Summit Technical Solutionsposted 7 months ago
$58,000 - $58,000/Yr
Full-time • Mid Level
Colorado Springs, CO
Professional, Scientific, and Technical Services

About the position

The Help Desk Technician at Summit Technical Solutions (STS) is responsible for providing Tier I, II, and higher-level support for the Command Information Management Systems (CIMS III) contract at Peterson AFB, CO. This role involves resolving technical problems in a help desk environment, utilizing customer service skills and technical knowledge to assist users with software and hardware issues. The technician will work under general direction, contributing to the team's objectives and providing input on management policies and plans.

Responsibilities

  • Provide Tier I, Tier II and Higher Level Tier support.
  • Perform Hardware/Software installation and maintenance.
  • Maintain working knowledge of various Operating Systems (OS) such as Windows 8 and 10.
  • Configure end user personal computers, laptops, Thin/Zero Clients, and notebooks.
  • Enforce standard PC configuration conformance to command requirements.
  • Diagnose and resolve technical hardware and software issues.
  • Research questions using available information resources.
  • Advise users on appropriate actions.
  • Follow standard help desk procedures.
  • Log all help desk interactions.
  • Administer help desk software.
  • Redirect problems to appropriate resources.
  • Identify and escalate situations requiring urgent attention.
  • Document, track, monitor and resolve ticketed problems to timely and satisfactory resolution within Service Level Agreement levels (SLAs).
  • Prepare activity reports.
  • Stay current with system information, security patches, changes, and OS updates.
  • Create and maintain detailed documentation of processes and procedures performed by the position.
  • Update and maintain databases for trouble ticketing, activity reports, processes and procedures, and other required information.

Requirements

  • Associate's degree in a related technical field and 3+ years of related experience; OR 5+ years of experience in lieu of degree.
  • Security+ CE or equivalent IAT Level II certification.
  • Current Secret clearance is required.
  • Experience providing IT support to Army customers strongly preferred.
  • Familiarity with Altiris and REMEDY trouble ticketing software applications.
  • Windows 10 Server Experience is a plus.

Nice-to-haves

  • Experience with additional IT support tools and software.
  • Knowledge of network troubleshooting and configuration.

Benefits

  • Competitive total compensation plan with immediate eligibility for most benefits.
  • 401(k) plan with matching contributions.
  • Generous paid time-off program starting on the first day of employment.
  • Tuition and certification cost reimbursement programs for qualifying employees.
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