Help Desk Technician I (MCU)

Overview: AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Engineering & Analysis, Test & Evaluation, and Training.

Responsibilities: An Average Day:

As Help Desk Technician I, you will create and troubleshoot tickets and provide in-person, over-the-phone, and remote technical support. This role offers a diverse mixture of resolving technical issues and customer interactions. Additionally in this position you will:* Log all help desk requests, generate trouble tickets, record resolution actions and time, and provide status to the Government. * Create, modify, maintain, delete, and troubleshoot Active Directory client accounts and systems. * Troubleshoot and resolve user/client standard end user devices application and configuration problems via telephone assistance call, remote control, and at user locations, including but not limited to operating systems. * Maintain and support end user device operating systems and application software. * Apply configuration changes, service packs, patches, updates, and security fixes and virus definition to end user devices. * Troubleshoot and resolve user issues with cloud-based services such as Google Workspace or Microsoft Office365. * Perform troubleshooting to resolve software baseline applications and E-Mail problems. * Coordinate standard system image configuration changes with the SCCM Image Team. * Install, configure, and maintain authorized client applications and software baselines on end user devices. * Perform minor hardware repair and replacements on government authorized computer systems. * Create/update documentation for technical processes. * Assist with installing/testing of system software or hardware configurations and coordinate the documentation of all hardware and software changes. * Use the Enterprise Service Desk system to create, modify, update, and resolve customer support requests. * Assist in the preparation of technical documentation and configuration of change requests. * May assist with MCU content management responsibilities as needed.

Qualifications: * As a requirement of this position, all candidates must be a U.S. Citizen. In accordance with 8 U.S.C. 1324b(a)(2)(C) , we will not consider candidates for this position who do not meet the aforementioned conditions. * Must hold active DOD Interim Secret or Secret Clearance * Must have 1 year of demonstrated help desk, desk side or similar technical support experience. * DOD 8570 IAT Level II certification compliance is required at hire (Such as CompTIA Security+ CE, with enrollment in the Continuing Education (CE) program). * Experience with Microsoft Office Outlook, Excel, and Word * Experience with ticketing systems like Remedy, ServiceNow, Connectwise, Jira, Etc. * Experience with Active Directory, Windows devices and Windows Operating Systems (OS) * Excellent interpersonal and communication skills (written and oral). * Strong team player; self-assured, confident, and goal oriented. * Ability to organize and manage multiple priorities and delegate effectively. * Ability to solve problems and translate policies into daily routine operations. * Keen attention to detail. * Weekend or after-hours support may be required on occasion.

EEO Statement: EEO Race/Sex/Disability Status/Veteran Status