experience working in and around the Army environments and familiarity with Classified IT support

Familiar with decommissioning of Army assets and Lifecycle Management SOPs

Perform other duties as assigned

Qualification

CompTIA Security+ certificationMicrosoft IntuneActive DirectoryVirtual Desktop Infrastructure (VDI)Microsoft Power AutomateTroubleshooting techniquesDesktop automation supportCustomer support conceptsIncident resolutionQualitativeQuantitative evaluationIT infrastructure knowledge

Required

High School / GED

Ability to obtain and maintain a U.S. Security Clearance

A minimum of 5 years of work experience in Tier 2 Help Desk Technician or related fields

Must have an active Comp TIA Security + certification

Must have an active Secret Clearance or the ability to obtain one

Must be a US citizen and be able to obtain and hold an active Security Clearance

Preferred

Associate's Degree or Bachelor's Degree with 5 years of related experience in IT field, or equivalent level of hands-on experience