Classified Help Desk Technician

Description

We are seeking a Classified Help Desk Technician to help us support the classified information technology needs of our Force Projection Sector. You will be working with engineers, scientists and business professionals that are addressing critical challenges of our nation.

As a Classified Help Desk Technician ...

Your primary responsibility will be to provide first contact resolution for account administration like password resets and unlocks, desktop, laptop, and application problem resolution, and network connectivity problems remotely as well as visits offices and closed area facilities

You will create, maintain, and modify user accounts for network and classified applications

You will research, analyze, and diagnose problems with client systems to include hardware and software, servers, peripheral equipment, and networks.

You will solve problems using documented processes where available and best practices where not

You will assist teams with incident response support and be involved in the development and presentation of training sessions

You will provide appropriate documentation on services provided and status updates as needed.

Qualifications

• You meet our minimum qualifications for the job if you...
• Possess a Bachelor's degree in Information Systems, Cybersecurity, Computer Science or a related technical discipline, or at least 4 years of recent IT-related work experience
• Have the ability to troubleshoot and resolve technical problems for clients to independently resolve widely varying problems using current job knowledge and using research and external resources
• Have hardware, software and networking troubleshooting experience -- hardware experience must include desktops, laptops, servers, mobile devices, and printers. Software experience includes Windows and Microsoft Office networking experience to include understanding TCP/IP and DNS, Active Directory and Exchange.
• Are an excellent communicator, are highly motivated and have excellent customer services skills with the ability to interface with all levels of staff
• Are willing and able to support operations from a closed area facility office and work necessary hours to complete critical work and/or troubleshooting and work in a call center environment that requires sitting for extended periods of time and troubleshoot problems over the phone during the assigned work hours
• Currently hold a Secret level security clearance with the ability to obtain a Top Secret level security clearance. If selected, you will be subject to a government security clearance investigation and must meet the requirements for access to classified information. Eligibility requirements include U.S. citizenship.
• You 'll go above and beyond our minimum requirements if you...
• Have 2+ years' experience in a call center environment and using ticket management systems
• Have software experience with Desktop remote control tools and Windows 10, Macintosh, and iOS
• Possess any of the following certifications: Security+, A+, Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer for Windows (MCSE), HDI Support Analyst.
• Have experience with classified systems

About Us

Why Work at APL?

The Johns Hopkins University Applied Physics Laboratory (APL) brings world-class expertise to our nation’s most critical defense, security, space and science challenges. While we are dedicated to solving complex challenges and pioneering new technologies, what makes us truly outstanding is our culture. We offer a vibrant, welcoming atmosphere where you can bring your authentic self to work, continue to grow, and build strong connections with inspiring teammates.

At APL, we celebrate our differences of perspectives and encourage creativity and bold, new ideas. Our employees enjoy generous benefits, including a robust education assistance program, unparalleled retirement contributions, and a healthy work/life balance. APL’s campus is located in the Baltimore-Washington metro area. Learn more about our career opportunities at https://www.jhuapl.edu/careers.

All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, physical or mental disability, genetic information, veteran status, occupation, marital or familial status, political opinion, personal appearance, or any other characteristic protected by applicable law. APL is committed to providing reasonable accommodation to individuals of all abilities, including those with disabilities.

If you require a reasonable accommodation to participate in any part of the hiring process, please contact

Accessibility@jhuapl.edu.

The referenced pay range is based on JHU APL’s good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level with consideration for internal parity. For salaried employees scheduled to work less than 40 hours per week, annual salary will be prorated based on the number of hours worked. APL may offer bonuses or other forms of compensation per internal policy and/or contractual designation.

Additional compensation may be provided in the form of a sign-on bonus, relocation benefits, locality allowance or discretionary payments for exceptional performance. APL provides eligible staff with a comprehensive benefits package including retirement plans, paid time off, medical, dental, vision, life insurance, short-term disability, long-term disability, flexible spending accounts, education assistance, and training and development. Applications are accepted on a rolling basis.

Minimum Rate

$30.00 Hourly

Maximum Rate

$57.05 Hourly

Responsibilities

We are seeking a Classified Help Desk Technician to help us support the classified information technology needs of our Force Projection Sector. You will be working with engineers, scientists and business professionals that are addressing critical challenges of our nation.

As a Classified Help Desk Technician ...

Your primary responsibility will be to provide first contact resolution for account administration like password resets and unlocks, desktop, laptop, and application problem resolution, and network connectivity problems remotely as well as visits offices and closed area facilities

You will create, maintain, and modify user accounts for network and classified applications

You will research, analyze, and diagnose problems with client systems to include hardware and software, servers, peripheral equipment, and networks.

You will solve problems using documented processes where available and best practices where not

You will assist teams with incident response support and be involved in the development and presentation of training sessions

You will provide appropriate documentation on services provided and status updates as needed.

Qualifications

• You meet our minimum qualifications for the job if you...
• Possess a Bachelor's degree in Information Systems, Cybersecurity, Computer Science or a related technical discipline, or at least 4 years of recent IT-related work experience
• Have the ability to troubleshoot and resolve technical problems for clients to independently resolve widely varying problems using current job knowledge and using research and external resources
• Have hardware, software and networking troubleshooting experience -- hardware experience must include desktops, laptops, servers, mobile devices, and printers. Software experience includes Windows and Microsoft Office networking experience to include understanding TCP/IP and DNS, Active Directory and Exchange.
• Are an excellent communicator, are highly motivated and have excellent customer services skills with the ability to interface with all levels of staff
• Are willing and able to support operations from a closed area facility office and work necessary hours to complete critical work and/or troubleshooting and work in a call center environment that requires sitting for extended periods of time and troubleshoot problems over the phone during the assigned work hours
• Currently hold a Secret level security clearance with the ability to obtain a Top Secret level security clearance. If selected, you will be subject to a government security clearance investigation and must meet the requirements for access to classified information. Eligibility requirements include U.S. citizenship.
• You 'll go above and beyond our minimum requirements if you...
• Have 2+ years' experience in a call center environment and using ticket management systems
• Have software experience with Desktop remote control tools and Windows 10, Macintosh, and iOS
• Possess any of the following certifications: Security+, A+, Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer for Windows (MCSE), HDI Support Analyst.
• Have experience with classified systems