IT Help Desk Technician

The incumbent will operate within CNIC’s technical support structure, delivering timely assistance to a large user base while adhering to government standards and ticketing protocols. The role requires a proactive approach to incident management, documentation, and asset support for a diverse set of devices and technologies.

Responsibilities

• Provide troubleshooting and remediation for desktop operating systems (notably Windows 10) and periodic updates.
• Install and support new or reissued PC hardware and software, addressing issues as they arise.
• Accurately complete CNIC user agreement forms and other property control processes, securing signatures and distributing forms promptly.
• Integrate system peripherals such as printers, scanners, digital senders, and mass storage devices into users’ workstations.
• Configure and support end‑user network connectivity, including wired and wireless LAN in building 111.
• Demonstrate knowledge of Google Android and Apple iOS operating systems used on mobile devices and supported hardware like smartphones and tablets.
• Show proficiency in Android’s Linux‑based open‑source technology and troubleshoot devices from major manufacturers such as Samsung Android devices and Apple iPhone/iPad, aligning with government standards to customize and resolve user issues.
• Complete Purebred training to perform Purebred Agent duties, assist mobile wireless users registering credentials with the DISA database, and verify STIG requirements on smartphone devices.
• Provide support for all IT equipment including PCs, printers, portable computers, multi‑function devices, smartphones, Polycom video teleconferencing units, and other IT assets.
• Install, configure, and support current and future networking protocols for both wired and wireless connectivity for local and remote users.
• Install, configure, and troubleshoot Outlook and guide users in managing email rules, folders, and archives.
• Log initial service requests that bypass the NMCI Helpdesk into the CNIC G2 Trouble Ticket Tracking Database within an agreed timeframe, no later than 4 business hours after completion of the call.
• Acknowledge incidents within the specified timeframe and keep users informed.
• Document all tasks, troubleshooting steps, and current incident status in the G2 Trouble Ticket Tracking Database within 4 business hours after the most recent customer contact.
• Perform hardware relocation, installation, expansion, connection/disconnection, upgrades, maintenance, and preventive maintenance of computer systems and peripheral devices.
• Provide support for CAC deployment, and troubleshoot smart card readers, middleware, and PKI certificates; assist CNIC personnel with CAC cards and software certificates.
• Deliver unserviceable or excess IT equipment to the staging area for disposal.
• Support asset inventory services for IT peripherals, including external drives, Apple devices (iPhones, iPads, wireless devices), iPads, Mifi units, VTC units, monitors, laptops, and desktops for 750+ users.

Requirements

• Active Secret clearance is required.
• Bachelor’s degree.
• Six years of technical experience with a broad range of hardware and software applications.
• Strong customer interface skills and the ability to communicate effectively with a diverse user base.

Technologies

• Windows 10
• Google Android
• Apple iOS
• Android's Linux‑based open‑source technology
• Samsung Android devices
• iPhone and iPad hardware
• Outlook
• CNIC G2 Trouble Ticket Tracking Database
• NMCI Helpdesk
• CAC deployment and smart card readers
• PKI certificates
• Security Technical Implementation Guide (STIG) requirements
• DISA database
• Polycom video teleconferencing (VTC) units

Physical Requirements

• Sit for extended periods at a computer workstation.
• Use hands and fingers to operate keyboards, mice, and related input devices.
• Communicate effectively, both verbally and in writing.
• Visual abilities including close, distance, and depth perception, with the ability to adjust as needed.
• Stand, walk, bend, or reach and access equipment located in data centers, offices, or under desks.
• Lift and/or move equipment weighing up to 25 pounds.