Help Desk Technician (Great Job!!!!)

  • Malmstrom Dr, Great Falls, MT 59405, USA
  • Contract

Company Description

JLGOV is a primary source for business process outsourcing, staff augmentation, technology services, and Staffing agency.  JLGOV is a small business headquartered in Virginia Beach, VA. Our goal is to meet the needs of customers across multiple verticals to include DoD, Commercial, Local and State levels worldwide. 

Job Description

Job Duties but not limited too:
Troubleshooting: The contractor help desk technician will perform tiers 0-3 problem resolution in all MTF IS systems. Tier 0 problems can be resolved through self-service methods; the contractor help desk technician will educate and provide self-help resources for these. Tier 1 problems are resolved via telephone or remote management assistance. Tier 2 problems involve hands on assistance by the contractor help desk technician with the user due to the complexity of the issue. Tier 3 problems are generally escalated to resources either inside or outside the MTF. The contractor help desk technician will record, update, track, report, and otherwise use provided tools and methods, such as REMEDY, to document problems and resolutions.

Operating Systems: The contractor help desk technician must be proficient in current and legacy operating systems for workstations and should possess a fundamental understanding of current and legacy server operating systems and client/server relationships including trusts and account permissions. These operating systems are primarily Microsoft but may include OS from various vendors.

Applications: The contractor help desk technician performs first line support for user applications. The contractor help desk technician must possess an intermediate working knowledge of basic IS application and computer tool functionality, including but not limited to Microsoft Office, Java, Adobe Pro/Reader and Flash; and must be able to perform software updates and patches to workstations and IS devices (tablets, laptops, printers, etc.). The contract must learn and be able to successfully install, configure, troubleshoot, patch, upgrade, and fix a variety of Air Force, DHA and medical installed applications. The contractor help desk technician should be able to explain basic application functions and uses to users requiring assistance. The contractor help desk technician should be able to troubleshoot and provide fixes for nonfunctional software and computer tools.

Hardware: The contractor help desk technician must be proficient in solving all computer aspects of hardware related problems and be able to install, repair, replace, or upgrade most computer components; this includes computer peripherals and printers. When local hardware fixes or replacements are not feasible, the contractor help desk technician will liaise with support vendors or manufacturers to provide either the material or maintenance on warranted hardware. The contractor help desk technician will coordinate all equipment, hardware, and maintenance request for unwarranted computer related hardware with Government personnel.

Qualifications

EXPERTISE. The Contract personnel performing this duty must possess a minimum of two years in the information technology field; have excellent customer service skills, telephone etiquette, and strong organizational background. The contractor must understand the importance of deadlines and work any problem to completion.

THIS IS A DOD CONTRACT:

  • Candidates must have a “Favorable” adjudication on a current Tier 1 federal background check.
  • Must have and maintained at a minimum Security + CE certification IAW DoD 8570.01-M
  • Candidates within 40 miles of Great Falls/Malmstrom AFB are highly preferred
  • NO VISA OR ADJUDICATED BACKGROUND CHECKS SPONSORED

EDUCATION AND TRAINING - The Contract personnel performing this duty must meet the following requirements: High School diploma or General Educational Development (GED) equivalency. Completion of an IT training program is required. Completed and maintained Basic Life Support Training is required prior to employment start date and will be maintained by the employee at no additional cost to the Government.

Additional Information

All your information will be kept confidential according to EEO guidelines.