Help Desk Support Technician

BRS is hiring a Help Desk Support Technician to provide service desk support for a government IT program supporting the Fort Devens client in Devens, MA. This is a full-time, fixed one (1) year contract onsite, with responsibilities spanning day-to-day operations and hands-on “touch labor” for unclassified and SIPRNET-connected devices.

Role and support scope

• Serve in a working and lead capacity for Help Desk Support Technician activities.
• Support O&M functions for the program’s end-user environments.
• Provide touch labor services for unclassified computers and peripheral devices, including installation, troubleshooting, and facilitating repairs.
• Provide touch labor services for printers, copiers, scanners, and multi-function devices residing on the SIPRNET, including installation, troubleshooting, and repair.
• For SIPRNET devices, replacement parts costs and equipment moving/setup are not included.

Technical responsibilities

• Use proficiency with MS OS / Microsoft OS’s to support the environment.
• Apply installation guides and implement new software products as needed.
• Be familiar with network file shares, data synchronization, and data backup and transfer techniques.
• Maintain proficiency with hardware including PCs, printers, scanners, plotters, card readers, and other peripherals.
• Diagnose and correct hardware problems, perform upgrades, and install new or replacement hardware.
• Be familiar with STIGs for networked devices.
• Evaluate customer-prepared requests for acquisition and lifecycle replacement of end user devices, including computers, laptops, and other hardware.

Collaboration and communication

• Demonstrate critical thinking alongside strong communications skills (written and oral).
• Maintain a strong customer service orientation and excellent interpersonal skills.
• Listen to end user descriptions, interpret issues accurately, and explain resolutions when necessary.

Minimum requirements

• One (1) year of professional experience within a help desk role.
• Proficiency with Microsoft OS’s.
• Sufficient knowledge of Active Directory, group policies, and networks to add systems/users, diagnose login problems, and identify whether an issue is related to group policy or network conditions.
• Proficiency with PowerShell Scripting.
• SECRET Clearance or the ability to receive.
• United States required work authorization.

Technologies

• MS OS, Microsoft OS’s
• Active Directory
• Group Policies
• PowerShell Scripting
• SIPRNET

Benefits

• Paid holidays
• Paid time off
• Medical, dental, and vision
• Flexible spending account
• LTD & STD
• Company-paid life insurance
• 401(k)
• Tuition reimbursement

Work location and physical requirements

• Fort Devens, MA (onsite). Local candidates only; not remote.
• Predominantly indoors in a normal office environment.
• Must be able to sit, stand, walk, stoop, kneel, and reach.
• Must be able to speak, write, read, and understand English.
• May require frequent computer use for several hours at a time.
• Frequently work at a fast pace with unscheduled interruptions.
• Must have visual acuity.
• Must be able to lift up to 50 pounds.