We are looking for ... Help Desk Technician, Mid level. The work is located at Alexandria, VA.

Perform service desk functions in a dynamic, geographically diverse environment, including restore service interruptions, escalate problems IAW approved escalation procedures, fulfill user requests, troubleshoot and fix workstations issues. Use Remedy ITSM tool suite to provide problem management and resolution,, provide input to content in SharePoint, and support "request for change" process. Candidate is responsible for account management (create new accounts, unlock/disable/enable accounts, unlock.enable client devices, de-provision accounts, Responsible to support enterprise backups, manage distribution lists, support and validate patch management, file restoration. Provides SIPRNET service desk support, comprehensive network management functions including 24x7 on-call mobile, very small aperture terminal (MVSAT) support, 24x7 on-call support to re-route network traffic, maintain routers on Coast Guard cutters, configure and maintain visibility on status and deployment of contingency VPN routers, update documentation on triaging internet connectivity issues related to the Joint Regional Security Stacks adn DISA Internet Access Points, complete recurring maintenance and troubleshooting on all deployable contingency equipment at the Coast Guard Communications Command in Chesapeake, VA

Responsibilities

• Manage trouble tickets in Remedy
• Account management
• Permission and access management
• Provide email and mobile device support
• Support virtual desktop
• Support user transfers
• Support hardware and software configuration, operation/use and troubleshooting
• Provide Tier I/II support to users including respond to and resolve issues
• Ability to install and test computer-related equipment
• Create and verify backups, review app;lication logs
• Experience with system and architectures and associated hardware (mainframe, mini or client/server-based)
• Manage configuration and operation of client-based computer operating systems
• Provide system administration support
• Provide network administration support, especially to USCG cutters

Qualifications

• Associates degree in technical field
• 3+ years experience in service desk
• 3+ years experience providing technical support for hardware and software issues on LAN and WAN Internet systems and segments
• Experience with Remedy, Windows server domain (physical and virtual), LAN/WAN and Internet systems, Office 365, Windows 10, Microsoft Office, Active Directory, file server environments, Microsoft System Center Configuration Manager (SCCM), hardware installations (workstations, peripherals and servers)
• Monitor the system and respond to security or usability issues
• Perform data collection integrity and validate proper results
• Effective written and verbal communication
• Ability to provide professional, courteous support to customers
• Sec+ certification
• US Citizen and Secret clearance...

Intellect Solutions, LLC is a growing Women-owned, HUBZone-certified small business with offices in Alexandria, Virginia and Herndon, Virginia, supporting clients across the United States. We provide solid benefits, competitive salaries, a friendly working environment, and opportunities to learn and grow. Our superior staff retention rate of over 90% for the last two years is proof of a great working environment and management that cares about its people. We are an Equal Opportunity Employer. Thank you for your interest!