MI Technical Solutions is seeking a qualified Mid-Level IT Help Desk Technician to provide on-site technical support to end users in a Department of Defense (DoD) environment. The technician will provide Tier II technical support for desktop and laptop computers, mobile devices, network connectivity, telecommunications, VTC/SVTC systems, and other Navy/DoD information technology equipment and services.
The ideal candidate will be a customer-focused IT professional capable of independently troubleshooting technical issues, administering user accounts and devices, coordinating with enterprise support organizations, and providing responsive IT support in a mission-focused environment.
Key Responsibilities
Tier II Help Desk and Desktop Support
- Provide Tier II help desk support and advanced troubleshooting for hardware, software, network connectivity, end-user issues, and specialized Navy/DoD systems.
- Diagnose and resolve desktop, laptop, peripheral, application, connectivity, and configuration issues.
- Support Windows operating systems, Microsoft Office applications, iOS devices, VPN services, Comp Portal, and other commonly used Navy/DoD applications and systems.
- Install, configure, maintain, and troubleshoot desktop and laptop computers, including Nautilus systems and Microsoft Surface Pro devices.
- Provide technical support for iPhones, iPads, printers, telecommunications equipment, and other IT assets.
- Troubleshoot network connectivity, port activation, and performance issues within Nautilus and NMCI environments.
- Activate and manage network ports through NET and coordinate with Tier III or enterprise support organizations when escalation is required.
NIPR/SIPR Account and Service Administration
- Serve as the Account Technical Customer Representative (ACTR) for NIPR/SIPR services.
- Create and manage NIPR/SIPR user and developer accounts in accordance with established Navy/DoD procedures.
- Process CLIN 23 and legacy software transfers and installations.
- Submit and manage software and hardware orders, including Mac submissions.
- Administer distribution lists and support VIP services, including serving as a VIP Proxy when required.
- Assign and manage services through NET and FsAST.
- Validate and submit technology-refresh orders and CLIN 600 site surveys.
- Submit and manage account and asset requests through Flare.
FsAST Administration and Mobility Management
- Serve as the FsAST Administrator responsible for NIPR/SIPR mobility services.
- Create and manage NIPR/SIPR accounts, including developer accounts.
- Process license transfers, custom attribute assignments, entitlement requests, and license change requests.
- Manage NVD/NVR assignments and associated device requirements.
- Support device management, secure-space management, and mobility-management functions.
- Coordinate account, device, license, and service changes with appropriate Navy/DoD enterprise organizations.
Device, Network, and Telecommunications Support
- Serve as the PureBred Administrator and NAVSEA Telecommunications Point of Contact (POC).
- Load, image, reset, configure, and update Nautilus devices, Surface Pro systems, iPhones, and iPads.
- Perform required Windows and Comp Portal updates.
- Configure baseline user services, including system time/date, power settings, Outlook, Teams, and Comp Portal.
- Perform Tier I and advanced printer management and related support services.
- Troubleshoot telecommunications and network-related issues and coordinate enterprise-level support when necessary.
System Maintenance and Configuration
- Perform routine system maintenance, software updates, security patches, and configuration changes in accordance with established procedures.
- Conduct system testing and validation following software deployments, patches, upgrades, configuration changes, and technology-refresh deliveries.
- Verify system functionality following maintenance or configuration changes and document issues as required.
- Ensure supported systems and devices remain properly configured and operational in accordance with applicable Navy/DoD policies and procedures.
VTC and Collaboration Support
- Configure, operate, maintain, and troubleshoot Secure Video Teleconferencing (SVTC), Video Teleconferencing (VTC), and teleconference equipment.
- Provide technical assistance before and during meetings, including executive and mission-critical events.
- Set up, support, and troubleshoot Microsoft Teams meetings and collaboration services.
- Provide on-site technical support for meetings, conferences, and other events as required.
Customer Support and Service Management
- Provide professional in-person and remote technical assistance to end users.
- Provide end-user training and guidance on IT systems, applications, devices, and services.
- Create, document, track, escalate, and resolve technical support tickets in accordance with established procedures.
- Maintain accurate ticket and technical documentation.
- Coordinate with Navy, DoD, NMCI/Nautilus, and other enterprise support organizations to resolve complex technical issues.
- Provide responsive, professional, and customer-focused support to users at all organizational levels, including senior leaders and VIP customers.
Required Qualifications
- Current DoD Secret security clearance required.
- Approximately 3-5 years of relevant IT support experience, or an equivalent combination of education and experience.
- Current CompTIA Security+ CE certification or another certification meeting applicable DoD Cybersecurity Workforce requirements.
- Demonstrated experience providing Tier II desktop, hardware, software, or network support.
- Working knowledge of:
- Microsoft Windows operating systems
- Microsoft Office applications
- iOS and mobile devices
- Network connectivity and troubleshooting
- VPN technologies
- Common Navy/DoD applications and IT services
- Demonstrated ability to troubleshoot technical problems independently and appropriately escalate complex issues.
- Strong customer service, communication, documentation, and organizational skills.
Preferred Qualifications
- Experience providing IT support in a Department of Defense or U.S. Navy environment.
- Experience supporting Nautilus and/or NMCI environments.
- Experience with NIPR/SIPR account administration and Navy mobility services.
- Experience with FsAST, Comp Portal, NET, Flare, PureBred, or similar Navy/DoD enterprise systems.
- Experience supporting VTC, SVTC, teleconference, and Microsoft Teams environments.
- Familiarity with Navy/DoD account management, device management, software licensing, technology refresh, and telecommunications processes.
- Experience providing technical support to senior leadership, executive staff, or VIP customers.
Security and Compliance
The selected candidate must maintain a current DoD Secret security clearance and comply with all applicable Department of Defense, Department of the Navy, cybersecurity, information assurance, network security, and information technology policies and procedures.
MI Technical Solutions is an equal opportunity employer. We value diversity and are committed to maintaining an inclusive workplace. We do not discriminate on the basis of any status protected by applicable federal, state, or local law.