Tier II Helpdesk Technician w/TS/SCI

Company: LinTech Global, Inc.
Location: Alexandria
Posted on: November 22, 2021

Job Description:

Tier II Helpdesk Technician w/TS/SCIPosition LocationAlexandria, VALinTech is looking for a Tier II Helpdesk Technician to provide services to support an Important Government Customer.Job Description:The Technician shall provide phone and on-site support for headquarters personnel and phone/remote desktop support for the field offices. Support will cover a wide range of desktop hardware and software, common IT services, and specific applications on the Unclassified (NIPRNet), Classified (SIPRNet) & JWICS networks. Provide trouble call resolution in a knowledgeable, friendly and professional manner.Responsibilities:

• Meet established service level metrics for call response, technical support, and customer service.
• Input trouble calls into the OIG ticket tracking system. Ensure all relevant information is gathered and documented.
• Resolve trouble calls; in person at the help desk, over phone, and/or through email.
• Analyze and resolve trouble tickets utilizing tools such as remote desktop.
• Escalate trouble tickets when required by service desk processes to Tier III, or appropriate team/individual.
• Provide follow-up service to end-users to ensure that service provided by the Help Desk has addressed their needs in a timely and efficient manner.
• Assign Trusted Agents (TA's) responsible for issuing alternate tokens to HQ personnel when required.
• Fully document call resolution and ensure all notes are maintained in the ticket tracking system and Knowledge Base articles are published when applicable.
• Maintain existing and when required create new SOPs in support of this objective for common Help Desk processes and activities.QUALIFICATIONS
  • DoD TS/SCI Clearance
  • IAT Level II certification or HigherCompany DescriptionLinTech Global is an award-winning, ISO 9001:2008 certified small business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, CyberSecurity, and Training and Audio/Visual (AV) Solutions. LinTech has received a number of recognitions, including rankings on "Top 50 Companies to Watch", Washington Technology's Annual "FAST 50", and Inc. 500's List of "Fastest Growing Private Companies". The LinTech Global team is comprised of individuals who are dedicated to the success and sustainability of our customers and their missions. Our combination of technical expertise, big business experience, and small business agility allows us to promptly provide our customers with exceptional IT and engineering solutions.BenefitsOur robust benefits package includes: Paid Time Off, Paid Holidays, Company-paid Life/AD&D, Short Term and Long Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match; up to 5%, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more!EEO StatementLinTech Global, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.Job Type: Full-timeBenefits:
    • 401(k)
    • 401(k) matching
    • Dental insurance
    • Employee assistance program
    • Employee discount
    • Flexible spending account
    • Health insurance
    • Life insurance
    • Paid time off
    • Parental leave
    • Professional development assistance
    • Referral program
    • Retirement plan
    • Tuition reimbursement
    • Vision insuranceSchedule:
      • Monday to FridayApplication Question(s):
        • Do you have at least a TS/SCI Level Clearance?License/Certification:
          • CompTIA Security+ (Required)Work Location: One location

Keywords: LinTech Global, Inc., Alexandria , Tier II Helpdesk Technician w/TS/SCI, Professions , Alexandria, Virginia