- Use the local help desk ticket system and associated databases to enter, document, track, coordinate, route, resolve, and close user ticket issues
- Provide the ability to run Ad Hoc queries against the central repository for trouble ticket tracking/status to provide better customer support
- Resolve customers' administrative and technical communications problems
- Perform the installation of equipment, connection of peripherals and the installing/deleting of client level software and ensure all documentation is IAW current and future Air Force/DoD policies, guidance and directives
- Provide soft application assistance
- Implement client workstation software patches, security fixes and service releases according to local Network Operations Center (NOC)/Network Control Center (NCC) instructions
- Create and maintain a central repository for technical advice and solutions for network systems, (Client Systems Technician (CST)/Communications Focal Point (CFP)) share drive, Tier 0, etc.), software applications assistance, automatic data processing support, hardware exchange, and repair service support
- When tasked, provide the government with metrics including statistics of calls received, number of trouble tickets submitted, average resolution time, priority, listing of technical bulletins and information guides issued and trend analysis information and other information upon requested
- Propose criteria to define the priority of problems for example, routine through critical (VIP and work stoppage) and submit a table with the definition of the priority categories with a resolution timeline Account Management.
- Perform voice, data, video account creation and deletion, and modification service to installation users
- Provide means and/or direction for users to unlock Common Access Cards (CAC) Voice, Data and Video Devices.
- Perform client-level information technology support function, voice network and Personal Wireless Communication Systems (PWCS)
- Manage hardware and software Controlled Cryptographic Information (CCI)
- Perform configuration, management and troubleshooting
- Provide service to end-users for operation, restoration and configuration of information systems
- Implement installation and maintenance functions associated with edge device systems such as key and intercom systems, copper core and fiber-optic intra-building wiring, fiber-optic end equipment, modems and associated hardware Personal Wireless Communications Systems (PWCS).
- Track, distribute, maintain, train and replace all mobile devices for Air Force and DoD
- Provide the maximum mobile device support possible to Air Force/DoD customers for mobile device services based on different levels of service and prioritization within the levels of service
- Perform Trend Analysis to determine, solve, prevent and anticipate service disruption in order to ensure service is continued to the customer during any disruption The Government will provide a count and list of current government furnished mobile devices
- Oversee accountability of IT hardware and software assets throughout its life cycle from purchase to disposition IAW AF Manual (AFMAN Information Technology Asset Management
- Follow applicable environmental guidelines when disposing of hardware or electronic equipment Job Requirements Requirements
- Possess an active DoD Top Secret/SCI security clearance
- 4 years of experience (minimum) in technical, related field (preferably in Air Force environment).
- Experience with IT concepts, practices and procedures and be certified IAW DoD M Information Assurance Technical (IAT) II and industry standards (i.e
- Sec+ CE certification).
- Be well organized, detail oriented, and have the ability to multitask and communicate clearly with team members and customers
- Respond quickly to rapid changes in customer requirements and accepts new challenges
- Proficient in MS Office tools.
- Familiarity with DoD or Air Force environment desired.
- The successful candidate must meet eligibility requirements to access sensitive information, which requires US citizenship
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Client Systems Technician with Security Clearance - Joint Base Pearl Harbor-Hickam, HI, United States - Telos Corporation
Description
The most security-conscious organizations trust Telos Corporation to protect their vital IT assetsThe reputation of our company rests on the quality of our solutions and the integrity of our people
Explore what you can bring to our solutions in the areas of cyber, cloud and enterprise security
Be a part of the Telos culture and see what sets us apart Telos offers an excellent compensation package with benefits that include generous paid time off, medical, dental, vision, tuition reimbursement, and 401k
Our employees enjoy more than just a great work environment This position will be based at Hickman AFB,
Hawaii Responsibilities:
The Client Systems Technician is responsible for Help Desk
The Help Desk provides network assistance and technical support to resolve user problems, service requests, communications, computer, voice, network faults and outages
Provide network assistance and trouble resolution and will be based on a fully integrated trouble ticketing system
The trouble ticketing system should be able to automatically assign priorities, set response times, and escalation timelines based on the criticality of the system being reported on.
Therefore, any employment with Telos will also be contingent upon confirmation from the Social Security Administration ("SSA") and/or the Department of Homeland Security ("DHS") of your authorization to work in the United States Telos Corporation and its subsidiaries are committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic
Telos Corporation will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business
If you are interested in applying for an employment opportunity and feel you need a reasonable accommodation pursuant to the ADA, please contact us at
If you require relay service assistance, please click on the following link to review information on your state's relayservice: Telos Corporation is an EEO/AA employer
Job Type Full-Time Location Hickam Afb, HI 96853 US (Primary) Telos offers an excellent compensation packages including salary commensurate with experience and benefits to meet your needs for today and the future
Telos and its subsidiaries are an Equal Opportunity/Affirmative Action Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
