Information Technology Help Desk Support Technician

Job Description

ProSidian seeks an Information Technology Help Desk Support [IT Desktop Support (Help Desk) Technician] in Ft. Bliss, TX to support Help Desk requirements.  The candidate will perform IT Help Desk Services (level 1 & 2 category support) on both the computer network as well as telephone system supporting a user base of around 300 people.  

Based on past history there is a record of 50 tickets processed monthly. The technician will be maintaining and potentially troubleshooting all devices on the networks such as desktop computers, laptops, printers, fax machines, and all ancillary items related to these systems as well as telephones and telephone service. This individual will troubleshoot problems with desktop computers, network connectivity, phones, and other peripherals via phone, email, or in person.

It is imperative that The IT Desktop Support Technician have the requisite skills and knowledge to provide a stable and usable environment in a timely manner.  The IT Desktop Support Technician shall troubleshoot problems with desktop computers, network connectivity, phones, and other peripherals via phone, email, or in-person until the work order is complete.  

The IT Desktop Support Technician shall also support the existing and newly acquired hardware and software. This includes, but is not limited to, maintaining Windows 10 operating systems, Microsoft Office 2013 Suite, Adobe Acrobat Pro, as well as Microsoft Outlook setup.

• Objective. The objective is to provide IT Help Desk Services to support Stakeholder User Group And Mission Support Representative Personnel.  This includes desktop computers, laptops, printers, and all ancillary items related to these systems as well as telephones and telephone service.  The IT Desktop Support Technician will troubleshoot problems with desktop computers, network connectivity, phones, and other peripherals via phone, email, or in person, permitting the mission to move forward without undue delays.

Perform all required IT Help Desk functions, tasks, and responsibilities and maintain responsibility for expertise and experience to meet the conditions to perform IT Help Desk services on the Fort Bliss Campus Area Network (CAN) located on East or West Fort Bliss, Texas, within the operational footprint.  The operational footprint consists of 250+ personnel (military, civilians, and Contractors).  It is imperative that The IT Desktop Support Technician have the requisite skills and knowledge to provide a stable and usable environment in a timely manner. The contract for this project is 3 years in duration will annual evaluations.

• Perform IT Help Desk Services (Level 1 & 2 Category Support) on both the computer network as well as telephone system supporting a user base of around 300 people.
• Based on past history there is a record of 40 tickets processed monthly.
• Maintain and potentially troubleshoot all devices on the networks such as desktop computers, laptops, printers, fax machines, and all ancillary items related to these systems as well as telephones and telephone service.
• Troubleshoot problems with desktop computers, network connectivity, phones, and other peripherals via phone, email, or in person.
• Support the existing and newly acquired hardware and software. This includes, but is not limited to, maintaining Windows 7 or Windows 10 operating systems, Microsoft Office 2013 Suite, Adobe Professional X, and Adobe Professional Suite, as well as Microsoft Outlook setup.
• Maintain a 90% operational capability on a variety of technical systems owned and operated by the government customer. This includes maintenance, updating, backup, and restoring as required.
• All tasks to be conducted are in accordance with the government IT standard operating procedure and protocols.

Personal Computer (PC) and Software Troubleshooting:  serve as an initial point of contact for users of Information Systems (IS) and provide advice and assistance to customers encountering software problems.  The IT Desktop Support Technician shall troubleshoot PCs and software problems within eight business hours of the reported problem by the Stakeholder User Groups and Mission Support Representatives.  Provide a monthly summary of actions performed under this task in the monthly progress report.

Printer/Copier/Fax Support: Configure, test, and add to the FBCAN network printers, copiers, and fax machines. The IT Desktop Support Technician shall perform minor troubleshooting within four business hours of a reported problem to determine if warranty or maintenance services are needed. When it is determined that warranty/maintenance services are required, the contractor shall notify the Information Management Officer (IMO) or the designated IMO representative, who will contact the vendor for service.  The contractor shall maintain logs of usage on printers/copiers/faxes when needed for maintenance agreements.  Provide a monthly summary of actions performed under this task in the monthly progress report.

Help Desk Support: Respond to and support all requests for services through the Help Desk.  Requests for service will be made via email, telephone, or walk-ins.  The ProSidian IT Desktop Support Technician shall run the Help Desk on a daily basis.  IT Desktop Support Technician  shall include:

• Taking requests from Stakeholder User Group and Mission Support Representative personnel; coordinating prioritization of work with the Stakeholder User Group and Mission Support Representative IMO, and taking
• Appropriate action to resolve software/hardware/connectivity issues to restore the user to full service.
• The IT Desktop Support Technician Shall also perform Telephone Control Officer (TCO) duties. TCO duties services include: fulfilling line service requests (LSRs), NIPRnet, and SIPRnet service requests. The IT Desktop Support Technician shall provide a summary of actions performed under this task in the monthly progress report.

Communications Support:  The IT Desktop Support Technician shall answer calls and respond to electronic mail from Stakeholder User Groups and Mission Support Representatives to resolve problems with telephones and telephone service within four business hours of the reported problem.  The IT Desktop Support Technician shall resolve the problem independently or initiate routing of the reported problem to the appropriate source for resolution.  Provide a monthly summary of actions performed under this task in the monthly progress report.

Live Field Experiment Support:  The IT Desktop Support Technician shall coordinate with other organizations, Army and non-Army, on an as-needed basis prior to and during Live Field Experiment exercises, to achieve Live Field Experiment exercise support objectives.  Coordination tasks include:

• On-site configuration and software support of Stakeholder User Group And Mission Support Representative computers used at the Exercise Control Center (ECC).
• On-site trouble-response for Stakeholder User Group And Mission Support Representative reported problems with telephones and telephone service while operating at the ECC for Live Field Experiment support. The IT Desktop Support Technician shall report and coordinate resolution with the local NEC or technical support personnel within two business hours of receipt of the problem report.
• On-site trouble-response for Stakeholder User Group And Mission Support Representative reported problems with wireless devices while operating at exercise locations for Live Field Experiment support.  The IT Desktop Support Technician shall respond within two business hours of the problem reported, resolve if possible, or initiate routing of the reported problem to the appropriate source for resolution.
• The IT Desktop Support Technician will provide support in setting up user computers/workstations prior to Live Field Experiment start dates. Includes imaging computers for Live Field Experiment. Connecting computers to LAN.
• Troubleshooting LAN cable connections, replace/make LAN cables as required for Live Field Experiment.
• The IT Desktop Support Technician will provide support in disconnecting/packing all Live Field Experiment automation equipment at the completion of the Live Field Experiment.
• Provide a monthly summary of actions performed under this task in the monthly progress report.

Qualifications

Employment Requirements: Your employment with the Company is contingent on you maintain the following certifications and qualifications.

• Possess active Computing Technology Industry Association (COMPTIA) A+, and Security+ Certifications.
• Microsoft Technology Specialist Certification (MS Windows 7 and 10)
• Acquire, possess, and maintain appropriate Computing Environment Certification (WIN10) or current computing certificate as directed by the Department of Defense (DoD)
• Acquire, possess, and maintain appropriate certification as a Microsoft Certified Technology Specialist in Windows 10.
• Acquire, possess, and maintain current knowledge of Microsoft operating systems, Office products, and Adobe products.
• DoD Secret Clearance eligibility
• The ProSidian IT Desktop Support Technician shall possess or at minimum be able to obtain and maintain SECRET access eligibility through the completion of a NACLC or equivalent security clearance investigation adjudicated by DoD
• The IT Desktop Support Technician shall provide Microsoft Certified Technology Specialist in Microsoft Windows 7 or Windows 10.
• The ProSidian IT Desktop Support Technician  shall either be a United States Citizen or authorized to work in the United States
• The IT Desktop Support Technician shall comply with all applicable laws and regulations, including but not limited to Federal Law, New Mexico and Texas State Law(s), Occupational Safety and Health Administration (OSHA) regulations, Army and installation regulations.

Required Training.  As new Information Technology courses or updates required to fulfill the scope of the work become available, IT Desktop Support Technician shall train and certify its employees.  As any mandated DoD training or updates are released by the Army, the Government will train and certify contractor employees. IT Desktop Support Technician will be apprised by the Government of training times and location for which Contractor shall schedule its employees to attend.  All training will be conducted during normal operational hours.  

IT Desktop Support Technician Travel:  The primary place of performance will be Fort Bliss, Texas; however The IT Desktop Support Technician shall travel to both other continental United States (CONUS) and outside continental US (OCONUS) locations.  

Travel to Germany, travel to the Republic of Korea (ROK), travel to Japan, travel to Poland, and travel throughout the Continental United States

The support outside Fort Bliss, Texas area will be designated as TDY.  The IT Desktop Support Technician shall obtain all necessary travel documents to execute travel as required, including but not limited to U.S. Government-issued passports to support OCONUS travel requirements.

• All employees must comply with all guidance, instructions, and general orders applicable to U.S. Armed Forces and DoD civilians and issued by the Theater Commander or his/her representative.  This shall include any and all guidance and instructions issued based on the need to ensure mission accomplishment, force protection, and safety.  

The IT Desktop Support Technician shall be required to travel to CONUS/OCONUS locations to perform under field conditions and must be responsible to fulfill all current regulatory and policy requirements to ensure mission accomplishment, force protection, and safety when required for travel to Germany, travel to Republic of Korea (ROK), travel to Japan, travel to Poland, and travel throughout the continental United State.

Additional Information

As a condition of employment, all employees are required to fulfill all requirements of the roles for which they are employed: establish, manage, pursue, and achieve annual goals and objectives with Documented Goals for each of the firm's Eight ProSidian Global Competencies [1 - Personal Effectiveness | 2 - Continuous Learning | 3 - Leadership | 4 - Client Service | 5 - Business Management | 6 - Business Development | 7 - Technical Expertise | 8 - Innovation & Knowledge Sharing (Thought Leadership)]; and to support all business development and other efforts on behalf of ProSidian Consulting.

CORE COMPETENCIES

• Teamwork – the ability to foster teamwork collaboratively as a participant and effectively as a team leader
• Leadership – the ability to guide and lead colleagues on projects and initiatives
• Business Acumen – understanding and insight into how organizations perform, including business processes, data, systems, and people
• Communication – ability to effectively communicate to stakeholders of all levels orally and in writing
• Motivation – persistent in pursuit of quality and optimal client and company solutions
• Agility – ability to quickly understand and transition between different projects, concepts, initiatives, or workstreams
• Judgment – exercises prudence and insight in the decision-making process while being mindful of other stakeholders and long-term ramifications
• Organization – the ability to manage projects and actions and prioritize tasks

OTHER REQUIREMENTS

• Business Tools – understanding and proficiency with business tools and technology, including Microsoft Office.  The ideal candidate is advanced with Excel, Access, Outlook, PowerPoint, and Word, proficient with Adobe Acrobat, data analytic tools, and Visio, and the ability to quickly learn other tools, as necessary.
• Business Tools – understanding and proficiency with business tools and technology, including Microsoft Office.  The ideal candidate is advanced with Excel, Access, Outlook, PowerPoint, and Word, proficient with Adobe Acrobat, data analytic tools, and Visio, and the ability to quickly learn other tools, as necessary.
• Commitment - to work with intelligent, interesting people with diverse backgrounds to solve the most significant challenges across private, public, and social sectors
• Curiosity – the ideal candidate exhibits an inquisitive nature and the ability to question the status quo among a community of people they enjoy and teams that work well together
• Humility – exhibits grace in success and failure while doing meaningful work where skills have an impact and make a difference
• Willingness - to constantly learn, share, and grow and to view the world as their classroom

BENEFITS AND HIGHLIGHTS

ProSidian Employee Benefits and Highlights: Your good health and well-being are essential to ProSidian Consulting.  At ProSidian, we invest in our employees to help them stay healthy and achieve work-life balance.  We are also pleased to offer the Employee Benefits Program, designed to promote your health and personal welfare.  Our growing list of benefits currently includes the following for Full-Time Employees:

• Competitive Compensation: The pay range begins in the competitive ranges with Group Health Benefits, Pre-tax Employee Benefits, and Performance Incentives.  The Company contributes a fixed dollar amount each month towards the Plan you elect for medical and dental benefits.  Contributions are deducted on a pre-tax basis.
• Group Medical Health Insurance Benefits: ProSidian partners with BC/BS to offer a range of medical plans, including high-deductible health plans or PPOs. ||| Group Dental Health Insurance Benefits: ProSidian dental carriers - Delta, Aetna, Guardian, and MetLife.
• Group Vision Health Insurance Benefits: ProSidian offers high/low vision plans through 2 carriers: Aetna and VSP.
• 401(k) Retirement Savings Plan: 401(k) Retirement Savings Plans help you save for your retirement for eligible employees.  A range of investment options is available with a personal financial planner to assist you.  The Plan is a pre-tax Safe Harbor 401(k) Retirement Savings Plan with a company match.
• Vacation and Paid Time-Off (PTO) Benefits: Eligible employees use PTO for vacation, a doctor's appointment, or any number of events in their life.  These benefits include Vacation/Sick days – 2 weeks/3 days | Holidays - 10 ProSidian and Government Days are given.
• Pre-Tax Payment Programs: Pre-Tax Payment Programs are premium-only plans (POPs) that offer eligible employees a complete Flexible Spending Account (FSA) Plan and a tax benefit.
• Purchasing Discounts & Savings Plans: We want you to succeed financially.  Therefore, we offer a Purchasing Discounts & Savings Plan through The Corporate Perks Benefit Program.  This provides special discounts for eligible employees on products and services you buy daily.
• Security Clearance: Due to the nature of our consulting engagements, Security Clearance is required for Engagement Teams handling sensitive Engagements in the Federal Marketplace. A Security Clearance is a valued asset in your professional portfolio and adds to your credentials.
• ProSidian Employee & Contractor Referral Bonus Program: ProSidian Consulting will pay up to $5k for all referrals employed for 90 days for candidates submitted through our Referral Program.
• Performance Incentives: Due to the nature of our consulting engagements, performance incentives are associated with each new client that each employee works to pursue and support.
• Flexible Spending Account: FSAs help you pay for eligible out-of-pocket health care and dependent daycare expenses on a pre-tax basis.  You determine your projected costs for the Plan Year and then elect to set aside a portion of each paycheck into your FSA.
• Supplemental Life/Accidental Death and Dismemberment Insurance: If you want extra protection for yourself and your eligible dependents, you can elect supplemental life insurance.  D&D covers death or dismemberment from an accident only.
• Short- and Long-Term Disability Insurance: Disability insurance plans are designed to provide income protection while you recover from a disability.

ADDITIONAL INFORMATION - See Below Instructions On The Best Way To Apply

ProSidian Consulting is an equal opportunity employer and considers qualified applicants foremployment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, Vietnam era, or another eligible veteran status, or any other protected factor.  All your information will be kept confidential according to EEO guidelines.

ProSidian Consulting has pledged to the Hiring Our Heroes Program of the US Chamber of Commerce Foundation and the "I Hire Military" Initiative of The North Carolina Military Business Center (NCMBC) for the State of North Carolina.  All applicants are encouraged to apply regardless of Veteran Status.

Furthermore, we believe in "HONOR ABOVE ALL"—success while doing things the right way. Pride comes from the challenge; the reward is excellence in the work.

For Easy Application, Use Our Career Site Located On Http://Www.ProSidian.Com/ Or Send Your Resume, Bios, And Salary Expectations / Rates To Careers @ ProSidian.Com & Recruiter @ ProSidian.Com

ONLY CANDIDATES WITH THE REQUIRED CRITERIA ARE CONSIDERED.

Be sure to place the job reference code in the subject line of your e-mail.  Be sure to include your name, address, telephone number, total compensation package, employment history, and educational credentials.

Risk Management | Compliance | Business Processes | IT Effectiveness | Engineering | Environmental | Sustainability | Human Capital