Opening: Lead Personal Computer Support Technician

Tooele, UT - Full Time - Posted November 1, 2021


Summary

Creek Technologies is seeking a full time, on-site Lead Personal Computer Support Technician in support of the IT Help Desk Support Services for Tooele Army Depot, located in Tooele, Utah. The successful candidate will have experience leading at least a small team of support technicians providing customer support through a service desk. The candidate must possess knowledge and experience in providing technical support to a wide‐variety of applications, operating systems, protocols, and PCs. Candidates should have a broad knowledge of issues involving the interface with network components, servers, and web sites in order to quickly resolve issues or escalate trouble tickets to the appropriate operating branch for resolution. Candidate shall possess in‐depth customer service skills and experience in communicating with customers at their level of understanding, and resolving service issues via telephone, authorized remote login, or desk‐side visits. The ability to perform systematic analysis and evaluate program performance to meet mission objectives, goals, or standards is also required.

Responsibilities

• Perform as the team lead, ensuring that all required services are performed in accordance with the contract, generating a high level of user satisfaction while doing so. • Engage with users to resolve their issues with information technology equipment. • Create and update trouble tickets, posting issue resolution results in tickets while closing them. • Respond to support requests in accordance with published priorities and resolve the requests in accordance with performance requirements. • Occasionally travel to user facilities in remote areas of the compound. • Collaborate with the rest of the team to ensure support requests are worked in the proper priority. • Ensure rigorous application of IA policies, principles, and practices in the delivery of all IT services. • Maintain system audit functions and periodically review audit information for detection of system abuses. • Assess and implement identified corrections (e.g., system patches and fixes) associated with technical vulnerabilities as part of the Information Assurance Vulnerability Management (IAVM) program. • Maintain configuration control of hardware, systems, and application software. • Identify and properly react to security anomalies or integrity loopholes such as system weaknesses or vulnerabilities. • Install and administer user identification or authentication mechanisms. • Work closely with data owners, information system owners, and users to ensure secure use and operation of all information systems and networks.

Qualifications

• Ability to lead a small team of technicians as they deliver the support requested through the trouble ticketing system and phone calls. • Ability to maintain and resolve customer issues with desktops, laptops, printers, peripherals, software, local area network, wireless area network, and other IT related problems. Provide on-site Help Desk and training for customers.
• Ability to setup and maintain Video Conferencing services and terminals and provide on-site customer service.
• Ability to provide Help Desk services for end-user use of base network infrastructure, to include Non-classified Internet Protocol (IP) Router Network (NIPRNet) access, wireless networks, and test environments in Unclassified facilities. • Ability to provide General Technical Services for implementation, administration, and maintenance of desktop and network hardware and software.
• Ability to configure and document new hardware and software.

  • Federal contractors and subcontractors are regulated by statutes and Presidential executive orders and regulations issued by executive-branch agencies authorized to implement and enforce them. E.O. 14042 requires full vaccination of Federal government contractor employees against COVID-19. Per E.O. 14042 guidelines, you will be required to be fully vaccinated before your start date. Employees are considered fully vaccinated two weeks after completing the second dose of a two-dose COVID-19 vaccine or two weeks after receiving a single dose of a one-dose COVID-19 vaccine.

Education

IAT Level I Certification IAW DOD 8570.01-M. Security+CE

Experience

Experience which produced knowledge of: • Providing user support in a desk side manner • Supporting video conferencing systems and assisting with conferences • Supporting use of wired networks, in particular, NIPRNET, and wireless networks as well

Clearance

Must be a US Citizen. Must be able to obtain and maintain a DoD Security clearance required.

Salary Range

Commensurate with education and experience.

Anticipated Start Date

ASAP

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