Help Desk Technician (Secret Clearance required) at Akima, LLC in Lawton, Oklahoma

Job Description:

RiverTech, an Akima Company, we are dedicated to bringing innovative solutions to our customers’ complex engineering and operational challenges. Our personnel enjoy competitive benefits packages and challenging roles in work environments committed to innovation, diversity and opportunity for career growth. As an Alaska Native Corporation (ANC), 100% of our company’s profits go back to our more than 14,000 Iñupiat shareholders that have resided near and above the Arctic Circle for more than 10,000 years. Our business helps support their way of life and contributes to the survival of a culture that has thrived in a challenging environment.

Job Summary: 

The United States Army Network Enterprise Center (NEC), located in Fort Sill, OK is a subordinate command of the U.S. Army Network Enterprise Technology Command (NETCOM). The NEC is located at Fort Sill, Oklahoma, and has the mission of providing tenant organizations on Fort Sill with baseline automation and telecommunications support and services. The primary tenant MACOMs includes IMCOM, TRADOC, FORSCOM, ATEC, AMC, ACC, and USAR. The objective of Automated Management Services (AMS) is to perform immediate on-site Information Technology (IT) support to customers connected to the Fort Sill network infrastructure.

The Help Desk Technician will work within a team to leverage their specific expertise against challenging IT systems issues in support of the US Army NEC mission. You will serve as the first point of contact for customers seeking technical assistance over the phone or email and will perform desk side or remote troubleshooting through diagnostic techniques, asking pertinent questions and determining the best solution based on the issue and details provided by customers. Privileged access to the computer systems will allow those solutions to then be implemented. These techniques will be performed against computer operating systems, software applications, hardware peripherals and user environments (profiles). With the understanding that computer problems are never convenient, the ideal candidate will be able to traverse the complexities of assisting with those computer problems with the upmost of professionalism and customer courtesy. 

Responsibilities:

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  Perform tasks related to second-tier (TIER II) support of the Fort Sill mission funded IT systems which may include: assisting units and users with the physical and logical installation of Information Systems (IS). Image and add IS to the Domain, load the correct Operating System/Army Golden Master (OS/AGM), ensure all above baseline software is installed and properly licensed, apply Security Technical Implementation Guides (STIG) to peripheral devices to include scanners/printers and ensure networked share drives copiers/printers, are properly configured. 
  
  


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  Ensure all IS systems data is captured, stored, and reinstalled on new IS system, ensure user email profile is configured and working properly, provide on-site desktop, software, and peripheral support for NIPRNET, SIPRNET and VDI Thin Client customers.
  
  


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  Diagnose, troubleshoot, and resolve routine problems with hardware, software and connectivity issues either locally or remotely. Some work performance may require access to classified COMSEC information, COMSEC key, and/or Controlled Cryptographic Items (CCI), at Government work locations only.
  
  


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  Utilize remote connection and troubleshooting using Microsoft Systems Center Configuration Manager, support and integration of mobile devices, and support of various peripheral devices to include Voice over Internet Protocol (VoIP) phones.
  
  


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  Perform incident management using service desk software such as Remedy ITSM to document, track, and support the government in managing NEC service requests until completion and apply all service standards as defined in current Army C4IM services list, and performance measurements will align with Command, Control, Communications, Computers, and Information Management (C4IM) standards.
  
  


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  Communicate desktop support concepts to technical and non-technical personnel to restore service and/or identify and react to problems.
  
  


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  Respond to service requests during normal working hours, Monday through Friday, excluding holidays observed by the Federal Government.
  
  


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  Initiate work within 72 hours of request for Non-Priority users and resolve the service requests within 4 working days of request for Non-Priority users. A Non-Priority user is defined as an O-5 and below or a GS-14 and below.
  
  


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  Initiate work within 2 hours of request for Priority users. A Priority user is defined as an O-6 or above or a GS-15 and above.
  
  

Minimum Qualifications: 

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  Minimum two (2) years current experience providing system administration support with elevated permissions

  
  


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  Minimum High School Diploma

  
  


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  Active Secret clearance

  
  


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  Current unexpired COMPTIA Security+CE certification

  
  


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  Obtain Microsoft Desktop Administrator Associate (MDAA) certification (Pass both exams: CIO/G-6 NETCOM IA - MD-100: Windows 10 and CIO/G-6 NETCOM IA - MD-101: Managing Modern Desktops) within six (6) months of hire

  
  


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  Experience with Microsoft suite of applications and other common desktop applications such as Adobe Acrobat, McAfee, Dame Ware Remote Utility

  
  


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  In depth knowledge of Microsoft Operating Systems

  
  


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  Ability to quickly learn new software applications or operating system functionalities

  
  


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  Excellent customer service skills with the ability to conduct themselves in a professional manner at all times

  
  


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  Excellent written and oral communication skills

  
  


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  Able to work independently or as part of a team

  
  


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  Frequently lifts, carries or otherwise moves and positions audio-visual equipment weighing up to 75 lbs

  
  


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  Frequently bends, kneels and crouches during computer system equipment troubleshooting, maintenance, assembly/disassembly, installation/de-installation, and sustainment

  
  


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  May be required to drive vehicle if needed to perform tasks in various locations on Fort Sill, OK 

  
  


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  Consistent with Presidential Executive Order 14042, you must be able to meet all health requirements, including but not limited to, current and future vaccination requirements for infectious diseases such as COVID-19. The Executive Order generally requires that federal workers and federal contractor employees be fully vaccinated by January 04, 2022. 

  
  

The duties and responsibilities listed in this job description generally cover the nature and level of work being performed by individuals assigned to this position.  This is not intended to be a complete list of all duties, responsibilities, and skills required.  Subject to the terms of an applicable collective bargaining agreement, the company management reserves the right to modify, add, or remove duties and to assign other duties as may be necessary.  We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted.

We are committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities.  If you have a physical and/or mental disability and are interested in applying for employment and need special accommodations to use our website to apply for a position please contact, Recruiting Services at job-assist@akima.com or 571-353-7053.  The dedicated email and telephonic options above are reserved only for individuals with disabilities needing accessibility assistance.  Please do not use the dedicated phone number above to call on the status of your job application if you do not require accessibility assistance or an accommodation.  Reasonable accommodation requests are considered on a case-by-case basis.

In order for our company to stay compliant with government regulations, please apply on line. Please DO NOT email resumes or call in lieu of applying online unless you have a physical and/or mental disability and need assistance with the online application.