IT Help Desk Technician

Katmai is hiring an IT Help Desk Technician to provide end user service desk support and related IT services in both unclassified and classified environments. The role supports Tier 1 through Tier 3 issues and requests across three enclaves and administers Windows and Active Directory environments at Offutt AFB, NE (onsite).

Responsibilities

• Provide end user service desk support across three enclaves via phone, email, and chat.
• Handle Tier 1, Tier 2, and Tier 3 issues and requests using JitBit and GitLab ticketing solutions.
• Perform and document daily ticket follow-ups with end users in the respective ticketing system.
• Administer Active Directory and group policy changes as directed.
• Provision customer, admin, and service accounts using Active Directory.
• Troubleshoot and resolve account issues related to username, password, and permissions.
• Uninstall and reinstall approved software applications on end user devices.
• Conduct site surveys as requested by customers or management.
• Install, configure, and ready client devices and associated peripherals, including KVMs and monitors, at customer-requested locations.
• Provide hardware support for clients and for KVMs, monitors, printers, and accessories.
• Maintain inventory for clients, servers, monitors, and KVMs, including Rogue Blue Software devices.
• Maintain inventory for software programs on Rogue Blue Software networks.
• Provide support for general “how-to” inquiries from Rogue Blue Software customers.
• Maintain regular and punctual attendance.
• Perform other duties as assigned.

Requirements

• Experience supporting Windows Server operating systems, including Windows 2012 and Windows 2016, plus Windows Active Directory and other Microsoft tool and application environments.
• Four (4) to eight (8) years of experience demonstrating and practicing knowledge, skill, and ability in information systems security across physical environment, cultural environment, and technology environment.
• DoD 8570.01-M baseline certification requirement: CompTIA A+ or Security+ CE (or equivalent as specified in DoD 8570.01-M), IAT Level II, and DoD 8570.01-M Computing Environment Certification. Microsoft Modern Desktop Admin Associate is preferred, or other current Microsoft certifications.
• Maintain an active Top Secret Security Clearance (generally requires U.S. citizenship).
• Obtain and maintain any necessary security access and/or background checks.
• Excellent written and communication skills.

Technologies

• Windows Server Operating Systems
• Windows 2012 and Windows 2016
• Windows Active Directory, Active Directory, and Group Policy
• JitBit and GitLab
• CompTIA A+ and Security+ CE
• Microsoft Modern Desktop Admin Associate
• KVM and Rogue Blue Software
• Microsoft tool and application environment

Compensation

Salary: $75,000 to $80,000 per year.

Benefits

• Medical, Dental, Vision, Life & AD&D Insurance
• Long-Term & Short-Term Disability Insurance
• 401(k) Savings Plan
• Employee Assistance Program (EAP)
• Vacation & Paid Personal Time
• 11 Paid Federal Holidays
• Leave of Absence

Work Schedule

• Schedule: Full-time
• May require additional hours as needed to complete an assignment or project.

Travel

Expected travel time is less than 25%.

Driving Requirements

• Must have or be able to attain a valid state driver’s license and be insurable on the company’s automobile insurance policy.
• Driving, with or without accommodation, may be required for training and/or short occasional amounts of local driving.
• Expected driving time is less than 25%.

Work Environment

• Work is performed primarily indoors in a well-lit office or server room environment.
• The environment is normally air conditioned, but conditions may change depending upon circumstances.
• Work may need to be performed in a fast-paced environment requiring quick thinking and rapid judgments.
• Exposure to a wide variety of clients with differing functions, personalities, and abilities.

Physical Demands and Accommodations

• Position includes sitting for long periods and using hands and fingers for speaking, translating, and other tasks.
• May require walking, standing, bending, kneeling, stooping, crouching, and lifting equipment up to 20 pounds.
• Moderate to extended periods of office work with heavy computer usage.
• Katmai provides reasonable accommodations in accordance with applicable state and federal laws for qualified individuals with physical or mental disabilities.