Systems Help Desk Technician with Security Clearance

Job Description: Systems Help Desk Technician Vanguard Management Solutions, Inc. (VMS) is looking for a Systems Help Desk Technician who will be
responsible for handling various IT systems for our client. As a part of the IT team, you will support critical
applications and ensure stability of services by performing dedicated maintenance activities. You will need to engage in automation activities, perform root cause analysis (RC) and remediation. A knowledge of production support processes to include incident management and call triaging are required. General Responsibilities:
• Provide corrective action and diagnose problems through phone, electronic communication and in- person support.
• Provides technical support to end users on a variety of computer, software, printer, web, and mobile device related issues.
• Identify, research, and resolves technical problems. Respond to telephone calls, email, and personnel requests for technical support.
• Document, track, and monitor problems to ensure a timely resolution though the DHA approved ticketing system.
• Provide Tier II support to end users for either Personal Computer (PC), server, or applications and hardware.
• Interact with network services, software systems engineering and/or applications development to restore service and/or identify and correct core problems.
• Simulate or recreate user problems to resolve operating difficulties.
• Recommend systems modifications to reduce current and future user problems.
• Interact with the DHA ServiceNow & AFNET Remedy Trouble Ticketing system to document issues and resolutions.
• Provide support for Video Teleconferencing program.
• Maintain/troubleshoot Network Connectivity issues.
• Support DHA Global Service Center with installing, maintaining, and securing clinical workstations with the DHA Standard Desktop Image. Install and configure PC-based medical application client software.
• Perform basic PC hardware troubleshooting.
• Support Refresh of IT/Medical IT Asset Hardware by deploying new computer equipment to MTF staff.
• Provide support in installation of clinical end user devices, network devices, and peripheral devices.
• Assist Tier III teams with installing medical applications and servers.
• Assist Tier III teams with troubleshooting and resolving problems with MTF Infrastructure, IT Shared Services, and medical applications/servers.
• Manage functional application of an automated call distribution system.
• Maintain library of current scripts, software media, and licenses.
• Provide support in installation of clinical end user devices, servers, network devices, and peripheral devices.
• Provide support in network upgrade and expansion as needed.
• Interface with base communications squadron personnel as needed. Perform the following Information System Security functions for the MTF network, IT Shared Services, and MTF-hosted medical applications/servers: o Assist Tier III teams in applying software updates, security patches and DISA STIGs Desired Skills:
• MCSE or additional Microsoft Certifications
• Familiarity with Linux OS (Redhat, CENTOS, or AMI)
• Experience working on-site at Federal Customers is highly desired
• ITIL Clearance Required:
• Active Secret Clearance required to begin work Vanguard Management Solutions is an Equal Opportunity Employer - Females, Minorities, Protected
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