HELP DESK TECHNICIAN II

Ignite is an ISO 9001:2015 and CMMI Services Level 3 certified, Service-Disabled Veteran-Owned Small Business (SDVOSB), headquartered in Huntsville, AL. By design, Ignite is a provider of professional services to customers in educational, federal, and commercial industries and in every action seeks to be the preeminent provider within this business space. Ignite upholds our values of competency, collaboration, innovation, reliability, and results through everything we do.

Ignite is currently seeking a driven, detail-oriented Tier 2 Help Desk Technician to join our team supporting The US Army in New Cumberland, PA. This position is onsite. This position is required one to perform all Tier I duties. In addition, provides touch labor for troubleshooting incidents, and problems manage all duties required to distribute hardware to new users, installs software, assists asset management and property book requirements, performs warranty recovery of assets if needed, and responds to and resolve Incidents and Problems, maintains inventory stock rooms and asset tracking. Escalates tickets to tier III or interfaces with third-party providers to resolve technical incidents. Execute life cycle replacement activities for end users’ devices. Provides touch labor for VIP requests, and prioritizes tickets.

Responsibilities include:

• Will be required to perform Touch Labor, fixes, configuration, troubleshoot issues and problems, install software for a variety of end users and other devices such as printers, VTC suites, monitors, keyboards, mice, headsets, cameras, VOIP phones,
• Tier II technicians are the primary POC for the incident and problem resolution and escalation.
• 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.
• Ensure Information Assurance (IA) requirements are met for all devices.
• Knowledge of automated system customer support methods and techniques to include troubleshooting, recovery, adjusting, modifying, improving and resolving computer and software problems.
• 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.
• 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 needed to support the operating environment.
• Knowledge of a wide range of automation techniques, requirements, methods, and procedures to evaluate and advise new and emerging technologies.
• Ability use qualitative and quantitative techniques to evaluate help desk program effectiveness.
• Specialized knowledge of Microsoft software products, skill in applying operating systems, and the ability to configure systems components such as disk drives, printers, and other peripherals needed to support the operating environment.
• Working knowledge of and skill in applying maintenance concepts and methods to troubleshoot system problems.
• Working knowledge of and experience working with Active Directory.
• Working knowledge of and experience working with local and secure networks.
• 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 supports.
• Familiar with decommissioning of Army assets and Lifecycle Management SOPs

Job Requirements and Qualifications:

• A minimum of 5 years of work experience in Tier 2 Help Desk Technician or related fields
• 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.
• Must have an active Comp TIA Security certification

Security Clearance Requirements:

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

Education Requirements:

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

Other Requirements:

Must be a US citizen and be able to obtain and hold an active Security Clearance, and an active Comp TIA Security certification