NANA Regional Corporation Help Desk Technician (Secret Clearance Required) in Sterling, Virginia

Help Desk Technician (Secret Clearance Required)

Description

Cloud Lake, LLC is a subsidiary of Akima, LLC.Cloud Lake, LLC is a provider of services to today’s Big Data and Cloud market with one crucial difference: our services are highly-specialized, data-centric services. This enables us to focus laser like on helping our government and commercial customers quickly and cost effectively harvest, analyze and leverage the greatest possible value from the increasingly vast amounts of data they are acquiring and need to manage.

Summary

We are seeking a Help Desk Technician at Cloud Lake Technology LLC in Sterling, VA.The position will provide the timely delivery of high quality Level 1 and Level 2 services & support to all internal and external clients.

Duties and Responsibilities include:

  • Provide laptop and desktop PC support for on and off site users with equipment running Windows operating systems integrated with Active Directory.

  • Provide exceptional customer service and Helpdesk support via phone, email and in person for end users of equipment described above, including support of various in-house and COTS applications.

  • Provide PC system image creation, maintenance and troubleshooting supporting Windows 10.

  • Install and test computer equipment including, but not limited to, desktops, laptops, monitors, memory chips, cabling, and accessories.

  • User account and email creation utilizing Active Directory and Microsoft Exchange.

  • Diagnosis and resolution of all PC support issues including but not limited to hardware failures, operating system errors, software compatibility issues, and network connectivity.

  • Identify and escalate complex problem reports or service requests to next tier of support as appropriate.

  • Complete work order tickets utilizing Service Desk Plus tracking software platform, including ticket creation at the time of initial problem report/service request, status documentation of open work orders, and proactively informing users of progress.

  • Provide conference room support including but not limited to troubleshooting A/V equipment, assisting initial setup of meetings utilizing BlueJeans and Skype for Business.

  • Provide printer troubleshooting.

  • Provide assistance with the relocation and implementation of user IT equipment.

  • Meet service request SLAs and project timelines.

  • Work with other team members to ensure the timely completion of complex issues.

  • Maintain awareness of new and emerging technologies and products provided by IT.

Qualifications

Required

  • 2-3 years of professional experience in areas of end-user support and maintenance of PC hardware and software in a Windows environment

  • Strong working knowledge of Windows 7 and Windows 10 operating systems.

  • Proficiency with both using and maintaining MS Office suites.

  • Firm understanding and experience with general TCP/IP connectivity issues in a LAN/WAN/VPN/Internet environment.

  • Working knowledge of SCCM software management infrastructures.

  • Ability to work with end users with varying levels of technical experience.

  • Must be organized, have attention to detail, and be able to prioritize and multi-task effectively.

  • Ability to work under pressure.

  • Excellent decision making and problem solving skills.

  • Excellent customer service and communication skills.

  • Must have high-energy work ethic and be available to work non-standard hours.

  • Available for periodic on-call and after-hours support including weekends.

  • Ability to work independently with general supervision

  • Other duties as assigned.

  • Must have a Secret Clearance

Desired

· Bachelor’s degree in IT related field

· Experience with AtHoc and/or E911 systems

· Security

Work Environment and Physical Demands:

  • General office environment.

  • Ability to lift up to 25 lbs.

Work Environment and Physical Demands:

Work 8 hours between 6 AM and 6 PM, Monday through Friday; flexibility to work rotating on-call after normal duty hours, weekends, and holidays from home in support of 24X7 shifts; may travel to attend Government required training or in support of mission; physical demands include those associated with maintaining government data centers.

Prospective employees will receive consideration without discrimination because of race, color, religion, creed, gender, national origin, age, disability, marital status, veteran status, sexual orientation, or any other legally protected status.

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. Reasonable accommodation requests are considered on a case-by-case basis.

The dedicated email and telephonic options above are reserved only for individuals with disabilities needing accessibility assistance to apply to an open position using our website.

Please do not use the dedicated email or phone number above to inquire on the status of your job application.

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.

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.

Required2-3 years of professional experience in areas of end-user support and maintenance of PC hardware and software in a Windows environmentStrong working knowledge of Windows 7 and Windows 10 operating systems.Proficiency with both using and maintaining MS Office suites.Firm understanding and experience with general TCP/IP connectivity issues in a LAN/WAN/VPN/Internet environment.Working knowledge of SCCM software management infrastructures.Ability to work with end users with varying levels of technical experience.Must be organized, have attention to detail, and be able to prioritize and multi-task effectively.Ability to work under pressure.Excellent decision making and problem solving skills.Excellent customer service and communication skills.Must have high-energy work ethic and be available to work non-standard hours.Available for periodic on-call and after-hours support including weekends.Ability to work independently with general supervisionOther duties as assigned.Must have a Secret ClearanceDesired

  • Bachelor’s degree in IT related field

  • Experience with AtHoc and/or E911 systems

  • SecurityWork Environment and Physical Demands:General office environment.Ability to lift up to 25 lbs.Work Environment and Physical Demands:Work 8 hours between 6 AM and 6 PM, Monday through Friday; flexibility to work rotating on-call after normal duty hours, weekends, and holidays from home in support of 24X7 shifts; may travel to attend Government required training or in support of mission; physical demands include those associated with maintaining government data centers.Prospective employees will receive consideration without discrimination because of race, color, religion, creed, gender, national origin, age, disability, marital status, veteran status, sexual orientation, or any other legally protected status.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. Reasonable accommodation requests are considered on a case-by-case basis.The dedicated email and telephonic options above are reserved only for individuals with disabilities needing accessibility assistance to apply to an open position using our website.Please do not use the dedicated email or phone number above to inquire on the status of your job application.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.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.

Prospective employees will receive consideration without discrimination because of race, color, religion, creed, gender, national origin, age, disability, marital status, veteran status, sexual orientation, or any other legally protected status.

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. Reasonable accommodation requests are considered on a case-by-case basis.

The dedicated email and telephonic options above are reserved only for individuals with disabilities needing accessibility assistance to apply to an open position using our website.

Please do not use the dedicated email or phone number above to inquire on the status of your job application.

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.

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.

Job: Information Technology

Primary Location: US-VA-Sterling

Schedule: Full-time

Shift: Variable

Req ID: AKI03866