Job Description Job Description

Position Summary:

Enable user mission accomplishment while ensuring network vulnerabilities are fully mitigated. Provide client support (hardware, software, and services) for end devices. Accomplish or provide a CSD (service desk), IT touch labor and remote login support for end devices, electronic tools, and Expeditor Services.

Essential Functions:

Handle service requests and requirements from the base Communications Focal Point, Consolidated Service Desk, customers, and other work centers.

Enable user mission accomplishment while ensuring network vulnerabilities are fully mitigated.

Create or receive tickets with the appropriate priority description including, but not limited to, patch management, equipment moves, repairing end device hardware and/or software malfunctions, install new hardware or software, and resolve connectivity issues.

Manage laptop lockers and hotracks, and ensure devices in laptop lockers are properly imaged, remain online, and all patches are current.

Develop, maintain, and document efficient processes for desktop configuration management and associated implementation of upgrades and maintenance.

Establish and maintain baselines for all workstation configurations.

Develop and document efficient processes for end-user device hardware deployment and software application deployment.

Maintain peripheral equipment for end devices, including, but not limited to, keyboards, mice, CAC readers, scanners, Compact-disk (CD) duplicators, and special purpose hardware and software as directed by the Government.

Evaluate hardware, firmware, peripherals, and/or software for use by staff and customers.

Advanced troubleshooting on communication problems, application problems, internet operation and access questions, virus assistance, hardware and/or software implementation or integration problems, and additional problems or requirements.

Respond to incidents of malicious code on both classified and unclassified networks.

Provide technical support to accomplish end device installs, configuration changes, and end device system upgrades.

Other Functions:

Other duties assigned by supervisor/manager or the contract.

Working Conditions:

Office conditions.

Work Hours:

As assigned by supervisor/manager or the contract.

Equipment/Technology Used (Other than Standard Office Equipment):

Equipment as needed to support ITCC efforts.

Physical Demands:

Able to sit for long periods of time. Able to travel and/or work outside of office conditions as required.

Mental Demands:

Able to perform all tasks as required by contractor or supervisor. Able to multi-task.

Communication Demands:

Able to communicate (i.e., verbal and written) with all levels of personnel both internally and externally.

Minimum Qualification Requirements (In Addition to Physical, Mental, and Communication Demands Listed Above):

Education:

Prefer a bachelor's degree in a related field.

Experience:

Prefer at least three years of related experience and/or training.

Skills/Knowledge:

Excellent problem-solving, interpersonal, and organization skills.

Security Clearance Requirements:

Active Interim Secret or Secret level clearance

Required Certification:

Maintain an IAT Level II certification
1. Security +
2. GSEC acceptable
3. SCNP acceptable
4. SSCP acceptable

Although enforcement is currently on hold, as a government contractor we fall under the Executive Order mandating vaccination and, depending on the court decisions, we may be required to have our employees vaccinated against COVID-19. We will also be considering religious and medical exemptions on a case-by-case basis.

EOE Minorities/Women/Disability/Veteran

The information in the above position description indicates the general nature and level of work performed by a staff member in this job group. It should not be viewed as comprising all duties, responsibilities, and qualifications of staff members assigned to this position. Management has the right to change or delete information in the position description. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position.

Pelatron Technologies LLC

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