Tier 1 Desktop Support/Help Desk Specialist - DOJ NSD - Active Top Secret Required

JOB TITLE: Computer Support Specialist (Tier I Help Desk) - Top Secret Required

GOVERNMENT AGENCY: DOJ NSD - National Security Division

POSITION INFORMATION: Full-Time Position; Government contractor supporting DOJ NSD

LOCATION: Washington, DC (onsite)

SHIFT: 7:00AM to 3:30PM or 9:30AM to 6:00PM

POSITION TIMING: Position requires candidate to obtain SCI prior to starting; can take 2-4+ weeks to process

BENEFITS: Health, Dental and Vision, 401(k), Flexible Spending Account (FSA), 11 Paid Federal Holidays, PTO, education reimbursement

ITC Federal is an information technology and consulting company focused on servicing the needs of the Federal Government. ITC's mission is to apply earned expertise in information technology and information assurance/security to assist this client in achieving its mission. ITC is located in Fairfax, VA and offers outstanding compensation and benefits plan and a challenging and rewarding professional work environment.

The mission of the National Security Division (NSD) is to carry out the Department's highest priority: to combat terrorism and other threats to national security. The Infrastructure Support and Software Development Services division provides all IT services necessary to support the NSD's Infrastructure & Operations as well as Software Development, Engineering, and Service Desk.

Provides phone and in-person support to users in the areas of e-mail, Active Directory, standard Windows desktop applications and other NSD applications.
• Serves as the first point of contact for troubleshooting hardware/software PC and printer problems.
• Answer the service desk phone line and monitor the service desk email accounts and service desk tickets. Respond to user requests for help with IT systems.
• Provide basic user assistance with the use of desktop applications and approved software. Provide basic instruction for new users and refresher instruction for existing users in the use of computer systems.
• Provide basic troubleshooting on computer hardware and software (includes end-point patching and networking issues). Perform basic repairs of desktop PCs and printers. Contact vendors for warranty service in accordance with government-obtained service contracts.
• Create and configure user accounts for the NSD domains, Exchange, SQL Server, OpenText, and other systems in accordance with defined procedures. Perform account maintenance activities, such as account updates, password resets, and identification and disabling of dormant accounts.
• Install software onto desktop computers and set up hardware and software for new users. Assist with moves of equipment within offices and between offices as required.
• Track IT hardware as it is received and store on-hand equipment in an orderly fashion. Maintain inventory levels of basic supplies (keyboards, mice, KVM switches, cables, monitors, printers) and alert GTM when on-hand amounts fall below defined stockage levels. Track inventory of accountable IT assets, including PCs, servers, peripherals, networking components, and KVMs. Provide property officer with updates on locations of items whenever assets are moved. Provide support in sanitizing and accounting for excess items that are being taken off the division's property book.
• Coordinate with DOJ and FBI help desk personnel in solving user problems with the JCON and FBINet systems, respectively. Escort uncleared DOJ and FBI help desk personnel when needed so that they can provide on-site support to NSD users in secure workspaces. Escort telecommunications technicians, electrical technicians, and other DOJ staff and contractors providing IT-related services in NSD secure spaces.
• Track and respond to, internal service ticket system service call. Responsible for the creation, updating, completion of, service ticket on all NSD and Justice Consolidated Computer Systems.
• Perform data transfers between the NSD classified and JCON unclassified enclaves in support of users' requests. The transfers will be done in accordance with established SOP's and all required safeguards employed to prevent any accidental data spills.
• In the event of a data spill, utilize established DOJ, NSD, and other applicable procedures to ensure the proper notification has taken place, prevent any spill perpetuation, and certify the appropriate spill management steps are completed.
• Upon user request and using established Service Desk SOP's, scan removable media for viruses, malware, and any other malicious software prior to uploading it to any DOJ network, classified or unclassified.
• Support the imaging, maintenance, and issuance of the NSD's internal laptop fleet. Maintain accurate inventory and status of all NSD-owned laptops.

• 5+ years of Help Desk/Desktop Support experience
• Bachelor's Degree, preferred
• Infrastructure or Networking Certifications, plus

SECURITY CLEARANCE REQUIREMENTS:

• Active Top Secret, required.

WORK ENVIRONMENT AND PHYSICAL DEMANDS: Candidate must be able to function in general office environment.

ITC Federal is an equal opportunity/affirmative action employer and will not discriminate against any application for employment on the basis of age, race, color, gender, national origin, religion, creed, disability, veteran status, marital status, sexual orientation, genetic information, military status, disability, or sex including pregnancy and childbirth or related medical condition or on any other basis prohibited by law.