Cyber Service Desk Technician

DarkStar Intelligence, LLC seeks a Cyber Service Desk Technician for an opportunity in San Antonio, Texas. We require candidates to fill entry-level, Journeyman, and Senior levels positions.

Responsibilities

• Responds to and diagnoses problems through discussion with users.
• Ensures a timely process through which problems are controlled. This includes problem recognition, research, isolation, resolution, and follow-up steps.
• Monitors operation of the Service Desk and serves as a focal point for customer concerns.
• Provides support to end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, email, and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Provides first-tier support to end users for PC, server, or mainframe applications or hardware.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.
• May be required to work varied schedules and shifts, including weekends, as needed.
• Experience with DoD or Air Force IT and Cyber Systems is a plus.
• Experience with Agile methodologies preferred.
• Additional duties may include support to the Integrated Systems Support (ISS) Team at the Tier 2 level.
  • Entry Level: Applies fundamental concepts, processes, practices, and procedures on technical assignments. Performs work that requires practical experience and training. Work is performed under supervision.
  • Journeyman: Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. Operates with appreciable latitude in developing methodology and presenting solutions to problems. Contributes to deliverables and performance metrics where applicable.
  • Senior: Possesses and applies a comprehensive knowledge across key tasks and high-impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommend major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments. May supervise others.

Requirements

• High School Diploma
• U.S. Citizen
• Current Top Secret (TS) clearance with Sensitive Compartmented Information (SCI) eligibility.
• 2+ years hands-on experience with help desk processes and procedures.
• 2+ years of hardware and software support.
• Compliance with DoD 8570.01-M, IA Technician Level II certification
• Desired: Compliance with DoD 8570.01-M, IA Technician Level III certification

DarkStar Intelligence, LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. EEO Flyer: shorturl.at/abpNX

Due to our contractual requirements and an Executive Order from the White House, every federal government employee and federal contractor will be asked to attest to their vaccination status. In the interest of health and safety during the continued unprecedented COVID-19 pandemic, anyone who does not attest to being fully vaccinated will be required to follow CDC guidelines which may include (subject to specific contractual requirements): wearing a mask on the job no matter their geographic location, physically distancing from all other employees and visitors, complying to any screening testing requirements, or weekly COVID-19 testing. This requirement will apply to all DarkStar Intelligence employees.

FLMA Flyer: shorturl.at/gkEJ8

EPPA Flyer: shorturl.at/dty89

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