IT Operations Staff (Help Desk Tier I/II)

GovCIO is currently hiring for an IT Operations Staff Help Desk Tier I/II to troubleshoot, diagnose, and resolve a diverse range of IT issues across multiple networks/system, including a full range of classifications and caveats, ranging from hardware and software challenges to network and application concerns.  This position will be located in Chantilly, VA and will be an onsite position.

Operations Staff is a position where IT support and technology meet customer service excellence.   A pivotal position providing crucial IT assistance to our end-users, ensuring the seamless operation of our technological infrastructure.  Position is vital role in enhancing the overall user experience by delivering top-notch technical support and solutions. Expected to troubleshoot, diagnose, and resolve a diverse range of IT issues across multiple networks/system, including a full range of classifications and caveats, ranging from hardware and software challenges to network and application concerns.  This includes DARPA systems (DMSS, DSN, DSWAN, DJN, SAVANNAH, etc.) as well as other DOD systems (JSP NIPRNet, SIPRNet, GOLD, AF7, etc.)  Training will be provided on every system, and privileges will be assigned based on level of training with each system.  This also includes Video Tele-Conferencing (VTC) and other presentation systems.

Expected ability to communicate complex technical information in a clear and user-friendly manner is key to success in this role.  Hands on, deskside support a must.  Knowledge and skills are expected to make continuous improvement and adaptation.

• Maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations.
• Plan, coordinate, and implement network/system security measures in order to protect data, software, and hardware.
• Provides regular monitoring and analysis regarding short and long-range planning for in-house systems.
• Prepares or ensures that appropriate documentation exists, including operational instructions.
• Writes or modifies basic scripts to resolve performance problems and automate administration tasks.
• Recommend changes to improve systems and network configurations, and determine hardware or software requirements related to such changes.

Required Skills and Experience

• Bachelor's with 8+ years (or commensurate experience)
• Proven experience in IT support roles, with a focus on Tier 1 and Tier 2 support
• Demonstrated experience using ticketing systems to log, track, and resolve user issues

Clearance Required:

• Clearance: TS/SCI

Preferred Skills and Experience

• Experience with DARPA systems (DMSS, DSN, DSWAN, DJN, SAVANNAH, etc.) as well as other DOD systems (JSP NIPRNet, SIPRNet, GOLD, AF7, etc.)
• Experience scheduling and operating video teleconferencing meeting
• Strong understanding of computer hardware, software, and networking fundamentals
• Experience with troubleshooting and resolving IT issues for end-users
• Excellent customer service and communication skills
• Ability to communicate technical information to non-technical users effectively
• Experience prioritizing and managing a queue of support tickets
• Analytical and critical thinking skills for diagnosing and resolving technical issues
• Ability to escalate problems to Tier 3 support when necessary.
• Experience in providing support for common business applications and productivity tools

#NSS #SSG #TMK

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.