Service Desk Support Technician

Location: Fort Huachuca, AZ
Date Posted: 07-10-2018
Job Title:                    Service Desk Support Technician
Job Location:             Fort Huachuca, AZ
Salary:                        Competitive, Depends on Qualifications
Clearance:                  Current DoD Secret
Travel:                        Up to 25% CONUS

The purpose of this task is to provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to support the RCC-C
The Service Desk Support Technician:
  • Monitor and maintain EP-DNS Team e-mail requests daily; send to Action Request Center (ARC) for creation of ITSM trouble ticket.
  •  Monitor the ACOIC Network Operations (NETOPS) task order queue via the USARCC-C trouble ticketing system.
  • Create, track, and report on approximately 780 task orders IAW SOPs.
  • Monitor queues of auto-generated trouble tickets, take action according to SOPs, and ensure other sections take action on tickets assigned to them.
  •  Provide courteous, efficient telephonic support.
  • Create, monitor, modify, and resolve incidents through the USARCC-C incident management system using procedures outlined in the Incident Management SOP.
  • Use the Knowledge Management Database to troubleshoot and resolve common incidents.
  • Escalate incidents according to SOPs, SLAs, and the USARCC-C Problem and Incident Process Plans.
  • Interact with external organizations, such as the ACOIC, NECs, 93d Signal Brigade, 106th Signal Brigade, 21st Signal Brigade, GMN community of interest, 7th Sig Cmd (T), ARCYBER and 2nd Army, and DISA.
  • Use backup ticketing procedures if the trouble ticketing system is not operational.
  • Provide Microsoft Exchange support in support of the CONUS theater portion of the CX-I mission.
  •  Sanitize unclassified and classified hard drives or other storage devices, IAW paragraph 4-18, AR 25-2, before turn-in or reissue.
  •  Assemble, install, disassemble, uninstall, and move IT and electronic equipment in USARCC-C offices and common-use areas such as large monitors, plasma screens, printers, multifunction printers, scanners, and facsimile machines.
  • Set up, issue, and install telephones, STEs, and related equipment.
  • Maintain telephone capability at the ARC 24 hours a day, seven days a week. Replace telephones, STEs, and related equipment in the ARC within one hour during core hours and two hours during non-core hours.
  • Replace all other users' telephone equipment within eight business hours of the outage.
  • Maintain a database of assigned telephone numbers and update the database weekly.
  • Coordinate with NEC for additional telephone numbers and installation of telephone cable drops to the desktop.
  •  Instruct users in use of such telephone features as voice mail.

Required Certifications
  • ITIL Foundations; Security + CE or higher
  • Associate’s degree in Computer Science or related discipline.
Required Skills/Qualifications:
  • HS +6 years of Information Technology (IT) experience or AA/AS +6 or BA/BS +4  minimum.
About the company:
As a Service Disabled, Veteran Owned Small Business (SDVOSB) we are a provider of Information Technology (IT) professional services, software solutions and professional development training. Our core competencies evolved from leveraging IT enablers for knowledge management with an emphasis on Web Based Knowledge Portals and Portal Services, Server/System Services, SharePoint Development and System Administration and SQL Server Services. Our capabilities have expanded to include software development, technical training support and field support services.
Guiding Principles
•         Satisfy the customer - "Exceed expectations"
•         Set the Example - "Be out front"
•         Be Responsive - "Timing is everything"
•         Persevere - "Find a way"
PTP offers a comprehensive benefits program:
•         Medical insurance
•         Dental insurance
•         Vision insurance
•         Supplemental benefits (Short Term Disability, Cancer & Accident).
•         Employer-sponsored Basic Life & AD&D Insurance
•         Employer-sponsored Long Term Disability
•         401(k)
Holidays and Annual Leave
•         10 Paid Holidays
•         120 hours PTO accrual

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