Help Desk Technician

Titan Technologies, LLC (Titan) is seeking an experienced, self-directed, Help Desk Technician to support the Special Operations Forces Information Technology Enterprise Contract (SITEC) III contract. As a member of our team, you will help to assist USSOCOM, Service Component Commands, Theater Special Operations Commands (TSOC), and deployed forces in the delivery of a full spectrum of Information Technology (IT) services to operate and maintain information flow, communications, and connectivity globally.

Under the direction of the Sr. Help Desk technician, the Help Desk provides support to users in resolving problems using help desk center tools. The responsibilities of the Help Desk may also include support in the areas of electronic mail, account creation and maintenance, standard desktop applications, and applications developed by the Government. The Help Desk technician will provide EOC Site/Local help desk services and act as the POC for creating, responding to, and resolving end user incidents. This Technician will coordinate Incident Reports and Service Request resolutions with the proper personnel at the various site locations, while tracking resolutions from initiation to conclusion on behalf of the end user.

Duties include but are not limited to:

• Create tickets within the IT Service Management (ITSM) tool Remedy.
• Troubleshoot and repair end user devices.
• Install and troubleshoot software.
• Re-image hardware.
• Perform shared file access maintenance.
• Maintain accounts.
• Create tokens.
• Reset CAC/Token pins.
• Maintain local registration authority capabilities.
• Provide information and tracking on IT Projects, ASIs, incidents, and changes that impact customers Ensuring incidents are routed and/or escalated to the appropriate support group.
• Escalate tickets to other IT support groups and/or vendor support.

Required Qualifications: 

• Active DoD TS/SCI clearance required
• DoD 8570 IAT II certification (e.g., Security+) required
• At least 1 year of help desk experience in a multi-user environment
• Strong understanding of PC operating systems and working knowledge of networking and email systems
• Excellent written and verbal communication skills with a strong customer service focus

Preferred Qualifications:

• Provides support to users in resolving problems using help desk center tools including MECM, VMWare, ESXi and NetApp ONTAP.

Education:

• HS with 6 years of experience OR  AA + 4 yrs of experience OR BS + 2 years of experience OR MS + 0 years of experience  

Clearance:

• Applicants selected will be subject to a security investigation and must meet eligibility requirements for access to classified information.

Company Description:

Titan Technologies, LLC and our wholly owned subsidiaries, TelaForce, LLC, Titan Facilities, Inc. and Zen Strategics, design, build, integrate, and manage innovative solutions and software applications. Our remarkable people, working collaboratively under a shared vision, have earned a reputation with our customers for delivering results with maximum impact. Sound intriguing? Consider Titan Technologies for the next step in your career journey and be part of an impactful team!

Titan is proud to be a Service-Disabled Veteran Owned Business.