Help Desk Technician 1 (Iridium)

Trace Systems • Tampa, FL

15h

About The Position

Trace Systems is actively recruiting for a Help Desk Technician with expertise in Iridium equipment to join our team in Tampa, FL.
Duties and responsibilities include:
Provide support to remotely deployed telecommunications systems, services, and computing equipment. This support includes data, transmission (e.g., satellite, wireless, cable, or fiber), voice, video, and any interoperability/connectivity support requirements for installed computers, voice handsets, and associated peripherals and software. Limited support for “bring your own device” (BYOD) is included.
Provide Tier-I support to end users as the entry point for customers by receiving, recording, resolving and/or escalating requests for service or incidents.
May interact with network services, systems engineering, and/or applications development to restore service and/or identify and correct core problem.
Escalate more complex problems to next higher tier support level for resolution.
Monitor trends in problems and questions and seek opportunities to improve support and training processes.
Responsible for support of multiple information and computing systems to include all documentation, traffic analysis, and system uptime monitoring.
Provide boundary protection monitoring, health checks, and reporting for networks through firewall, proxy, and intrusion detection capabilities.
Produce and deliver network metrics information and reports, as scheduled or directed, for company program management and supported customers.

Requirements

• Active, in-scope US Government issued Secret clearance. Interim is permitted.
• Due to the nature of the work and US Government requirements, US Citizenship is required.
• Position requires a minimum of one (1) year of experience in campus or enterprise network and troubleshooting baseband architectures including configuring, operating, and maintaining IP networks.
• An ITIL Foundations (v4) certification is required within 120 days of the hire date.
• Experience in Network Operations Centers (NOC) or Help Desk and IT customer support and environments.
• Strong working knowledge of Microsoft operating systems, products, applications, and hardware/software troubleshooting techniques.
• Ability to operate and maintain large databases supporting equipment inventory, allocation/billing, tracking, and equipment parts database.
• Knowledge of information technology and knowledge and experience with commercial and tactical military satellite technology architectures, standards, system, hardware and software.
• Ability to manage IP over wired, wireless, or SATCOM networks.
• This position supports continuous (24/7/365) network operations, must be able to perform shift work, including weekends and holidays.

Nice To Haves

• Prefer previous experience in the following areas: Iridium DTCS, SBD, Telephony, Network Management.
• ITIL(V) Foundations
• Help Desk certification: help desk 2000 or HDI certified help desk professionals
• DoD 8570 IAT Level II certification (e.g., Security+, SSCP, or GSEC)
• IT or network technical certifications (e.g., Network+, CCNA R+S, CCNA Wireless, CWTS, CWNA)
• VMWare experience or certification
• Microsoft certifications in Technology or Solutions track
• iDirect IOM, iROCC or other iDirect Government training/certification
• Satellite Communications Network Operations or Coordination training or experience
• Experience in Windows Server administration
• Experience in Microsoft SharePoint Development
• Experience in Network Operations Center (NOC) operations and environments.
• Military Signal, Communications, IT, or Cyber Background
• Diploma or Certificate in EE, IT, or related field (e.g., Network, Systems, Computer, Cyber)
• Understanding of monthly report requirements and ability to complete reports on time
• College degree preferred with a major or course track in communications, IT, or EE. Additional years of experience can be substituted in lieu of a degree.

Responsibilities

• Provide support to remotely deployed telecommunications systems, services, and computing equipment.
• Provide Tier-I support to end users as the entry point for customers by receiving, recording, resolving and/or escalating requests for service or incidents.
• May interact with network services, systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Escalate more complex problems to next higher tier support level for resolution.
• Monitor trends in problems and questions and seek opportunities to improve support and training processes.
• Responsible for support of multiple information and computing systems to include all documentation, traffic analysis, and system uptime monitoring.
• Provide boundary protection monitoring, health checks, and reporting for networks through firewall, proxy, and intrusion detection capabilities.
• Produce and deliver network metrics information and reports, as scheduled or directed, for company program management and supported customers.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED