Help Desk Technician WNOC

IT Tech Direct/TechPerm is hiring an on-site help desk professional to support the CBP LMR Wireless Network Operation Center (WNOC) in Orlando, FL. You will work in a 24x7x365 federal environment with the flexibility to staff shifts and the responsibility that comes with a mission-critical network. This full-time role includes $60,000 to $70,000 per year plus benefits designed to support you and your family.

Responsibilities

• Provide 1st level help desk support for the CBP LMR Wireless Network Operation Center (WNOC)
• Monitor and manage CBP’s TACCOM LMR interface network, including service restoration
• Act as a single point of contact for the government and be the first contact for technical assistance via phone or email
• Perform remote troubleshooting using diagnostic techniques and targeted questions
• Identify the best resolution path based on issue details, then walk users through the problem-solving process
• Escalate unresolved issues to the next level of support and follow standard escalation procedures
• Record events, problems, and resolutions in logs, including timely updates and accurate closure
• Monitor network performance metrics such as availability, utilization, throughput, and latency
• Ensure timely and accurate feedback to customers and pass user feedback to the appropriate internal teams
• Document knowledge with knowledge base tech notes and articles and identify opportunities to improve procedures
• Support hardware verification (HDD, mouse devices, keyboards, and other components) and install/configure software as specified
• Reset passwords and unlock user accounts, and provide guidance for operating software and computer equipment
• Liaise with vendors and other IT personnel for resolution, and prepare accurate daily, weekly, and monthly CIO reports from ticketing systems and databases
• Stage and prepare TACCOM LMR equipment for shipment to the field under government oversight
• Under government direction, assist the test laboratory on non-production systems by setting up equipment, configuring systems, conducting technical testing, disassembling, and packaging equipment
• Perform Motorola radio console password reset
• Support ad-hoc technical events and projects, including dispatching on-site technical resources as needed
• Prepare reports and documentation in support of ongoing operations

Requirements

• Active Top Secret/SCI Federal Government Clearance
• Secret clearance (Required)
• 5 years of experience in a help desk environment (Required)
• Experience in an enterprise government and/or military technical help desk environment (needed)
• Shift availability for Day Shift (Required)
• Shift availability for Night Shift (Required)
• Shift availability for Overnight Shift (Required)

Technologies

• Motorola P25 LMR
• TACCOM LMR
• Motorola radio console

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Preferred Technical Certifications

• ITIL Foundations
• A+ Network + Microsoft Certifications
• Motorola P25 LMR

Location: Orlando, FL (In person)

Job type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Education: Bachelor’s degree preferred but not needed; technical certifications are a plus