IT Help Desk Agent - Bowhead / UIC Technical Services

IT Help Desk Agent (EITAAS-2024-21840):

Bowhead seeks an IT Help Desk Agent that will provide multiple tier support to end users.  The ideal technician will have 2+ years of IT help desk experience with a strong background in Microsoft Office365.  They will be required to answer questions or resolve computer problems for clients in person, via telephone or email.  Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. 

The IT Helpdesk Agent will be responsible for working Day, Swing, or Night shifts which consist of the following:

Day Shift: 8:00am - 4:30pm

Swing Shift: 11:30am - 8:00pm

Night Shift: 8:45pm - 5:15am 

Job duties will include but are not limited to: 

• Install separate LAN closet for Government NIPRNET and SIPRNet connection
• Install required power and cooling to the LAN closet
• Install and configure any hardware and connectivity needed for the Automated Call Distribution (ACD) system
• Configure and install agent workstations with EDC/SDC images, peripheral, network connections to support on-premise and virtual service desk analysts.
• ACD Configuration
  • Configure cues, voicemail, call record, etc.
  • Test configuration
  • Configure automation
  • Connect ACD to facility’s NIPRNet circuit
• Establish VPN with CAC connectivity to support remote users
• Support integration with ITSM system

• A+ or Network+ Certificate highly preferred
• Security+ Certification required.
• Two plus(2+) years professional, relevant experience.
• Associate’s Degree in Management Information Systems, Computer Science, or related field and two years of related experience. Degree may be substituted for experience on a year-to-year basis.
• Ability to sit/stand for prolonged periods of time; confined to workstation.
• Climbing, stooping, bending, kneeling, crouching or crawling.
• Pulling or pushing.
• Prolonged use of video display terminals.
• Use of hands to finger, handle or feel; hands, arms, feet and legs.  Sequentially or simultaneous with repetition.
• Ability to Id and distinguish colors.
• Irregular work hours.
• Intense concentration with few opportunities for break.
• Frequent travel from primary place of work.
• Unpredictable deadlines or demands for work product.
• Reach/relocate items above shoulder.
• Working around machinery
• Exposure to extreme cold, humidity or hot temperatures; working outside.
• Skills: critical thinking, active listening, complex problem solving, coordination & instruction, judgment & decision making, and monitoring.
• Knowledge: computers & electronics, customer & personal service, telecommunications, administration & management, and engineering & technology.
• Abilities: oral/written comprehension/expression, problem sensitivity, deductive & inductive reasoning, and information ordering.

Physical Demands:

• Must be able to lift up to 25 pounds
• Must be able to stand and walk for prolonged amounts of time
• Must be able to twist, bend and squat periodically

SECURITY CLEARANCE REQUIREMENTS: Must currently have a security clearance at the Secret level.  US Citizenship is a requirement for Secret clearance at this location.

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