Wireless Network Operations Support Jobs

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Today

Help Desk Technician WNOC

IT Tech Direct/TechPerm Orlando, FL

Orlando, FL

Today

$60k - $70k/yr Full time Customer Support Help Desk Support Incident Management

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Job Description

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

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