Service Desk Technician III (19-064)

Location: Washington, DC

Security Clearance Eligibility: Top Secret security clearance or DOE "Q" clearance is required

Duties and Responsibilities:

1 Source is looking for a Service Desk Technician III to work collaboratively with other contractors and federal staff at the Department of Energy (DOE) to review computer systems in terms of machine capabilities and man-machine interfaces, and prepares reports and studies concerning hardware/software for systems and applications. Other duties and responsibilities include, but are not limited to:

  • Prepares functional requirements and specifications for hardware/software acquisitions
  • Ensures that problems have been properly identified and solutions will satisfy the user's requirements
  • Possesses the ability to work independently and provides supervision of staff
  • May perform other duties as assigned

Qualifications:

Education and Years of Experience:

  • Bachelor’s degree in related field is strongly preferred
  • 10+ years of experience

Required Skills:                      

Support multiple classified and unclassified network supporting 4000 users with an average of 1000 tickets per month broken down as follows:

  • General Desktop Support: 40%
  • General Email Support: 15%
  • Entrust Application: 10%
  • General Unified Communications: 10%
  • General Account Management: 10%
  • Remaining/Others: 15%

In support of these users:

  • Provide Tier 1 and Tier 2 Help Desk support to user community (phone, email or drive-by)
  • Follow established processes, using Active Directory to reset user passwords, create/delete user accounts and assign account privileges
  • Utilize remote access tools such as DameWare, Skype for Business to resolve issues
  • Utilize TicketWeb (SolarWinds) to log tickets
  • Document and update known fixes for future reference in knowledge base
  • Perform WebRAO duties to issue PKI certs for secure browsers
  • Onboard new employees and train on system
  • iPhone 6/7/8 and tablet support (set up email access)
  • Daily checks and performance monitoring to ensure system integrity, documenting and reporting alerts per established processes
  • Assign, activate, troubleshoot and reset RSA Tokens
  • Entrust Administrator duties (create, restore and troubleshoot accounts)
  • Escalate Issues as needed to Tier 3 (Server, Exchange, Network, SharePoint) Teams

Clearance Requirements:                                                  

  • Top Secret security clearance or DOE “Q” clearance is required

Location:

  • Washington, DC

1 Source in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status.

1 Source is an Equal Opportunity Employer and strives for diversity. Careers with 1 Source feature excellent growth, very competitive health and welfare benefits, and 401(k) program with a Company match.