Help Desk Technician (TS/SCI clearance) from ALTA IT Services

• Serve as the primary point of contact for end users to provide ongoing support, monitoring, and lifecycle management of incident tickets. 
• Provide Service Desk customer support for all AFOSI computer networks and systems with an emphasis on customer services and call/ticket resolution at differing classification levels including controlled unclassified information, Secret, Top Secret, and Counter-Intelligence. 
• Deliver comprehensive, end-to-end customer IT support to include transitioning, operating, maintaining, tracking, restoring, protecting, and backups. 
• Document troubleshooting and customer interaction in the tracking system work log. 
• Recognize application and technical problem trends and provide mitigation plans to avoid future occurrence. 
• Notify customers when there is a change in ticket status or priority or when necessary to ensure good customer service. 
• Monitor tickets for trends and patterns indicating a significant outage or event and ensure affected customers are notified early and are updated regularly. 
• Perform the installation of equipment, connection of peripherals, and the installing/deleting of client level software and ensure all documentation is in accordance with AF and DoD policies, guidance, and directives. 
• Implement client workstation software patches, security fixes, and service releases according to local instructions. 
• Manage and establish network user accounts. 
• Support customer requests and troubleshoot including administrative and technical assistance for all aspects and types of workstations, mobile devices, VPN, laptops, and tier one troubleshooting of VTC/Global Video System (GVS) issues prior to escalation.

• 3-5 years experience in a help desk or technical support role. 
• Must be certified at IAT Level II (Security+ or other certification satisfying DoD 8140 certification requirements). 
• Experience managing ticket resolution ITSM, such as Remedy. 
• Experience with mobile device management, including handling mobile device requests in accordance with AF policies, issuing devices, administering accounts, and troubleshooting mobile devices. 
• Experience with iPhone mobile devices and PureBred software for mobile device management. 
• Experience with Blackberry devices and Blackberry Unified Endpoint Management software on mobile devices. 
• Must be able to provide courteous, timely and professional treatment of all customers when a problem is reported through necessary troubleshooting, elevations, collaboration and resolution. 
• Must have outstanding customer service and communications skills and able to interact professionally within all levels of an organization. 
• Must be a US citizen and hold a current Top Secret or TS/SCI clearance 

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