Help Desk Specialist Jobs

Job title: Help Desk Specialist

Location: Naval Station Guantanamo Bay

Status: Full-time

Clearance: Top Secret w/ SCI Eligibility

Shift: Day

About Us: RTL Networks, Inc. is a rapidly growing company primarily focused on providing information technology (IT) support services and personnel to a variety of commercial and government customers for long term contracts. By providing a wide array of professional services and products, we help our customers leverage technology and operate with total confidence in the predictability, security, and reliability of their technology resources to meet business objectives.

Summary:

RTL Networks is seeking candidates to provide IT support services for NIPRNET, SIPRNET, JWICS, and Special Access information systems in the NCR and NSGB duty locations. These are predominantly client/server networked systems but do include standalone information systems. The following tasks outline the mission essential functions within the Office of Military Commissions IT environment.

Primary Responsibilities:

• Provide desk side training to the end user for standard software and equipment issues as requested. Desk side training includes but is not limited to software and equipment demonstration, tri-fold brochures and quick start guides, and demonstration of links to online and web-based IT training.
• Provide IT Help Desk support using the Information Technology Infrastructure Library (ITIL) Information Technology Service Management (ITSM) model during OMC business hours.
• Facilitate mapping and troubleshooting user access to shared network resources.
• Provide voice over Internet protocol (VOIP) and Secure VOIP troubleshooting, this includes port activation requests, connectivity, and trouble ticket submission.
• Provide VTC support for scheduling, call setup, testing, and troubleshooting measures.
• Provide IT support services and call triage including First Call Resolution, Impact and Priority Based Incident Categorization.
• Submit tickets for all reported incidents, work orders, and service requests within 72 hours of notification. Shall to utilize Government approved tools to accurately report, document, administer, and resolve customer issues. Government provided tools include but are not limited to the following: (1) BMC Remedy for ticket tracking and routing; and (2) Microsoft SharePoint, as a knowledge management repository for SOP’s.
• Provide surge support to NSGB in support of OMC Users participating in court hearings, trial activities, and other events as required.
• Provide onboarding and provisioning of new accounts, and deprecation for users departing the organization.
• Provide transportation, delivery and setup of IT assets throughout the NCR and NSGB. The Government will provide transportation to Guantanamo Bay, Cuba and for shipment of IT assets. Transportation, delivery and setup of IT assets throughout Guantanamo Bay, Cuba, will require the contractor to use Government vehicles in NSGB and will have to sign an indemnity agreement.
• Maintain a professional appearance and demeanor during duty hours, official travel, and when working with the user community.
• Provide timely customer feedback, monitor/update the status of assigned tickets, and ensure warm hand-off and/or ticket escalation.
• Provide support for computer peripheral device requests, installation, and troubleshooting IAW established policies and procedures.
• Provide maintenance and support for local/networked printers, scanners, digital senders, and other multifunction devices. The contractor will procure replacement parts (e.g. Fuser) and other consumables (e.g. Toner) on a cost reimbursable basis as required.
• Image information systems using government provided operating system images.
• Provide PKI Trusted Agent (TA) support, this includes but is not limited to; submitting new token requests, retrieving, issuing tokens, and the collection/turn-in of returned/expired tokens IAW established policies and procedures.
• Provide support for software requests, installation, and troubleshooting IAW established policies and procedures.
• Troubleshoot all information system hardware line replaceable units (LRU).
• Provide support for mobile device requests, issuance, accountability, troubleshooting, and retrieval IAW government approved processes.
• Provide O&M support for OMC desktop, laptop, and tablet information systems.

Qualifications:

• Shall possess at the time of award a TOP SECRET w/ SCI Eligible security clearance

Required Certification:

• DOD 8570.01M IAT- Level II

NOTE:

• U.S. Citizenship required.
• Applicant selected for this position must have a current security clearance.

• Copies of certifications are required.
• Chosen applicants will be required to pass pre-employment drug screening and a criminal background check.

RTL Networks, Inc., is proud to be an Equal Opportunity/Affirmative Action Employer making decisions without regard to, age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.

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