HELPDESK TECHNICIAN

CLEARANCE LEVEL: Active Secret – Must be eligible for TS/SCI security clearance.

The job of the Helpdesk Technician is to provide Tier I/II support to the JPRA user base.  This includes, but is not limited to the following areas of responsibilities:

Daily Tasks

• Create and work end-user tickets utilizing the agency provided ticket system.
• Perform daily helpdesk checks.
• Perform user and computer management within Microsoft Active Directory.
• Provision and manage NIPRNET/SIPRNET Defense Enterprise Email accounts.
• Issue/Receive equipment to/from end-users as needed.
• Order and maintain printer consumables and other end-user items as needed.

Implementation

• Perform new equipment installations as needed.
• Process and perform user move requests as needed.
• Perform equipment lifecycle requests as needed.

Troubleshooting

• Provide Tier I/II troubleshooting and problem resolution as required.
• Assist Audio/Video team with troubleshooting of classroom presentation equipment.
• Work with the Air Force 92^nd Communications Squadron to troubleshoot and correct issues outside of JPRA control.

Security

• Apply/Update software on all end-user equipment on NIPRNET/SIPRNET/ACCM/JWICS to maintain USCYBERCOM IAVM compliance.
• Apply/Update DISA Security Technical Implementation Guides (STIG) to all end-user equipment.
• Work with the IA Engineer, ISSO, and ISSM to comply with all USCYBERCOM security guidelines.
• Comply with all Air Force guidelines.
• Work with the IA Engineer, ISSO, and ISSM to remediate all discovered vulnerabilities within a timely manner.

Documentation

• Document and maintain current user documentation and checklists.
• Maintain user folders.
• Provide a weekly status of activities performed and/or completed.

Equipment Acquisition / Accountability / Disposal

• Input Purchase Orders into the government provided Purchase Order system.
• Inventory, asset tag, and add to inventory database all end-user equipment received.
• Update inventory database when equipment is moved, fielded, or removed from service.
• Work with and assist all equipment custodians with annual inventory of equipment.
• Work with and assist all equipment custodians with DRMO process of equipment that is no longer needed.

Skills / Qualifications

• Must possess a current SECRET and be eligible for TS/SCI security clearance.
• Must meet DoD 8570 certification compliance at the IAT II level
  • CompTIA Security+ CE (must possess current certification at start date)
  • Microsoft Technology Associate (MTA) Windows Operating System Fundamental (or able to obtain within 180 days of start date)

Additional Items

• Must be able to lift up to 70lbs.
• Some travel between agency site and Fairchild AFB may be required to perform duties.